Manager, Operational Excellence - Process Innovation

St. Luke's University Health Network • Allentown, PA

1d

About The Position

St. Luke's is proud of the skills, experience and compassion of its employees. The employees of St. Luke's are our most valuable asset! Individually and together, our employees are dedicated to satisfying the mission of our organization which is an unwavering commitment to excellence as we care for the sick and injured; educate physicians, nurses and other health care providers; and improve access to care in the communities we serve, regardless of a patient's ability to pay for health care. The Manager of Operational Excellence – Process Innovation drives efficiency and continuous improvement across assigned operational areas. This role develops and maintains operational workflows, standard operating procedures (SOPs), and role-specific playbooks to ensure processes are documented, optimized, and consistently applied. Key responsibilities include partnering with operational leaders, HR, and support services to implement initiatives that enhance patient experience and care team effectiveness. Additionally, this position collaborates with our IT and Epic teams to align technology solutions with operational priorities and maximize system functionality. The position also works with SLPG Learning & Development to translate process documentation into training modules, reinforcing a culture of operational excellence across the organization as well as partnering with SLPG Data Analytics to define key performance indicators and monitor performance for continuous improvement

Requirements

• Proven capability to design, implement, and lead operational process improvement initiatives for assigned functional areas, fostering collaboration across teams and ensuring alignment with organizational objectives.
• Proven capability to lead and influence large, cross-functional teams—including Operations, Support Services, IT, and Epic Teams—while effectively engaging and collaborating with senior executive stakeholders.
• Comprehensive understanding of business administration principles and healthcare technology solutions, ensuring alignment between operational needs, user experience goals, and patient-centric care delivery.
• Ability to collaborate effectively with Project Management, Change Management, and Communication resources to plan, implement, and roll out process and technology improvements, ensuring clear scope, stakeholder alignment, and sustainable adoption.
• Advanced problem-solving and critical thinking abilities to evaluate complex scenarios, identify improvement opportunities, and implement data-driven solutions that optimize performance.
• Robust analytical skills to partner with SLPG Data Analytics teams in developing KPI dashboards, monitor adoption of IT/Epic solutions, and leverage insights for performance management and operational decision-making.
• Outstanding written and verbal communication skills to convey complex information clearly and persuasively to operational teams, physician leaders, and executive stakeholders, fostering alignment and engagement.
• Minimum: Bachelor’s degree in business administration, Healthcare Administration (or relevant major), Accounting, Finance, or related field.
• Minimum three (3) to five (5) years of business administration, financial, and/or decision support experience is required.
• Experience leading initiatives, leading others informally, and working in a team environment is required.
• Must possess advanced skills with business analytical tools of benefits such as MS Word, Excel, Access, PowerPoint, and Visio.

Nice To Haves

• Health system experience is strongly preferred.

Responsibilities

• Design and implement key operational processes, SOPs, and role-specific playbooks for assigned functional areas to drive operational consistency, scalability, and alignment with organizational objectives.
• Lead continuous improvement of key operational processes in collaboration with Operations teams, leveraging data-driven insights and best practices to enhance efficiency, reduce variability, and deliver more patient-centric care.
• Partner with IT and Epic teams to assess and recommend technology solutions and upgrades that align with business priorities and enhance user experience, ensuring seamless integration and support for patient-centric care delivery.
• Monitor and analyze the adoption and utilization of IT and Epic solutions across operational care teams, identifying gaps and opportunities to optimize system performance and enhance workflow efficiency.
• Collaborate with SLPG and IT Project Management resources to ensure timely delivery, effective resource utilization, and alignment with organizational priorities of process improvements.
• Collaborate with SLPG Communication and Change Management resources to create clear messaging and engagement strategies that drive adoption and sustainment of process improvements.
• Partner with the SLPG Learning and Development team to develop training curriculum, content, and modules based on established key operational processes, SOPs, and role-specific playbooks, ensuring consistency and alignment with organizational standards.
• Collaborate with SLPG Data Analytics teams to design and implement KPI dashboards for key operational processes, enabling performance management and delivering data-driven insights to improve outcomes across related functional areas.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager