Process Improvement Professional 2
About The Position
The Process Improvement Professional 2 is responsible for driving process adherence, operational performance, and continuous improvement across clinical referral workflows. This role partners closely with referral supervisors, market teams, analytics partners, and program leadership to monitor performance trends, manage reporting needs, support tactical initiatives, and ensure referral processes meet defined service-level expectations. The position plays a key role in advancing clinical referral excellence by using data, operational insights, and structured action planning to improve process consistency, market performance, and team outcomes. This role establishes operational priorities, and develops standardized processes and practices to support clinical operational effectiveness. Aligns operational processes with organizational goals, regulatory requirements, and industry best practices to ensure efficiency, quality, and sustainability in operations and service.
Requirements
- Experience supporting healthcare, clinical operations, referral management, program operations, or related business functions.
- Strong understanding of operational process management, performance monitoring, and workflow adherence.
- Ability to interpret data, identify trends, and translate insights into actionable plans.
- Experience working with dashboards, reporting tools, analytics partners, or operational performance metrics.
- Strong communication and meeting facilitation skills.
- Ability to collaborate with cross-functional teams, including supervisors, market leaders, analytics teams, and program leadership.
- Strong organizational skills with the ability to manage multiple priorities, timelines, and deliverables.
- Experience developing action plans to address performance gaps or missed SLAs.
Nice To Haves
- Understanding Gated vs Non-Gated Referral Processes
- Healthcare referral operations experience.
- Experience working with clinical teams or care coordination processes.
- Familiarity with Workday or similar HR systems.
- Experience managing tactical project deployments or market-level operational initiatives.
- Experience leading supervisor meetings, performance reviews, or operational huddles.
- Strong analytical skills with experience using KPI reporting to drive process improvement.
Responsibilities
- Drive adherence to current-state referral processes and provide proactive operational support to ensure workflow consistency.
- Partner with analytics teams to manage referral data dashboards, reporting tools, and performance tracking resources.
- Provide data and reporting requirements based on market needs, operational priorities, and discussions led by the Program Delivery Lead.
- Coordinate dashboard updates, enhancements, and changes while tracking timelines and progress through completion.
- Monitor referral-related process KPIs and support initiatives that improve clinical referral excellence.
- Track weekly market trends to identify markets or teams experiencing decreased performance.
- Develop tactical action plans to support market performance improvement and address operational gaps.
- Report weekly progress on tactical team performance, outcomes, and action plan status.
- Create next-step plans for upcoming tactical team projects, initiatives, or market deployments.
- Lead bi-weekly Referral Supervisor meetings to review process adherence, performance trends, challenges, and success measures.
- Conduct ad hoc one-on-one meetings with Referral Supervisors as needed to support execution, accountability, and issue resolution.
- Develop action plans when service-level agreements are not being met and track progress toward resolution.
- Complete HR and Workday-related tasks for the tactical team, as assigned.
Benefits
- medical
- dental
- vision
- 401(k) retirement savings plan
- time off (including paid time off, company and personal holidays, paid parental and caregiver leave)
- short-term and long-term disability
- life insurance
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
