Director, Operational Excellence

Job Description

Director, Operational Excellence

RxBenefits is hiring! The Operational Excellence Program Director is uniquely positioned to ensure the success of people, projects, and processes to deliver upon and exceed client expectations. The Director will direct and oversee a journey of excellence for RxBenefits Client Operations and Client Onboarding, aligning with our core values, for a culture of continuous improvement and high quality that positively impacts our customers & employees. This role will have focused responsibilities leveraging data to analyze and forecast customer needs and outcomes while also serving in a key capacity to support the service and recovery for key client relationships. They are responsible for discovery and identification of high-impact cross-functional projects that improve operational efficiencies and deliver lasting change. The Director is responsible for client success by establishing and designing processes to support Critical to Quality metrics. You will be focused on directing, managing, improving, and measuring the work we do to deliver a best-in-class experience for clients and their members; focusing on solutions that will scale with our continued business growth. This role will work across teams within RxBenefits to identify improvement opportunities that result in a positive employee experience while delivering on expectations to our clients. This role will also collaborate across business units to successfully implement changes which may be driven by internal process/product changes, client expectations, internal data/feedback, PBM partners, and/or regulatory/compliance requirements. The successful candidate will be a proactive, organized, and innovative individual capable of directing and improving our business processes.

Essential Job Responsibilities Include:

• Create a continuous improvement (CI) culture that drives behaviors of employees to challenge the status quo in order to deliver sustainable results in quality, cost and delivery.
• Assess the customer experience, identifying opportunities to improve or enhance current processes, roles, or tools.
• Identify and develop strong relationships within RxBenefits functional areas, leveraging these relationships to drive consistent, connected processes and expectations. This role is a key thread that supports collaboration and connection in how we work and deliver operationally.
• Maintain working knowledge of all RxBenefits service offerings, products, and strategic goals, leveraging this knowledge to assess and prioritize recommended process improvement efforts.
• Participate in planning the annual process improvement roadmap and initiatives, working with key leaders while assessing strategic priorities, financial impact, and other outcomes. Ensure recommendations clearly illustrate potential value, ROI, identified risks, and constraints.
• Select process improvement opportunities that improve quality, reduce costs, increase productivity, and improve cycle time by reducing waste resulting in significant business improvement and customer satisfaction. Use a standard set of Lean/Problem Solving tools and analyses and drive the consistent use of these standards by others.
• Lead and/or oversee project teams to design, develop, and implement processes, strategies, and solutions that enhance overall performance encompassing the right people, process, and tools.
• Report on progress of projects and other initiatives, understanding and communicating the risks, dependencies, budgets, resourcing, issues, critical milestones, and actions necessary to succeed.
• Assess newly implemented processes to understand adoption and success, recommending change or mitigation efforts where gaps exist. Leverage both data, observation, and discussion to complete assessment, associated recommendations, and to report impact of changes.
• Gain agreement on the key performance indicators and critical to quality elements in order to measure success; evaluate performance against established metrics through audits and reporting and implement adjustments to ensure success. Use results to track and trend performance and to perform root cause analysis to identify improvement opportunities.
• Facilitate forums (C3) to create visibility of performance and risk identification and mitigation. This needs to become the central point of measuring, reporting, & mitigating risk to our clients.
• Provide data driven insights into customer health, risk, and key activities to leaders across the Client Operations teams.
• Ensure Client Operations and Onboarding leadership has full visibility to proactively manage and support all client relationships, ensuring visibility into performance and behavior.
• Serve as the key risk manager for the customer. Ensure root cause analysis are completed for all necessary issues, that outcomes result in change, discoveries are shared, and that trend analysis is regularly compiled and communicated to leaders.
• Create and deliver timely communications, customized for various audiences and stakeholder groups, to ensure critical knowledge is disseminated across the organization.
• Effectively role model the commitment and behaviors needed to meet the Company’s aggressive growth and retention goals including leveraging data & corporate strategy to prioritize the right projects.
  
  

Required Skills / Experience:

• Bachelor’s degree or commensurate experience required.
• 10 years of experience in operations, process, improvement role
• 5 years of experience pharmacy benefits or related industry
• 2 years of analytical reporting experience desired
• Working proficiency of company standard MS Windows and associated office productivity software tools (Word, Excel, PowerPoint) required
• Expertise with a CRM tool required, SalesForce preferred
• Prior experience with PBM systems/platforms (Optum, CVS and/or ESI) preferred
• Confluence or similar content management tool experience
• AdaptiveWorks or similar workflow management tool experience required
• Proven history of utilizing continuous improvement philosophy, tools and techniques to drive significant and quantifiable efficiency improvement projects; Six Sigma green belt certification required within one year if not certified
• Strong project management, planning and analytical skills; proven ability to apply these skills with skillful business acumen to complex situations with competing priorities
• Experience gathering, conducting analysis and evaluating data, identifying actionable insights, and developing clear and compelling solutions and strategies from the findings
• Process minded individual who understands how to guide a team to execute with utmost thoroughness and accountability
• Broad business knowledge and ability to link customer needs with business processes
• A strategic, solutions-oriented guide to meeting client needs, able to see the whole picture and think outside of the box while effectively addressing the goals of all partners
• Highly collaborative team player with the ability to work effectively across all departments to build successful relationships with various stakeholders to drive a culture of accountability
• Excellent communication and interpersonal skills; able to work with people of varied technical backgrounds and management levels
• A high level of curiosity, passion for learning, and passion to help others be successful
• Ability to manage workload autonomously, make decisions, work in a complex environment
• Ability to facilitate consensus and obtain buy-in to drive successful adoption of change