Senior Process Improvement Analyst
PacificSource

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PacificSource is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status, such as race, religion, color, national origin, sex, sexual orientation, gender identity or age.

Diversity and Inclusion: PacificSource values the diversity of the people we hire and serve. We are committed to creating a diverse environment and fostering a workplace in which individual differences are appreciated, respected and responded to in ways that fully develop and utilize each person's talents and strengths.

Responsible for documenting, training and facilitating the adoption and use of process improvement principles, practices, and tools to positively impact quality, customer and employee satisfaction and operational performance. This position will mentor employees, trainers, team leads and managers on integrating process improvement into their standard work through education engagements, facilitation of problem-solving sessions and leadership of periodic improvement projects such as Rapid Process Improvement workshops. This role will help institutionalize process improvement and change management best practices to ensure improvement efforts are successful. This person will leverage data analysis to define appropriate measures for key performance indicators and help implement Robotic Process Automation (RPA), Intelligent Automation and generative AI where appropriate.

Essential Responsibilities:

• Provide leadership / mentoring / training to all levels and functions of the enterprise on the use and practice of process improvement approaches (like PDCA) and methodologies (such as Just in Time and Lean Six Sigma) and related tools.
• Partner with functional leaders and management staff to assess current processes, identify process control and process improvement opportunities and clearly articulate problem definitions, objective statements, assumptions, risks, requirements, and other standard elements of project charters.
• Independently lead complex problem-solving engagements with leaders at all levels of the organization and manage/facilitate process improvement (Kaizen) events.
• Tailor the Daily Management System for implementation by leaders in all areas and at all levels of the organization and manage a DMS assessment process to help leaders continuously improve their DMS.
• Manage a robust evaluation process for the Continuous Improvement team of selecting, scoping and prioritizing process improvement and innovation initiatives.
• Maintain a portfolio of business projects and initiatives, such as those in the Plan of Record, that may have a Continuous Improvement (CI) component and drive prioritization, timing, and sequencing of any CI work based on targeted objectives.
• Learn and understand existing and desired business processes, industry best practices and benchmarks - document and compare current state to ideal future state and assist in gap analysis, countermeasures and improvement including the implementation of quality systems.
• Manage end-to-end projects and tasks within projects. Use project management tools to provide predictable results and visibility to all stakeholders on the status of all projects.
• Plan and execute process improvement transformation Kaizen events targeted towards improving operations, with special emphasis on cross-functional and complex value streams and fostering innovation.
• Design and implement best practices to cultivate a continuous improvement culture and mindset across the business such as using cascading metrics, strategic objectives and key results, adoption of a Daily Management System, enabling standard work, using visual management, and standard follow up.
• Cultivate and support CI champions throughout the organization who can be partners in driving the adoption of process improvement principles, practices and tools.
• Promote consistency and standardization (one way of doing things) across the organization with emphasis on training and standardized follow-up.
• Partner with leaders to deliver significant and quantifiable process improvement and financial benefit across the business. Assist leadership in establishing and communicating baseline and target metrics for key processes and revising those metrics over time.
• In collaboration with the Learning and Development team and Continuous Improvement colleagues, provide training and assessment on process improvement concepts and tools at various levels and help build out educational pathways for CI champions.
• Manage process improvement data analysis and reporting activities for the organization internally. Create and deliver reports, recommendations, and written/oral presentations to leadership groups.
• Reduce manual work by helping implement systems to better manage the flow of data and work with IT to implement automation and generative AI when appropriate.
• Develop processes to foster innovation and evaluate, prioritize, and implement innovative ideas throughout the organization.
• Expose and lead the organization towards investment decision tools such as ROI and NPV, where the investments are characterized and weighed against the potential gain.

Supporting Responsibilities:

• Meet department and company performance and attendance expectations.
• Follow the PacificSource privacy policy and HIPAA laws and regulations concerning confidentiality and security of protected health information.
• Perform other duties as assigned.

SUCCESS PROFILE

Work Experience: Minimum 5 years of leading process improvement projects, including application of statistics to data analysis, extensive process mapping and data manipulation using spreadsheet and reporting tools. Operations Management, Strategic Planning and Employee Training experience preferred. Experience with process improvement tools should include visual boards, standard work documentation and value stream analysis. Experience with process automation, agile methodologies, generative AI, health plans or insurance is desirable.

Education, Certificates, Licenses: Bachelor's degree or demonstrated equivalent work experience required. Lean Six Sigma Green Belt or Black Belt certification preferred.

Knowledge: Requires ability to define and prioritize problems and manage workload without direct supervision. Strong business analysis, data analysis, process improvement, and project management skills are essential. Excellent oral and written communication and analytical skills are needed. Ability to clearly communicate in person and over the phone and request and exchange information in a pleasant, respectful, and professional manner. Excellent interpersonal skills are needed for working with internal customers, vendors and consultants. This role will need to learn insurance industry standards and benefits, policy, and processes. Knowledge of how Generative AI and Large Language Models can be applied to business needs desirable.

Competencies

Adaptability

Building Customer Loyalty

Building Strategic Work Relationships

Building Trust

Continuous Improvement

Contributing to Team Success

Planning and Organizing

Work Standards

Environment: Work inside in a general office setting with ergonomically configured equipment. Travel is required approximately 15% of the time.

Skills:
Accountability, Collaboration, Communication (written/verbal), Flexibility, Listening (active), Organizational skills/Planning and Organization, Problem Solving, Teamwork

Our Values

We live and breathe our values. In fact, our culture is driven by these seven core values which guide us in how we do business:

• We are committed to doing the right thing.
• We are one team working toward a common goal.
• We are each responsible for customer service.
• We practice open communication at all levels of the company to foster individual, team and company growth.
• We actively participate in efforts to improve our many communities-internally and externally.
• We actively work to advance social justice, equity, diversity and inclusion in our workplace, the healthcare system and community.
• We encourage creativity, innovation, and the pursuit of excellence.

Physical Requirements: Stoop and bend. Sit and/or stand for extended periods of time while performing core job functions. Repetitive motions to include typing, sorting and filing. Light lifting and carrying of files and business materials. Ability to read and comprehend both written and spoken English. Communicate clearly and effectively.

Disclaimer: This job description indicates the general nature and level of work performed by employees within this position and is subject to change. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this position. Employment remains AT-WILL at all times.

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