Director, Continuous Improvement

🕒 2 dias atrás

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Alignment Health

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

Fundada em 2013

⚕️ Seguro de Saúde

🛡️ Seguros

🏥 Saúde

💰 $135.000.000 Series C em 2020-03

Healthcare Insurance • Insurance • Healthcare

Alignment Health está comprometida em fornecer cuidados abrangentes para membros do Medicare, enfatizando as necessidades dos idosos, dos cronicamente doentes e daqueles que são frágeis. Com a missão de transformar a saúde dos idosos, a Alignment Health utiliza um modelo de atenção personalizado e tecnologia avançada para oferecer serviços de saúde de alta qualidade e baixo custo. Sua equipe de atendimento de concierge 24 horas por dia, 7 dias por semana, colabora com provedores locais confiáveis para garantir que cada membro receba um atendimento personalizado, refletindo o compromisso da empresa em tratar todos os membros como membros valiosos da família.

Descrição

• Lead the design, execution, and adaptation support of a continuous improvement strategy aligned to CX and enterprise priorities • Identify, prioritize, and implement initiatives delivering efficiency gains, cost optimization, and service quality improvements • Apply Lean, Six Sigma, Agile, or equivalent best practices to streamline workflows and eliminate waste • Establish a culture of continuous improvement and accountability across CX Operations • Embed a caring connections philosophy into process improvements and member experience • Translate voice-of-customer insights into improvements supporting member and employee satisfaction, retention, and trust • Coordinate and align cross-functional engagement campaigns and promotions for member outreach • Develop performance measurement frameworks, KPIs, dashboards, and reporting mechanisms • Leverage analytics to evaluate processes, identify trends, and inform decisions • Communicate progress, insights, and recommendations to executive leadership • Define and document business and functional requirements for technology solutions • Partner with DTS, Digital, Product, and cross-functional teams on tools, automation, and platform enhancements • Build business cases and ROI models for technology and process improvements • Oversee planning, prioritization, execution, delivery, governance, risk management, and accountability for initiatives • Oversee implementation of new processes and ensure sustainability and measurable outcomes • Lead, mentor, and develop a team of two direct-report Managers • Influence across departments and leverage subject matter experts to deliver large-scale initiatives

🎯 Requisitos

• Proven track record of delivering measurable operational improvements, member satisfaction, and efficiency gains • Experience leading cross-functional initiatives in a matrixed environment • Experience in data analysis, performance management, and KPI development and tracking • Experience defining, documenting, and tracking deliverables; communicating business requirements; and partnering on technology implementations • Bachelor’s degree in Business, Healthcare Administration, Operations, or related field • Preferred: Master’s degree in Business, Healthcare Administration, Operations, or related field • Preferred experience in Medicare Advantage or regulated healthcare environments • Preferred certification in Lean Six Sigma Black Belt or equivalent • Familiarity with Customer Experience/Dialer platforms, CRM systems, workflow automation, and analytics tools • Strong understanding of member experience, contact center operations, or service delivery models • Exceptional leadership, communication, and stakeholder management skills • Expertise in process improvement methodologies including Lean, Six Sigma, and Agile • No required training, licensure, or certification • Ability to perform the stated essential physical functions, including standing, walking, sitting, talking, hearing, and lifting/moving up to 10 pounds