Director Business Process Services
Led team of six mid-career professionals: hiring and onboarding new team members, managing work capacity and pipeline of engagements, providing mentorship, setting goals, and monitoring progress.Co-led development and implementation of Business Process Management center of excellence: developed and implemented program, defined and established standards for process documentation, selected and implemented central storage solution for process documentation, and advocated for the importance of BPM as an ongoing function to business leaders.Oversaw creation and implementation of Business Process Management training program for business process owners; designed and implemented in-depth training program on lean six-sigma principles using a DMAIC framework. Facilitated training sessions, and trained other facilitators.Led effort to blueprint processes across the organization, including assessing current state of process documentation for all departments and all programs (SCO, ICO, MAPD), identifying gaps, and working with business leaders and subject matter experts to update and create process documentation.Created enterprise-wide Business Process Hierarchy and Taxonomy; consulting with key company-members to create visual depiction of end-to-end processes for the organization, from the macro-level to increasing levels of detail, and cataloged named owner for each identified process.Led business process support of major multi-year initiative to transform Claims Operations, including implementing a new vendor. Partnered closely with project management and business owners to create over 30 new business process flows and Standard Operating Procedures.Supported other optimization and transformation efforts across clinical and operations areas, including designing and implementing new processes.Organized and facilitated all-department team off-sites, enhancing cross-functional collaboration.Piloted department newsletter.
