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Director of Process Improvement

Job Ref: 67719
Category: Professional
Department: MHP PMO
Location: 50 Water Street, 7th Floor, New York, NY 10004
Job Type: Regular
Employment Type: Full-Time
Hire In Rate: $125,000.00
Salary Range: $125,000.00 - $135,000.00

About NYC Health + Hospitals

MetroPlus Health Plan 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, MetroPlus’ 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

Reporting to the Deputy Chief Operating Officer, The Director of Process Improvement will be responsible for driving enterprise-wide process improvement projects through a strategic, customer-centric focus on operational excellence. This role will bring thought leadership and structure to the organization’s outcome driven cross functional process improvement projects. This role requires expertise in change process, and the ability to work on multiple projects across all organizational departments within all levels of the organization.

Job Description

  • Support risk assessment efforts to inform organizational priorities, goals and objectives
  • Manage mission critical, complex projects to deliver results within the authorized budget on the approved time schedule
  • Manage the defined scope of work, controlling scope as required to deliver results
  • Apply independent judgment in methods, techniques and evaluation criteria for obtaining results.
  • Apply appropriate management techniques based on project specific needs, risks and differences in core team member skill levels
  • Participate in the development of organizational strategic goals and objectives
  • Create, implement and manage, project plans, business requirement documents, communication plans, test plans and other project documents
  • Identify processes for improvement, coordinate and implement project plans, workflows and solutions across departments including claims, customer service,
  • medical management, product, vendor management and other health plan departments
  • Prioritize process improvement projects, track and monitor milestones
  • Provide support to cross functional teams and direction on various quality improvement initiatives
  • Educate staff on Performance Improvement principles, processes and measures of success
  • Ability to develop and execute progress in a timely and efficient manner
  • Track and monitor the progress of the various process improvement projects, prepare and present reports to key stakeholders and executive management
  • Conduct ongoing review, monitoring and oversight of intradepartmental processes and identify gaps and areas for improvement
  • Assist with the development and implementation of department policies and procedures and workflows
  • Coordinate, assign resources, and oversee process improvement workgroups
  • Develop, implement and manage process improvement scorecards and dashboards
  • Recommend process changes to enhance operations or improve outcomes as needed
  • Audit and evaluate intradepartmental processes
  • Develop and implement departmental work plan and corrective action plans that support process improvement and operational excellence
  • Facilitate improvement on cross functional operational initiatives including tracking and trending milestones and progress towards goals
  • Evaluate departmental success through outcome attainment, revising methods and processes to meet organizational evolving structure and needs
  • Works collaboratively and in conjunction with Executive Staff on process improvement initiatives and continuous improvement initiatives

Minimum Qualifications

  • Bachelor’s degree required
  • 5 years of relevant experience in managed healthcare
  • 2 years of cross functional continuous process improvement experience
  • Experience with the development and implementation of project plans and work plans
  • Experience managing projects across a broad range of project specialty areas
  • Experience implementing third party applications required
  • Ability to develop and maintain relationships with internal and external stakeholders
  • Ability to assume a consultative role with executive management and external executives
  • Extensive working knowledge of management techniques as applied to projects
  • Experience assembling and motivating cross-functional teams that work together to meet requirements
  • Able to work in both technical and operational environments
  • Creative problem-solving skills; a win-win mentality
  • Excellent communication skills
  • Understanding of Project Management tools including Microsoft Project, Excel, Project, Tableau, and Time Tracking Systems.

Professional Competencies

  • Integrity and trust
  • Customer focus
  • Functional/technical skills
  • Detail orientation
  • Analytical
  • Written/oral communication