Manager, Process Improvement & Operational Excellence-Salesforce (Remote)

Molina Healthcare•Long Beach, CA

9d•$72,371 - $156,803•Remote

About The Position

Leads and manages a team responsible for process improvement initiatives that result in operational efficiencies and/or increase customer satisfaction. Assists in the development of enterprise process improvement methodologies and the implementation of business process improvement capabilities.

Requirements

At least 7 years of health care operations, process improvement and/or lean management experience, or equivalent combination of relevant education and experience.
At least 1 year of management/leadership experience.
Understanding of all areas of health plan operations including: claims processing, customer service/call center, provider contracting, benefit design and configuration, product development, membership accounting and enrollment, operational systems, provider contracting, authorizations/referrals, and utilization management.
Experience with Medicare, Medicaid, and Marketplace plans.
Understands key revenue levers and cost drivers of business processes.
Understanding of critical success factors for the industry.
Experience designing and delivering solutions related to operational improvement functions.
Ability to work cross-collaboratively across a highly matrixed organization and establish and maintain effective relationships with internal and external stakeholders.
Strong organizational and time-management skills ability to manage simultaneous projects and tasks to meet internal deadlines.
Strong verbal and written communication skills.
Microsoft Office suite (including Excel), and applicable software programs proficiency.
4+ years of experience in process improvement, operational excellence, business intelligence, or analytics roles.
Required hands-on experience supporting operational processes and data management for the following platforms: Salesforce (CRM), Genesys (Telecom), Member, Provider and Broker.
Proven ability to translate complex, multi-system data into process improvements and operational insights.
Experience operating in integrated, enterprise system environments.
Strong communication, organization, and problem-solving skills.

Nice To Haves

Lean certification and/or Lean Six Sigma black belt.
Health care related process improvement experience with demonstrable successes in application of Lean/Six Sigma.
Salesforce Administrator Certification.

Responsibilities

Oversees program development, implementations and process improvement initiatives.
Assesses business and operational needs for opportunities to improve efficiency, productivity, effectiveness, and accuracy.
Collaborates with senior leadership to develop and deploy organizational strategies to optimize workflows.
Uses Lean and Six-Sigma methodologies to create and maintain a culture of continuous improvement.
Develops and conducts process improvement trainings.
Conducts meetings and disseminates communications related to process improvement activities.
Hires, trains, develops and manages team, demonstrating accountability for team performance and achievement of quality/department-specific goals.
Lead end-to-end process improvement initiatives, from problem identification through implementation and measurement.
Analyze current-state workflows and system behavior to identify inefficiencies, risks, and improvement opportunities.
Define future-state processes supported by data, clear metrics, and operational outcomes.
Establish KPIs and success measures to track adoption and performance improvements.
Serve as a subject-matter expert across core operational platforms, with a strong understanding of how system design and data impact business processes.
Understand upstream and downstream data flows and how system changes affect operational performance and reporting.
Partner closely with IT, Product, and Operations teams to support system enhancements, process changes, and analytics continuity.
Translate system and operational data into actionable insights that inform process decisions.
Ensure accuracy, consistency, and usability of reporting tied to operational workflows.
Partner with analytics and reporting teams to ensure dashboards and metrics accurately reflect operational workflows.
Act as a trusted partner to Sales, Agent Operations, and Member/Provider teams.
Communicate complex process and system insights clearly to both technical and non-technical stakeholders, including leadership.
Manage timelines, dependencies, and delivery commitments across multiple concurrent initiatives.