Enterprise Process Improvement Director

Regular Exempt GENERAL DESCRIPTION: The Enterprise Process Improvement Director is responsible for the direction, coordination, implementation, execution, control, and completion of enterprise process improvement initiatives across the organization. Investigates and analyzes business processes, identifies improvement opportunities, and leads initiatives that enhance operational effectiveness, quality, efficiency, and service outcomes. Supports the achievement of organizational objectives through process optimization, analytics, automation, and continuous improvement practices. ESSENTIAL FUNCTIONS:
• Lead the identification, prioritization, and implementation of process optimization opportunities utilizing workflow technologies, AI capabilities, automation, and analytics to improve operational efficiency, reduce costs, and enhance member, provider, and employee experiences. Evaluate metrics and develop methods to measure and monitor service quality.
• Develop and manage a portfolio of process improvement initiatives aligned with organizational priorities and strategic objectives. Manages interdepartmental projects to ensure compliance with regulations and achieve goals.
• Establish measurement frameworks, key performance indicators, and benefits realization metrics to evaluate the effectiveness of process excellence initiatives.
• Partner with business and technology leaders to identify and implement opportunities to improve quality, service levels, efficiency, and operational effectiveness across the enterprise.
• Develop detailed work plans for each project, including implementation phases, projected completion dates, process owners, and documentation of each step's status. Efforts include but are not limited to:
• Monitors compliance with assigned special projects, ensuring their efficient and timely completion.
• Collaborates with other departments, units, and interdisciplinary teams to enhance processes.
• Generates weekly/monthly/quarterly reports, as needed, to communicate project status to management.
• Design and modify customer service training to comply with relevant regulations and business practices.
• Evaluate training to ensure it meets current standards and criteria set by the business and applicable regulatory agencies.
• Facilitates the organization and management of the Service Operations Committee, ensuring that all participating areas provide necessary information and metrics and adhere to the action plan regarding identified opportunities.
• Develop training procedures for launching new products, implementing operational changes, and executing special projects that impact various related departments (such as Management, Call Center, Customer Service Center, and Business Partners).
• Conduct reviews and evaluations of knowledge tests to identify and monitor changes in knowledge.
• Propose strategies and programs that ensure efficient and effective results across enterprise business processes impacting the organization.
• Identify, develop, implement, monitor, and measure enterprise process improvement initiatives that improve operational effectiveness, service quality, and organizational performance.
• Participate in reviewing policies and procedures related to Business Partners' management. Participate in organizational projects related to Business Partners as needed.
• Supervises, monitors, trains, evaluates, and corrects personnel among others to comply with his/her role as a supervisor, to assure that his/her personnel fulfill their work plan and comply with their essential functions and that they behave following the policies, standards, norms, and procedures of the Company.
• Must comply fully and consistently with all company policies and procedures, with local and federal laws as well as with the regulations applicable to our Industry, to maintain appropriate business and employment practices.
• May carry out other duties and responsibilities as assigned, according to the requirements of education and experience contained in this document. MINIMUM

QUALIFICATIONS:
Education and

Experience:
Master’s degree, preferably in Business Administration, Industrial Engineering, Finance, or related areas. At least five (5) years of experience performing functions related to the analysis, efficiency, and auditing of operational processes, preferably in the Health Industry, including at least two (2) years of experience supervising personnel. OR Education and

Experience:
Bachelor's degree, preferably in Business Administration, Industrial Engineering, Finance, or related areas. At least seven (7) years of experience performing functions related to the analysis, efficiency, and auditing of operational processes, preferably in the Health Industry, including at least four (4) years of experience supervising personnel. "Proven experience may be replaced by previously established requirements." Certifications / Licenses: At least one of the following certifications is preferred: Lean Six Sigma Green Belt or Black Belt, Project Management Professional Certification (PMP), and Change Management Certification. Other: Knowledge of operational processes for claims management, project management, and training is preferred. Experience leading enterprise process improvement, process redesign, automation, or technology-enabled business improvement initiatives is preferred. Languages: Spanish – Advanced (comprehensive, writing and verbal) English – Intermediate (comprehensive, writing and verbal) “We are an Equal Employment Opportunity Employer and take Affirmative Action to recruit Protected Veterans and Individuals with Disabilities.”