Business Transformation Lead

MetroPlusHealth provides the highest quality healthcare services to residents of Bronx, Brooklyn, Manhattan, Queens and Staten Island through a comprehensive list of products, including, but not limited to, New York State Medicaid Managed Care, Medicare, Child Health Plus, Exchange, Partnership in Care, MetroPlus Gold, Essential Plan, etc. As a wholly-owned subsidiary of NYC Health + Hospitals, the largest public health system in the United States, MetroPlusHealth network includes over 27,000 primary care providers, specialists and participating clinics. For more than 30 years, MetroPlus has been committed to building strong relationships with its members and providers to enable New Yorkers to live their healthiest life.

Position Overview

MetroPlusHealth is seeking a Business Transformation Lead who will help drive the way we conduct and operate traditional business functions, challenging the status quo and injecting innovative thought leadership to improve operational efficiencies and lead the flawless execution. The Business Transformation Lead will partner with our cross-function stakeholders to introduce and implement new capabilities throughout the organization. These include, but are not limited to, migrating to a new Core Processing System, managing the product roadmap of our Customer Relationship Management (CRM) solution, and supporting new business expansion opportunities. They will understand current state processes, including upstream and downstream impacts, identify opportunities to optimize how we operate, and implement innovative solutions. This individual will work closely with the operations and IT teams to ensure a seamless execution of all initiatives. The capabilities managed by the Business Transformation Lead will enable an enterprise-wide process evolution such that the organization becomes more flexible, scalable, adaptive, and responsive to new and existing markets and customers. 

This position will report directly to the Vice President of Business Transformation. The ideal candidate will have an enthusiasm for operations, technology, data, transformation, and innovations. 

• Develop, plan, and lead the implementation of large-scale transformation programs, aligning initiatives with organizational objectives and system priorities.
• Collaborate with key stakeholders to ensure a unified approach to transformation, fostering engagement and commitment across the organization and third-party vendors or consultants.
• Manage the intake and prioritization process for all Salesforce and other transformation product requests.
• Design and maintain a project plan that includes all critical milestones, tasks, resources, delivery dates, interdependencies, risk, issues, and key assumptions.
• Identify and escalate risks and issues while creating corresponding mitigation plans.
• Lead all cross functional program activities and meetings to ensure alignment with all stakeholders, key decisions are being made, and deliverable are completed on time.
• Provide comprehensive reports that outline the progress, risks, issues, and decisions tied to all transformation program initiatives.
• Recognize new opportunities and develop innovative solutions to create operational efficiency within the different functional areas across the organization.
• Identify industry best practices to enhance processes and drive system improvements.
• Review business requirements to ensure alignment with the program objectives.
• Create current state and future state business requirements and process workflows demonstrating opportunities for improvement.
• Partner with Compliance to understand applicable state and federal regulations and ensure all proposed solutions and processes are compliant.
• Partner with Enterprise Architecture to ensure adherence with approved tools or identification of additional technologies as applicable.
• Create and implement change management strategies and plans that drive employee adoption and minimize resistance.
• Contribute to the creation of any communication or training materials that will be leveraged when conducting formal training of team members.
• Ability to take on additional tasks as needed.

• Bachelor’s Degree in Business Administration, Healthcare, or any analytical field required;
• 5-7 years of relevant work experience
• 3 or more years of experience in healthcare/managed care operations preferred
• Experience in being part of large cross functional projects & programs
• Experience in operational effectiveness and process improvement initiatives that drive change
• Strong organization and prioritization skills to be able to manage multiple projects and priorities concurrently
• Must have a hunger to continually innovate and leave things better than you found it
• Exceptional facilitation skills and proven experience at driving consensus across multiple stakeholders
• Ability to effectively communicate with technical and non-technical stakeholders, translating between business needs and technical solutions
• Ability to be innovative, creative and think “outside the box”
• Exceptional problem-solving skills and a proactive approach to identifying and resolving challenges
• Ability to collect and analyze data – use information to build a case for change
• A demonstrated track record of driving the organizational and operational changes in the day-to-day business of a high-volume operation using current and new technology, achieving service excellence
• Experience working in Salesforce
• Proficiency in Microsoft Office – specifically Word, Excel, VISIO, and PowerPoint

Professional Competencies

• Integrity and Trust
• Customer Focus
• Strategic Planning
• Functional/Technical skills
• Effective written and verbal communication skills in a wide range of mediums.
• Proven presentation and organizational skills.
• Highly detail-oriented, resourceful, and self-motivated
• Work within timeliness, resource constraints, and with ever shifting priorities
• Able to prioritize among competing demands and establish processes to assure timely, accurate, and effective completion of multiple projects.

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