Senior Director, Operational Process Improvement - Corporate

PACE Southeast Michigan • Southfield, MI

7d • Hybrid

About The Position

The Senior Director of Operational Process Improvement leads complex, cross-functional initiatives to improve clinical, administrative, provider, payor, and business operations across PACE Southeast Michigan. This role partners with senior leaders, center leadership, and operational teams to identify inefficiencies, reduce waste, improve financial performance, and drive measurable, sustainable outcomes. This leader brings a strong understanding of healthcare operations, provider workflows, and payor requirements, and translates that knowledge into practical process improvements that enhance participant, provider, and employee experience while supporting organizational growth.

Requirements

• Strong understanding of healthcare operations, including clinical workflows, provider behavior, payor requirements, and reimbursement models
• Ability to analyze complex operational and financial data and translate it into clear, actionable recommendations
• Proficiency in process improvement methodologies: ex. Lean, Six Sigma, PDCA, and root cause analysis
• Skilled in facilitating cross-functional teams through problem solving, decision making, and implementation
• Strong communication skills with the ability to tailor messages to frontline staff, leaders, and executives
• Ability to influence, build alignment, and drive outcomes in a matrixed org without direct authority
• Effective project management skills, including prioritization, planning, and execution across multiple initiatives
• Ability to navigate ambiguity, adapt to changing priorities, and maintain focus on sustainable results
• Bachelor’s degree preferred (or equivalent experience)
• Master’s degree preferred (or equivalent experience)
• Degree/professional experience focus in engineering, nursing, business, healthcare administration, organizational development, finance, public health, or related field preferred
• Minimum 8+ years of progressive experience in healthcare operations, process improvement, consulting, or related functions
• Minimum 3+ years managing people and teams
• Experience in provider operations, payor environments, managed care, value-based care, Medicare/Medicaid, or PACE strongly preferred
• Demonstrated ability to evaluate workflows through both operational and financial lenses
• Strong understanding of healthcare systems, reimbursement, utilization, and cost drivers
• Experience managing multiple priorities in a matrixed environment

Responsibilities

• Evaluates workflows across clinical, administrative, provider, payor, finance, compliance, and operational functions
• Identifies opportunities to improve efficiency, reduce variation, strengthen accountability, and enhance outcomes
• Assesses operational and financial impact including staffing models, utilization, referrals, authorizations, reimbursement, vendor performance, and care coordination
• Partners with leaders to identify process gaps, cost drivers, revenue opportunities, and quality concerns
• Uses data to establish baselines, monitor performance, and recommend sustainable improvements
• Leads improvement initiatives using Lean, Six Sigma, PDCA, root cause analysis, workflow redesign, and related methodologies
• Applies structured problem-solving approaches tailored to the situation and stakeholder group
• Facilitates multidisciplinary teams through complex operational challenges
• Uses qualitative and quantitative data to support decision making and solution development
• Leads multiple complex initiatives across departments and centers through full project lifecycle
• Develops project scopes, plans, timelines, communication strategies, and success measures
• Builds business cases that consider operational, financial, compliance, and staffing impacts
• Manages stakeholder expectations, gains alignment, and drives implementation
• Establishes key metrics and ensures ongoing monitoring and improvement
• Provides change management support to ensure successful adoption of new processes
• Supports leaders in implementing improvements that are practical, measurable, and sustainable
• Coaches teams on process ownership, accountability, and data-driven decision making
• Communicates complex operational, clinical, and financial information in clear, actionable ways
• Tailors messaging to frontline staff, leaders, executives, and external partners
• Provides written and verbal updates to senior leadership and stakeholders
• Coaches leaders on communication strategy and stakeholder engagement
• Builds strong partnerships across departments, centers, and external stakeholders
• Identifies key stakeholders, influencers, and decision-makers for each initiative
• Establishes credibility and trust to support collaboration and implementation
• Serves as a resource for process improvement across the organization
• Coach and mentor leaders and team members on improvement methodologies and data interpretation
• Supports development of operational discipline, accountability, and continuous improvement mindset
• Contributes to training and development initiatives to build internal capability
• Aligns work with PACE SEMI mission, values, and operational goals
• Models accountability, collaboration, curiosity, and respect
• Promotes a solution-oriented and participant-centered approach

Benefits

• Our employees are compassionate, curious, accountable, courageous, and authentic. They make choices according to what is best for our participants and strive to make a difference. For several years, they have made us a Top Workplace in our area.

What This Job Offers

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