Call Center Process Consultant

3 days ago

Cebu, Philippines TASQ Staffing Solutions Full time

About the job: Process Consultant/Black Belt (Cebu City) | Onsite
Work Setup: Onsite (Cebu)

Shift: Late Midshift (6PM PST)

Responsibilities:

Process Transformation: Conduct process deep dives, create process maps, identify improvement opportunities, and develop and implement transformation roadmaps for in-scope processes. Identify opportunities for automation, analytics, and data science solutions to enhance efficiency, quality, experience, and health outcomes.
Business Acumen and Strategic Alignment: Align process improvements with organizational objectives and customer needs. Work closely with cross-functional teams, motivating the operations team to adopt new processes while effectively managing resistance to change. Focus on delivering measurable financial results while maintaining a positive cost-benefit ratio.
Collaboration with Operations Leaders and Clients:
- Ensure process metrics and KPIs meet best-in-class standards with defined roadmaps
- Conduct deep dives to identify bottlenecks and improvement opportunities
- Develop and propose solutions, create business cases, and secure stakeholder approval
- Deploy approved solutions within agreed timelines and budgets
Communication and Collaboration: Engage diverse stakeholders (clinicians, administrators, and patients) with excellent communication skills. Synthesize complex data into actionable insights and present them clearly.
Qualifications:

Must be a Six Sigma Black belt certified
Bachelor's degree in any discipline; MBA preferred
5+ years overall experience with at least 3 years experience with driving transformation programs using process re-engineering, automation, analytics, data science solutions
Minimum 2+ years experience working in the US healthcare market with a focus on administrative clinical processes
Experience working with transformation teams of business/process consultants, RPA developers, analytics and data science professionals
Demonstrated track record with change management, value delivery in terms of top-line/bottom-line improvement, experience, quality, accuracy, business outcomes
Preferred experience (good to have):

Experience working in clinical processes (prior authorization, utilization management, utilization review, etc.) within the US healthcare market
Experience working in contact centre operations

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