Job Information
Health Plans, Inc. Senior Director of Process Improvement (Hybrid) in Westborough, Massachusetts
Health Plans, Inc. (HPI) is a New England-based Third-Party Administrator (TPA) of self-funded health and benefit plans. HPI was founded in 1981 to provide comprehensive health plan administration to employers, municipalities and Taft-Hartley plans. Health Plans has grown to become an industry-leading TPA by offering customized self-funded benefit plans to employers, combined with superior customer service and investment in the latest administrative and data-mining technology, and reinsurance (stop-loss) security.
Summary:
The Senior Director, Enterprise Process Improvements is responsible for providing leadership to support the organization’s strategic focus on process optimization. The Senior Director is in charge of developing, planning and executing the strategy that eliminates inefficiencies, improves constituent experience and supports profitable growth. This role will provide oversight to corporate quality and process improvement initiatives including quality oriented task management to identify and support business improvement throughout the organization. The role will help build the analytical and management reporting system to identify, synthesize and communicate matters and patterns of quality and service defects and will be responsible for collaborating with other departments to ensure quality measures and controls are identified and implemented and that improvement work is monitored and sustained. The Senior Director must be competent in process management, skilled in project design, planning and implementation to ensure performance and process development but also as a leader who drives process optimization. Key responsibilities include collaborating with Senior Leadership, departments across the organization and business partners to develop and support organizational strategies which will generate improved operational outcomes and enterprise performance.
Duties and Responsibilities:
Oversight, coordination, and monitoring of quality management tracking for defined performance measures and quality improvement projects to drive operational excellence with focus on improved quality and customer satisfaction.
Provide leadership and focused reviews in the specific areas of escalated and complex issue management to include business unit coordination to assure root cause analysis and appropriate remediation in areas of deficiency or lack of adherence to policy and procedures.
Develop analytical systems to gather, categorize and report quality & services challenges from multiple input systems
Identify quality matters and coordinate with subject matter experts to develop root cause analyses and remediation recommendations.
In conjunction with leadership, prioritize focus areas and monitor and track improvement initiatives.
Administer assurance testing and quality review processes pursuant to the Quality program plan.
Oversight and maintenance of quality processes, policies, and procedures.
Oversight and coordination of quality management tracking for defined “performance measures”, to include requirement by business unit to create a quality improvement plan or appropriate response on any measure where the goal is not met for a protracted period.
Oversee status of quality improvement projects requiring corrective action and remediation.
Provide guidance to business areas on process improvement and quality matters.
Requirements:
Bachelor’s degree in business administration, process management, operations or a related field.
Ten or more years’ experience in health benefits and/or managed care industries.
Proven experience with process optimization, operations or business management.
Ability to communicate effectively, delegate, work both on a team and independently, and execute tasks while under pressure.
Strong multi-tasking, organizational, and problem-solving skills.
Commitment to quality of work and exceptional customer service.
Proven project management experience.
Knowledge of process improvement concepts and data management tools.
Advanced proficiency in Microsoft Office, including Word, Excel, Outlook and PowerPoint.
Benefits:
Medical, Dental and Vision Coverage
Prescription Drug Coverage
Fitness Reimbursement Benefit
Tobacco Cessation Program
Employee Assistance Program
Flexible Spending Account & Health Savings Account
401(k) and Profit-Sharing Plan
Bonuses
Generous Paid-Time Off
Volunteer Days
Education Assistance & Professional Development Opportunities
….and much much more!
You can read more about us at hpitpa.com/about-us/careers/
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