The Northern Light Health Process Improvement Specialist is responsible for managing strategic development and operational development initiatives across the system to deliver clinical and/or business benefits. The specialist will facilitate multiple projects, use standard processes as a vehicle to achieve outcomes and drive results, complete relevant analyses either individually or as part of a team, and play a key role in influencing change within and across business units. The individual will be expected to quickly understand existing and new business constructs, both internal and external.
The specialist plans, manages, and executes projects of moderate scope, size, and complexity and coordinates efforts with others (subject matter experts, area leaders, financial analysts, clinicians, etc.) to ensure any cross-team, cross-functional collaboration activities and dependencies are addressed for the success of each initiative/project.
The individual will ensure effective management of key stakeholder expectations, particularly ensuring successful engagement of staff affected by approved changes. Occasionally, the specialist will be required to champion and deploy business and/or process improvement toolsets to a workgroup, to build new capabilities through knowledge sharing and coaching. The ability to lead a team to a successful endpoint without formal authority, using a collaborative approach is key.
Most projects or initiatives to be facilitated by the Specialist will have a Return on Investment (ROI) or similar metric assigned. The initiatives are designed to address specific business and/or clinically-related challenges. While the challenge may be well-defined, the optimal solution(s) may be unknown and will need to be designed and tested prior to implementation. Consequently, the ability to either independently or in teams, successfully complete root-cause analyses, develop an executable plan, identify and plan for risk associated with the plan, establish necessary buy-in and present the overall case, and then facilitate the process implementation, on time and on budget, are all critical success factors for this assignment.
Job Functions and Duties
· Knows, understands incorporates and demonstrates the NLH Mission, Vision and Values in leadership behaviors, practices and decisions.
· Responsible for all aspects of project life cycle including the definition, design, development, deployment, maintenance, and benefits tracking of assigned initiatives/projects, from original concept past final implementation and continued support to operations refinement and benefits realization.
· Utilize a well-structured set of tools and methodologies based upon Lean Six Sigma and Project Management methodologies to enable the management and delivery of projects.
· Facilitates work sessions (meetings, workshops, etc.) with small teams in order to achieve a desired set of objectives. The candidate will craft the agenda, establish (with leaders) the intended outcomes of that session, and keep the participants focused on the goals.
· Coordinates the assessment of, and defines the current state and subsequent root-cause and/or workflow analyses that lead to the current challenge.
· With the team and leaders, the candidate develops a detailed and executable project plan. The plan recognizes requirements, dependencies and risk/mitigation. Timelines, resourcing and responsible parties are also identified. When appropriate, budgeting and financial impact are coordinated with Financial Planning and Analysis.
· When a definitive future state cannot be immediately identified, an "agile" or iterative process needs to be utilized. System engineering techniques may be deployed.
· Coordinates efforts with others at any and all levels across the system. Updates project status, communicates goals, seeks input on concerns, and generally creates an environment of transparency for issues, escalation and accountability.
· Leverages innovation tools and methodologies when solutions require more than traditional efficiencies and process improvements are insufficient.
· Creates and coordinates the detailed business plan that describes the proposed change, implementation plan and expected benefit, including the ROI, financial benefit, or similar metrics.
· Works with business partners and external consultants on larger projects.
· Coaches/trains the application of clinical and business process improvement methodologies to other stakeholders.
· Ensures an effective and complete transfer to the operational business owner on project completion.
· Creates and enables reinforcement mechanisms and celebrations of success.
· Works with the Office of System Communications, training, HR and other operations specialists to formulate specific plans and activities to support project implementation.
· Documents processes and procedures for lessons learned and replication by the ePMO.
Note: Duties listed above reflect the majority of the duties of this job and does not, nor is it intended to, reflect all duties that may be required for an incumbent in this job to perform.
Education and Experience
A bachelor's degree and 5 years of related experience is required. Master's degree and two (2) years working in clinical environments is preferred. At least one (1) discriminating strength from the following areas is strongly preferred: Project Management Institute (PMI) Project Management Professional (PMP) certification; Lean /Six Sigma Black Belt; Baldrige Performance Excellence Program training and/or experience; other clinical, quality, program management or leadership certification.
Knowledge, Skills, and Abilities
· Evidence of building relationships with and managing expectations of stakeholders at all levels
· Strong interpersonal skills with capability to design and lead meetings, interviews and workshops with a range of audiences across the organization and externally
· Strong consulting and communication skills, with ability to translate complex, difficult or potentially contentious issues into clear options, assessments and reports, tailored for the audience
· Strong organizational, analytical, decision-making, and planning skills and experience
· Leadership and motivation of multi-disciplinary teams and disparate groups, who may or may not be under your direct management responsibility, using strong facilitation and negotiation skills and experience
· Sound analytical and problem solving techniques with ability to prioritize problems and demonstrate resourcefulness in their resolution
· Exceptional communication skills – both written and verbal; excellent active listening skills
· Able to work effectively at all levels in an organization
· Problem solving and root cause identification skills, including ability to parse through often misleading information to identify the relevant indicators
· Demonstrated ability to organize and work independently, but must also be a team player and able to work with and through others
· Ability to influence others and move toward a common vision or goal
· Experience with large-scale organizational change efforts
· Proficient with MS Office applications (MSWord, Excel, PowerPoint, Visio, MS Project)
· Clinical workflow mapping skills and working knowledge of EHR Applications a plus
Supervision Received (ability to act independently)
Receives general guidance and acts independently to achieve established goals.
Indicate any special organizational/policy impact
Typical Contacts (Internal/External)
Regularly interacts with leadership and employees across NLH at all levels, as well as with external partners, institutions, organizations and consultants.