Operating Effectiveness Lead Analyst

Cigna Healthcare; Bengaluru; On-site; INR 1,400,000 - 2,800,000; Full time

Job summary

The Cigna Group's Cigna Healthcare division seeks a senior Lean Six Sigma Black Belt professional to lead end-to-end LSS programs across International Health operations. You will drive process excellence, governance, and compliance while coaching teams globally to deliver measurable outcomes.

You will collaborate with BI teams to create insights in Power BI/Tableau, monitor KPIs, and advance quality control systems, supporting HIPAA/GDPR standards and client audits.

Qualifications

• Bachelor’s degree in Engineering, Healthcare Administration, Statistics, or related field; Master’s preferred.
• Certified Lean Six Sigma Black Belt (ASQ/IASSC or equivalent); COPC/ISO knowledge a plus.
• 8–12 years total experience with 5+ years in healthcare BPO/RCM/payer/provider processes.
• Proven track record delivering multiple high-impact projects with quantified benefits in a high-volume operations environment.
• Strong knowledge of HIPAA, PHI handling protocols; exposure to payer policies and US healthcare revenue cycle preferred.
• Proficiency with statistical tools (Minitab/R/Python), BI (Power BI/Tableau), and advanced Excel.

Responsibilities

• Lead cross-functional LSS projects end-to-end (charter → control), converting VOC into CTQs and measurable outcomes.
• Drive Lean/Kaizen interventions—waste elimination, standard work, mistake-proofing, visual management embedded into run-ops and IHDS delivery.
• Quantify and track benefits with IHDS portfolio governance and financial partners.
• Improve quality across global claims adjudication, enrolment, billing, provider/network & medical review workflows; ensure HIPAA/GDPR compliance.
• Design/optimize QMS for International Health ops with risk-based sampling, QA scorecards, calibration routines, and auto-scoring opportunities.
• Establish SPC dashboards, run FMEA, maintain control plans with ≥95% adherence.
• Apply advanced analysis (root cause, hypothesis testing, regression) to pinpoint drivers of denials, rework, leakage, and CX friction.
• Partner with BI (Power BI/Tableau) to build role-based views tracking SLA, quality, cost, and IHDS portfolio health.
• Coach Green Belts, upskill QA/ops teams on LSS and data literacy; facilitate Kaizens and change management (ADKAR/PROSCI).

Skills

Stakeholder engagement

Change management

DMAIC/DMADV

Data analytics

Education

Bachelor’s degree in Engineering/Healthcare Administration/Statistics

Master’s degree preferred

Tools

Minitab

R

Python

Power BI

Tableau

Excel (advanced)

Job description

Your role will include:

1. Transformation & Value Delivery

Lead cross‑functional LSS projects end‑to‑end (charter → control), converting VOC into CTQs and measurable outcomes (DPMO↓, FTR↑, NPS↑, AHT↓, rework↓).
Drive Lean/Kaizen interventions—waste elimination, standard work, mistake‑proofing, visual management—embedded into run‑ops and IHDS delivery.
Quantify and track benefits with IHDS portfolio governance and financial partners.

1. International Health Domain & Compliance

Improve quality across global claims adjudication, enrolment, billing, provider/network & medical review workflows supporting International Health lines of business.
Ensure rigorous compliance with HIPAA, GDPR, and Cigna privacy/security standards for cross‑border PHI/PII; support internal/client audits and enterprise security reviews.

1. Quality Systems & Controls

Design/optimize QMS for International Health ops: risk‑based sampling, QA scorecards, calibration routines, and auto‑scoring opportunities.
Establish SPC dashboards & early‑warning indicators; run FMEA on top failure modes; maintain rock‑solid control plans with ≥95% adherence.

1. Analytics & Insights

Apply advanced analysis (root cause, hypothesis testing, regression/segmentation, DoE where warranted) to pinpoint drivers of denials, rework, leakage, and CX friction.
Partner with BI (Power BI/Tableau) to build role‑based views tracking SLA, quality, cost, and IHDS portfolio health.

1. People Leadership & Change

Coach/certify Green Belts, upskill QA/ops teams on LSS and data literacy; facilitate Kaizens/rapid improvement bursts.
Lead change management (ADKAR/PROSCI), aligning with IHDS cadence (e.g., intake, prioritization, PI) to sustain adoption.

Your Abilities:

The ideal candidate blends deep healthcare domain understanding (HIPAA/PHI handling, payer/provider processes) with hands‑on expertise in process excellence, change management, and stakeholder engagement across global, high-volume operations. The role drives defect reduction, cost/outcome improvements, regulatory compliance, and client satisfaction using structured methods (DMAIC/DMADV), analytics, and robust control systems.

Required Skills and Qualifications:

• Bachelor’s degree in Engineering, Healthcare Administration, Statistics, or related field; Master’s preferred.
• Certified Lean Six Sigma Black Belt (ASQ/IASSC or equivalent); COPC/ISO knowledge a plus.
• 8–12 years total experience with 5+ years in healthcare BPO/RCM/payer/provider processes.
• Proven track record delivering multiple high-impact projects with quantified benefits in a high-volume
  operations environment.
• Strong knowledge of HIPAA, PHI handling protocols; exposure to payer policies and US healthcare revenue
  cycle preferred.
• Proficiency with statistical tools (Minitab/R/Python—analysis), BI (Power BI/Tableau, and Excel at advanced
  level)

About The Cigna Group

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.