Continuous Improvement Engineer

EVERSANA•Chesterfield, MO

2d•$67,000 - $80,000

About The Position

This position is primarily responsible for leading process and quality initiatives supporting the Otsuka Patient Assistance Foundation (OPAF) program, specifically as it relates to OPAF’s global engagement initiative to support best-in-class patient experience. These responsibilities include but are not limited to: developing and continuously improving controls to develop and uphold internal quality and client requirements, monitoring and reporting on patient-centric KPIs related to OPAF and EVERSANA’s cultural values and beliefs, auditing program activities (including documentation review, call monitoring, and service level auditing), overseeing program training deliverables, and facilitating program improvements to deliver on client expectations and maintain the operational excellence of the department and organization. At OPAF, we believe in the power of empathy and dedication to transform the patient journey. Our contracted global engagement team is our most valuable asset, committed to supporting patients facing access barriers with unwavering dedication. As part of OPAF’s global engagement team, the Patient Experience Continuous Improvement Engineer ensures alignment with EVERSANA’s cultural beliefs, and supports and facilitates OPAF’s promise to: Be Compassionate: We will deliver care with empathy and expertise. Be Innovative: We will reduce barriers and find effective solutions for every patient. Be Committed: We will meet each day with dedication to making a positive impact for patients. Together, we strive to make a meaningful difference in the lives of our patients, ensuring they receive the support they deserve.

Requirements

Strong computer skills, with working knowledge of Microsoft Office Suite (Excel, Word, PowerPoint).
Strong teaching abilities and mentoring skills.
Training new and experienced employees on a new or updated workflow or procedure to improve their performance.
At least 5 years’ experience in the healthcare space with focus on process design and improvement
At least 2-3 years’ experience managing process improvement initiatives aligned with key principles of Lean and Six Sigma
At least 2-3 years’ experience in a call center environment with high understanding of quality initiatives in a call center environment
High critical thinking skill set
Demonstrated experience with managing multiple complex projects
Experience leading cross-functional workshops and meetings
Bachelor’s Degree in a healthcare field or business management or equivalent combination of education and experience.

Nice To Haves

Strong working knowledge of ACTICS Salesforce systems.
Strong working knowledge of pharmacy dispensing system requirements.
Pharmaceutical or Healthcare experience required.
Previous experience in a Continuous Improvement or Operational Excellence role preferred.
Pharmacist or Pharmacist Technician licensure preferred.

Responsibilities

Cultural Ambassador for the OPAF program, serving as a primary stakeholder for EVERSANA’s OPAF client program team members’ adherence to the OPAF global engagement team’s Patient Promise.
Oversees OPAF program governance, KPIs, and ongoing improvement initiatives related to Speed to Therapy, Adherence, and other key program operational deliverables in order to fully empower our patients.
Coordinator and Primary Point of Contact (POC) for program-specific training materials, training initiatives, delivery of training, and ongoing training compliance for the client program. Leads and supports onsite training activities at the Chesterfield, MO site as needed.
Coordinates, fosters, and facilitates partnership and cross-solve between the client program Global Engagement team and the Specialty Pharmacy team to ensure seamless service delivery excellence to our patients.
Performs/supports routine call monitoring evaluations of the OPAF program to ensure compliance to client and EVERSANA specifications and designated scorecard type.
Performs/supports case audit evaluations of the OPAF program to ensure accuracy and completeness of patient records.
Provides appropriate and effective feedback/coaching from call monitoring and case audit evaluations to frontline staff in order to improve overall scores for program team members.
Provides actionable insights and trends through the development of client-specific measures, assessments, improvements, and other reports for internal and external review.
Performs and leads routine internal process audits and audit response plans, both remote and on-site as needed.
Investigates and addresses nonconformities from previous internal and external audits through the EVERSANA Corrective and Preventative Action Program, as well as identify and implement Preventative Actions to improve operations.
Review and recommend updates to the Quality Policy Manual, and Standard Operating Procedures, WI, and key resource documentation including creation.
Process mapping resource for new processes or change of process.
Leads quarterly Record Review initiative, including scheduling kick-off meetings internally, external audit review sessions with client and will be responsible for sharing feedback with client.
Leads routine external calls with OPAF client to provide updates on performance, training, and quality-related topics and initiatives relevant to program deliverables and global engagement team matters.
Creates, updates and manages all relevant program-specific controlled documentation including SOPs, Work Instructions, Resource Documents, and Job Aids. Managing internal changes as required and client directed.
Use methodologies like Lean, Six Sigma, or Kaizen to streamline workflows and reduce waste.
Ensure compliance with internal policies, industry regulations, and customer requirements.
Use tools like SQL, Excel, or BI platforms to generate insights and dashboards.
Prepare reports and presentations for senior leadership on performance metrics and improvement outcomes.
Supports the Client and the EVERSANA Quality/Compliance team in implementing EVERSANA Patient Services Process Quality / Operational Excellence initiatives and deliverables in accordance with Total Quality Management (TQM) principles.
Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
All other duties as assigned