Hours

Shift Start Time:

8 AM

Shift End Time:

5 PM

Additional Shift Information:

Weekend Requirements:

No Weekends

On-Call Required:

No

Hourly Pay Range (Minimum - Midpoint - Maximum):

$39.435 - $50.884 - $62.333

The stated pay scale reflects the range that Sharp reasonably expects to pay for this position.  The actual pay rate and pay grade for this position will be dependent on a variety of factors, including an applicant’s years of experience, unique skills and abilities, education, alignment with similar internal candidates, marketplace factors, other requirements for the position, and employer business practices.

What You Will Do
The Customer Experience and Improvement Analyst will work across teams and lines of business to drive broad change in systems and processes using lean, Six Sigma, technology and voice of customer research to drive efficient and high quality execution and delivery for an improved experience for internal and external customers. The Customer Experience and Improvement Analyst will cultivate strong cross-functional relationships across the enterprise in order to leverage the expertise of others throughout the organization. This position will partner with process owners to facilitate the implementation of strategic goals and process measures. This position will work directly with senior leaders to define linkages between strategic objectives and process improvements using analytical tools and consulting techniques to help functional teams re-engineer new or existing operations to build and deploy strategy through tactical planning and execution. The position will influence change management and lead project management related to process improvement in alignment with the voice of the customer.


Required Qualifications

• Bachelor's Degree in Healthcare Administration, Business Administration, or related field.
• Other : Application of lean.
• 2 Years progressive responsibility in the application of Lean.
• 2 Years Experience using verbal and written communication to facilitate and bring mid-management and executive level teams to consensus.

Preferred Qualifications

• Master's Degree in Healthcare Administration, Business Administration, or related field.
• PMI Project Management Professional (PMP) - Various-Employee provides certificate -PREFERRED
• PMI Certified Associate in Project Management (CAPM) - Various-Employee provides certificate -PREFERRED

Essential Functions

• Change Management and Communication:
  Assist in process optimization through training, team building, and culture change to sustain measurable improvements.
  Develop collaborative relationships with stakeholders to find opportunities for future improvements.
  Collaborate with internal support teams to identify and implement workflow gaps and areas for process improvement opportunities.
  Champion of Continuous Improvement and be a change agent to promote best practices and implement solutions that can transform and empower business areas.
  Assist in the development of workgroup members relative to implementation of changes.
• Department Operations:
  Support Operational Excellence and Transparency.
  Design and build Tableau dashboards for visual monitoring of control plan metrics/KPIs.
  Monitor key performance indicators to identify potential customer satisfaction.
  Design control plans (statistical process control) to sustain improvements.
  Build and identify operational metrics and share with stakeholders in the form of easily digestible dashboards via readily accessible technology tools.
• Develop and Analyze:
  Conduct and Analyze Voice of Customer Research.
  Participate in customer facing focus groups to document end-to-end customer journey and needs.
  Effectively prepare information for external third parties such as auditors, examiners, and consultants as applicable.
  Measure the performance of newly implemented workflows strive to continual refinement.
  Monitor new research and developments across the healthcare landscape to stay current on trends and policies.
• Process Improvement:
  Facilitate Cross Functional Process Improvement Efforts.
  Collaborate with internal support teams to identify and implement workflow gaps and areas for process improvement opportunities.
  Drive business process transformation to improve the customer experience, back end efficiency and reduce total cost by leveraging improvements in the areas of people, process and technology.
  Develop, propose and present detailed future state proposals to key stakeholders and management for buy-in.
  Coordinate and assist in the facilitation of calibration session on current state pain-points and future state Vision, Strategy, Execution and Metrics.
  Assist in the development, and deployment of analytics solutions to streamline processes that will lead to efficiency gains and improvement of key metrics.
  Facilitate impact Lean Six Sigma projects (DMAIC, DFSS, Kaizen, FMEA, etc.).

Knowledge, Skills, and Abilities

• Knowledge of change management principles, methodologies and tools required.
• Must be proficient in Microsoft Office applications.
• Prefer knowledge of state and federal laws and regulations applicable to health plans and health insurance
• Knowledge of health plan operations preferred.

Sharp HealthCare is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability or any other protected class

PMI Certified Associate in Project Management (CAPM) - Various-Employee provides certificate; PMI Project Management Professional (PMP) - Various-Employee provides certificate; Other; Bachelor's Degree; Master's Degree