Manager, Customer Experience & Performance Improvement - SHP Operations - Day Shift Full Time

Sharp; San Diego (CA); On-site; USD 76,000 - 121,000; Full time

Job summary

Sharp Health Plan in San Diego seeks a Manager of Customer Experience and Performance Improvement to lead a team of analysts and drive top-decile performance. You’ll partner across members, providers, brokers and employers to deliver measurable improvements.

You’ll champion Lean Six Sigma, oversee change management, and translate customer feedback into sustainable business improvements for a better patient and member experience.

Qualifications

• Bachelor's degree required; 5 years in process improvement.
• Experience translating customer feedback into process improvements.
• Proficient data analysis using Excel, SPSS, R or similar.
• Data visualization skills with Tableau or similar.
• 3+ years leading cross-functional improvement efforts.
• 3+ years communicating with Executive leadership.
• Six Sigma Green Belt certification required.

Responsibilities

• Lead cross-functional process improvement initiatives across the health plan.
• Develop and monitor dashboards, KPIs and control plans.
• Coach teams in Lean Six Sigma and change management.
• Collaborate with executives to align improvements with strategic goals.
• Oversee VOC research and translate findings into actions.

Skills

Process improvement

Data analysis

Cross-functional leadership

Executive communication

Lean Six Sigma

Education

Bachelor's Degree

Tools

Excel

SPSS

R

Tableau

Job description

Hours: Shift Start Time: 8 AM Shift End Time: 5 PM AWS Hours Requirement: 8/40 - 8 Hour Shift Additional Shift Information: Weekend Requirements: As Needed On-Call Required: No Hourly Pay Range (Minimum - Midpoint - Maximum): $55.390 - $71.470 - $87.550 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 Manager of Customer Experience and Performance Improvement (CX&PI) leads Sharp Health Plan's efforts to deliver top-decile performance and exceptional customer experiences across all customers (members, providers, brokers, and employers), lines of business, and services (Medical, Behavioral & Pharmacy). In an interconnected environment, where different departments and entities work collaboratively to meet customer expectations, the Manager of CX&PI will lead continuous customer-focused operational improvement to support the health plan's vision to be the best place to work, practice medicine and receive care. The Manager of CX&PI will work directly with executive leaders and manage a team of analysts charged with listening to our customers, identifying opportunities for improvement, and leading improvement activities. This position has broad responsibility to ensure and coordinate high customer satisfaction. The Manager of CX&PI will facilitate change management and lead the Health Plan's Green Belt program to cultivate a culture of continuous improvement and top decile performance.

Required Qualifications

• Bachelor's Degree
• 5 Years experience in process improvement activities.
• Experience translating direct feedback from customers and stakeholders into business process improvement opportunities required.
• Experience with data analysis using Excel, SPSS, R or similar required.
• Experience with data visualization using Tableau or similar tools.
• 3 Years leading and facilitating cross-functional improvement efforts.
• 3 Years experience communicating with Executive and Senior leadership.
• Six Sigma Green Belt Certification - Various-No accreditation board -REQUIRED
• Other Qualification Requirements Design Thinking Certification preferred.

Preferred Qualifications

• Master's Degree
• Experience with survey design and customer research background.
• 3 Years experience managing an analytical team.
• PMI Project Management Professional (PMP) - Various-Employee provides certificate -PREFERRED
• PMI Project Management Professional (PMP) - Various-Employee provides certificate -PREFERRED
• Six Sigma Black Belt (CSSBB) - American Society for Quality -PREFERRED

Essential Functions

• Change Management and Communication: Demonstrate superb interpersonal, presentation, and lean leadership skills with a high degree of comfort engaging with all levels of the organization. Focus on process optimization through training, team building, and culture change to sustain measurable improvements. Build strong trusted relationships with leaders across the enterprise through credible outcomes and strategic leadership. Act as an internal process improvement educator to train teams on the LSS framework / tools/ best practices. Drive towards and influence a culture of continuous process improvement. Develop / mentor peers on their operational excellence/ Lean Six Sigma skill set. Champion of Continuous Improvement and change agent to promote best practices and implement solutions that can transform and empower businesses areas. Facilitate, coach, and develop workgroup members relative to implementation of changes.
• Data analysis and interpretation: Support Operational Excellence and Transparency Update and monitor Core Competency dashboards for visual monitoring of control plan metrics/ KPIs. Advise and support process owners to establish service level agreements and process to track turn-around-times. Monitor KPIs/ Metrics before, during, and after process improvement implementations and review strategic insights, dashboards and key communications with senior leadership on a frequent basis. Design control plans (statistical process control) to sustain improvements. Strong qualitative and quantitative statistical ability to analyze data and interpret results to provide actionable business recommendations.
• Human resource management: Responsibilities related to supervising staff include: Hiring, coaching and counseling, conducting performance appraisals. Tracking productivity, tracking quality assurance, planning workflow. Reviewing and updating policies and procedures. Other duties that may apply.
• Process improvement: Facilitate Cross-Functional Process Improvement Efforts Manage project facilitators and pipeline of proposed improvement projects by assessing scope, resources and cost. Facilitate prioritization of efforts by aligning with strategic goals and estimated return on investment. Lead cross functional teams through process improvement efforts, guide development of data collection/root cause analysis, data interpretation, customer journey mapping, process mapping and forecasting of benefits, guide prioritization of efforts based on impact, cost and ease of implementation. 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. Define highly complex business and customer needs and provides analysis toward operational efficiency and drives change within the organization. Conduct workshops for cross-functional alignment on "As-Is" state pain-points and "To-Be" state Vision, Strategy, Execution and Metrics. Deliver quick-wins (Proof of Concepts (POCs) and Pilots) that showcase the value of streamlined, repeatable and efficient business processes. Facilitate high impact Lean Six Sigma projects (DMAIC, DFSS, Kaizen, FMEA, etc.).
• Research and analysis: Conduct and Analyze Voice of Customer Research Provide senior and executive leadership with insights and recommendations derived from VOC research. Participate in customer facing focus groups to document end to end customer journey and needs. Support external benchmarking and customer research to establish program goals and strategies. Guide survey design and programming. Monitor new research and developments across the healthcare landscape to stay current on trends and policies.

Knowledge, Skills, and Abilities Thorough understanding and application of the principles and techniques of Lean Six Sigma including but not limited to DMAIC, VSM, Voice of the Customer, Kaizen and 5S preferred. Thorough understanding of process mapping, process performance measurement and defining service level agreements. Thorough understanding and application of change management principles and practices. 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 Sharp HealthCare is a not-for-profit health care system based in San Diego, California, with four acute care hospitals, three specialty hospitals, three medical groups and a health plan. We provide medical services in virtually all fields of medicine, including primary care, heart care, cancer, orthopedics, women’s health, rehabilitation, robotic surgery and bariatric surgery. Sharp sets the community standard for exceptional care. Sharp Grossmont Hospital and Sharp Memorial Hospital have received prestigious Magnet recognition by the American Nurses Credentialing Center for excellence in nursing practices and quality patient care. At the heart of our organization are more than 18,000 affiliated physicians, nurses, staff and volunteers who are on a journey to make health care better for our patients and their families. It’s what we call The Sharp Experience – treating each person with dignity, compassion and respect, and using our clinical excellence and advanced technology to deliver the highest-quality patient care. We are dedicated to transforming the health care experience by making Sharp the best place to work, the best place to practice medicine and the best place to receive care in San Diego.