Sr. Process Owner

Inspire Medical Systems Inc. • Minneapolis, MN

3d • $105,000 - $115,000 • Onsite

About The Position

Inspire is the first of its kind medical device designed to make a difference in the lives of those living with Obstructive Sleep Apnea (OSA). We are revolutionizing the sleep industry with our FDA-approved medical device, designed to reduce OSA severity for those who cannot tolerate or get consistent benefit from CPAP. Inspire Medical Systems is committed to enhancing patients’ lives through sleep innovation. We are steadfast in our commitment to prioritize patient outcomes, act with integrity and lead with respect. With positive persistence at our core, we are committed to all those we serve. The Business Process Owner supporting Patient Services is responsible for analyzing, designing, implementing, and monitoring call center processes to improve efficiency, reduce phone/emails and improve customer satisfaction. The specialist will eliminate waste, identify process inefficiencies, and implement best practices and strategies to improve performance metrics. This position will work collaboratively with various departments to ensure effective process implementation and tracking. The Process Owner will typically work in a call center environment and may be required to work occasional weekends or evenings to support process improvement initiatives.

Requirements

• Bachelor's degree
• Minimum of 5 years of experience in process improvement within a call center environment or medical device related field
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Ability to work collaboratively with multiple stakeholders
• Experience with process mapping and process improvement tools and methodologies
• Expert proficient in Microsoft Office suite, particularly Excel and PowerPoint

Nice To Haves

• Process improvement certifications such as DMAIC, Six Sigma, or Lean Six Sigma certification

Responsibilities

• Analyze call/email center issue types, prioritize issues, and identify ways to reduce call/email volume
• Develop, implement, and monitor process improvement plans and strategies.
• Partner with developers and engineers to ensure solutions improve end user experience.
• Deploy and deliver training programs to call center staff on process improvements
• Consistent methodologies for gaining feedback on areas of improvement from internal and external customers
• Provide phone coverage to the Patient Services queue during business hours and as part of “on-call” coverage when needed to field questions from Inspire employees, patients, and HCPs.
• Conduct root cause analysis and develop solutions to resolve process issues.
• Collaborate with various departments to ensure effective process implementation and tracking
• Provide regular reports on process improvement initiatives and outcomes to stakeholders and leadership team.
• Stay up to date with industry trends and technologies related to call center process improvements.

Benefits

• Multiple health insurance plan options.
• Employer contributions to Health Savings Account.
• Dental, Vision, Life and Disability benefits.
• 401k plan + employer match.
• Identity Protection.
• Flexible time off.
• Tuition Reimbursement.
• Employee Assistance program.
• All employees have the opportunity to participate in the ownership and success of Inspire. Employees at all levels can participate through equity awards and the Employee Stock Purchase Program.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees