Operational Excellence Director

Strategic and operational leader responsible for designing, implementing, and optimizing the clinical excellence shared services unit within Clinical Operations. This role ensures that cross-functional clinical and administrative processes are agile, scalable, data-driven, and aligned with the highest quality standards. The Director will lead a Multiskilled team focused on continuous improvement, project governance, data analytics, and quality assurance, serving as the critical alignment bridge between internal clinical operations, internal stakeholders and partnered medical groups.

• Design and direct the shared services framework for clinical operations, ensuring cost-efficiency and process standardization.
• Establish and monitor Service Level Agreements (SLAs) and key operational performance metrics (KPIs) across all clinical support areas.
• Identify operational bottlenecks within the clinic operations and deploy process improvement methodologies (Lean, Six Sigma, Agile) to maximize productivity and regulatory compliance.
• Provide direct leadership and professional development for a high-performance team, including:
  Regulatory and Quality Assurance Specialists and Experts:
  Ensure the design of rigorous clinical and operational compliance audit and monitoring frameworks.
• Business Intelligence and Data Analysts:
  Oversee the creation of data models, operational dashboards, and business intelligence to drive executive decision-making. Implement new technology and business solutions to optimize operations and/or clinical outcomes
• Strategy Execution and Support Associates:
  Lead projects planning and execution ensuring transformation initiatives are delivered on time, within budget, and with properly aligned executive sponsors and medical groups.
• Lead regulatory processes, policy and programs evaluations.
• Support clinical operations with the development of regulatory documents and audits readiness.
• Work closely with Data Analytics to develop and ensure accuracy of dashboards and data analyses.
• Develop and deliver high-impact proposals, variance analyses, and performance metrics to Medical Groups and clinical committees.
• Facilitate operational integration between the clinical operations and providers, ensuring care models and cost/quality containment initiatives are fully aligned.
• Act as a change agent to foster a culture of operational excellence with external clinical partners and/or vendors.
• Ensure all operational excellence initiatives comply with applicable local, state, and federal healthcare regulations.
• Deliver executive-level progress reports, Return on Investment (ROI) analyses on improvement projects, and quality status updates to VP.

• Bachelor's Degree in Business Administration or Industrial Engineering

• Bachelor’s degree in Business Administration, Industrial Engineering, Healthcare Administration, or related field. (Master’s Degree/MBA/MHA highly preferred). Minimum of 5 to 7 years of progressive leadership experience in operations, preferably within a Health Plan (Managed Care Organization - MCO) or integrated health system.
• Project Management Professional (PMP) or Agile/Scrum certification is a plus. Proven track record managing Shared Services units and leading multidisciplinary teams (QA, analysts, project managers) preferred. Direct experience preparing and delivering executive-level presentations to Medical Groups / Clinics.
• Current/valid driver’s license for Puerto Rico. Preferred Certification:
  Lean Six Sigma Black Belt or Green Belt (with demonstrable experience leading projects).

• PMP - Project Management Professional (preferable)