Process Manager E&B

The Process Manager for Enrollment and Billing (E&B) leads the execution of processes that support the delivery of critical health services for Healthfirst customers. The incumbent monitors, reports, and plans for improvement across a set of core operational processes. The process manager oversees and optimizes the daily execution of process tasks and procedures owned by line of business (LOB) leaders, manages the throughput of value through each process, and reports on process health.

He/she is accountable for the development and management of all supporting process documentation, including reports, process maps, data measurements, user support content, and continuous improvement plans.

• Ensuring successful execution of assigned business processes
• Forecasting, tracking, trending and reporting out operational KPIs
• Ensure process compliance with regulatory requirements
• Developing and managing a continuous improvement agenda for E&B core operational processes
• Collaborating with delivery teams as part of the E&B Software Delivery Lifecycle to represent and plan for process impacts resulting from new capabilities
• Representing E&B processes as a subject matter expert across associated metrics, systems, and people
• Identifying, implementing, and managing critical data measures, metrics, and control points within processes
• Collecting, analyzing, and communicating insights to a variety of stakeholders to provide visibility on the quality of process execution
• Using a data-driven approach to articulate the throughput of value through a process and ensuring that resources and systems are optimized for delivery
• Connecting the throughput of a given process to customer experience
• Identifying, understanding, and managing impacts that are upstream and downstream to a given process
• Developing and maintaining all documentation to support process execution
• Ensuring the learning of all users within a given process and partnering on the development, planning, and delivery of supporting communication and training
• Communicating via channel and approach that is efficient, engaging, and appropriate for respective stakeholders
• Leading by example while developing teammates through coaching and learning plans
• Managing all key stakeholder expectations and relationships in a proactive manner
• Building people and teams through collaboration, actively seeking input and perspective from others, being an active listener, and celebrating success and failures as opportunities for improvement

• Bachelor’s degree from an accredited institution or equivalent experience
• HS Diploma or GED from an Accredited Institution
• Demonstrable understanding and proficiency of process management
• Demonstrable proficiency with the Microsoft Office suite of applications
• Experience leveraging basic project management skills and tools
• Demonstrable proficiency of complex problem-solving skills
• Experience in an operational department within the healthcare industry (which can include commercial insurance plan, hospital, nursing home, third party administrators, or other related area).

• Experience managing processes through business process management, LEAN or Six Sigma methodologies and tools
• Project management certification
• Two (2) plus years’ experience in process management
• Experience with process mapping tools
• Healthcare experience a plus - industry work experience in healthcare such as hospital, managed or long-term care, insurance, government or other healthcare agency
• Experience with enrollment, billing, and payment processing processes

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