Continuous Improvement Lead

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.Operation Support

Job title:Continuous Improvement Lead

Job Description:

DUTIES & RESPONSIBILITIES:

Performance Management:

Drive Improvement projects/activities across the vertical

Redesign process to suit the improvement plan

Work closely with operations team to collect data and assess the current situation

Network with other experts to exchange learnings and good practices both internally and externally

Developing and executing key process excellence & digital transformational project roadmaps for aligned businesses

Interact with Clients for understanding Key Business Priorities and Opportunity Identification

Provide Innovative leadership driving quality and performance

Direct the identification of gaps and improvement in the various processes

Ensure the use of problem solving and root cause analysis where necessary

Help deploy Lean Six Sigma framework to improve Process performance

Lead VSM and Problem solving workouts with the aligned businesses

Monitor and Audit the deployed processes for effectiveness and efficiency

Responsible for the Visual Management of dashboards and metrics

Responsible for generating business impact for the client using the CI methodologies and frameworks

People Management:

Handles and resolves inconsistency of the team to change as it involves conflicting views and opinions.

Conducts meetings. Expands training knowledge through seminars and keeping abreast of current quality issues.

Develops and trains analysts through coaching, providing work guidance and motivation. Also includes counseling for disciplinary actions.

Communicates account overall process improvement performance to Operations Manager.

Process Improvement:

Provides continuous improvement of processes and systems.

Conducts process improvement plan and quality communication with the client handled, operations and training management.

Technical:

Designs and implements reports to establish patterns and trends of quality issues as they may arise.

Able to provide quantifiable data to all quality judgments that are made.

Others:

Perform tasks assigned by his/her immediate Head.

Actively assist in maintaining operational excellence on critical metrics such as service levels.

Render phone time as required/scheduled and when needed to help with Operations’ service levels, call volume, etc.).

General Safety and Security

Protects the organization’s assets by upholding the principles of the Quality Information Security Management System (QISMS).

Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization’s business functions.

Remain compliant with the relevant business, local and international regulatory and legislative requirements particularly the Health Insurance Portability and Accountability Act of 1996 (HIPAA) – For Healthcare Accounts.

COMPETENCY REQUIREMENTS:

With Moderate Competency Level in ff.:

Communication Skills (Spoken)

Communication Skills (Written)

Customer Service Orientation

Computer Literacy

Job Knowledge

Sense of Urgency

Passion for Excellence

Working in Teams/Interpersonal Skills

Work Organization

Drive for Results/Execution

Thriving in Change

Expertise/Analytical Skills

Product Knowledge

Typing Skills

Problem Solving

Training Needs Analysis

Process Improvement

Performance Management

Discipline Management

Change Management

With Expert Competency Level in ff.:

Expertise/Analytical Skills

OTHER REQUIREMENTS:

Reports to:

Continuous Improvement Associate Manager / Manager

Supervises:

Continuous Improvement Specialists

Essential Qualifications:

Preferably any 4-yr College Degree and/or equivalent experience, 1-2 years call center experience and call monitoring.

Knowledge on Quality/Stat tools and Six Sigma Methodology

Experience in using Minitab, Text Analytics, Speech Analytics

Proficiency in using MS Excel and PowerPoint required

Good presentation and facilitation skills

Good analytical and problem solving skills

Work environment:

The work environment is professional, office. Business casual attire.

Work at Home:

Ability to create and follow business plans

Time management skills

Be reliable and responsible

Organizational skills

Willingness to seek help and ask questions

Adaptability and Flexibility

Self-Motivated

Technically proficient

Ability to work independently

Proactive

Ability to work as part of a virtual team

Strong written and verbal communication skills

Reliable home office equipment and internet connectivity

Excellent problem solving skills

Ability to work with little supervision

Strong work ethic; Integrity

Physical demands:

May require weekend or evening work

Location:Iloilo, Ayala Technohub BuildingPhilippines

REQ-011077