Process Improvement Specialist

MetroPlusHealth provides the highest quality healthcare services to residents of Bronx, Brooklyn, Manhattan, Queens and Staten Island through a comprehensive list of products, including, but not limited to, New York State Medicaid Managed Care, Medicare, Child Health Plus, Exchange, Partnership in Care, MetroPlus Gold, Essential Plan, etc. As a wholly-owned subsidiary of NYC Health + Hospitals, the largest public health system in the United States, MetroPlusHealth network includes over 27,000 primary care providers, specialists and participating clinics. For more than 30 years, MetroPlus has been committed to building strong relationships with its members and providers to enable New Yorkers to live their healthiest life.

Position Overview

The Process Improvement Specialist will assist the Director of Process Improvement in the formulation, execution and evaluation of business Process Improvements and practices. The position will require expertise in change process with the ability to work cross-functionally to effectuate optimal operational efficiencies and implement solutions designed to achieve customer excellence. The incumbent will possess the ability to work on multiple projects across all departments within all levels of the organization.

• Assists in integration and alignment of the operational excellence process with business strategies and priorities by supporting in the implementation of the performance evaluation, risk management, internal audit, and corrective action processes.
• Facilitates cross-functional team work to achieve continuous improvement objectives.
• Work with business managers to identify opportunities for Process Improvements.
• Establish baseline metrics for “to” and “from” comparison.
• Maintain and update all process related documents.
• Ability to scope, plan, execute, and track projects with autonomy.
• Defines core processes and maps current states for redesign projects and assists with solution designs.
• Monitor and routinely report out on process performance and improvements in key metrics.
• Develop and maintain a list of ongoing Process Improvement projects and track them.
• Work with management to define the short and long-term objectives and potential gains.
• Assist in the creation and delivery of presentations on project status and outcomes to management.
• Assists in the facilitation of work group meetings, as needed, in support of Process Improvement projects.
• Evaluates the effectiveness of the Process Improvement program
• Demonstrates department’s commitment to excellent customer service through prompt responses to all internal and external customers.

• Minimum 5 years’ experience in Process Improvement role in a health plan, or progressive experience in consulting, operations or related discipline.
• Project management and facilitation skills required. Six Sigma project experience preferred.
• Experience in business processes, corrective action plan implementation
• Managed care experience strongly preferred.
• Bachelor’s degree in health care or related discipline is required.
• Masters in Business Administration (MBA) or Masters in Public Health (MPH) preferred
• Excellent customer services skills and the ability to effectively communicate with internal and external customers
• Strong analytical, oral communication, and technical writing abilities.
• Strong computer skills, especially Microsoft PowerPoint, Visio, Word, Excel, and SharePoint.
• Continuous improvement mindset
• Demonstrated ability to work effectively with cross functional resources.
• Has a results oriented, positive, creative, responsible approach to projects.

• Integrity and Trust
• Customer Focus
• Functional/Technical skills
• Written/Oral Communication