Heidi Metcalfe Email and Phone Number
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Heidi Metcalfe personal email
With over 30 years of experience in project delivery and process improvement, I am an experienced operational excellence professional. I hold a Lean Six Sigma Black Belt certification and am skilled in blending project, risk, and change management with lean six sigma and design thinking.My passion is to understand why and how we do things, and to push beyond what we can see to identify new ways to provide improved and efficient delivery, while always keeping the users and customers in clear sight. I have facilitated workshops, conducted business and data analysis, designed and implemented improvement opportunities, and presented final recommendations and handover plans for strategic and operational initiatives. I am also proficient in executive presentations, organizational strategy, and data analysis.
Oscar Health
View- Website:
- hioscar.com
- Employees:
- 1215
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Manager Total Quality ManagementOscar Health Nov 2023 - PresentTempe, Arizona, United StatesProvide strategic and operational leadership for a team of quality improvement professionals whose function is to: - design and integrate total quality management programs TQM into all production teams – clinical and non-clinical - manage, optimize & scale the quality audit program supporting Oscar’s production teams • Develop a high performing team utilizing continuous improvement methodologies including LSS, project management & change management• Continuously evaluate and elevate TQM operational KPIs, processes, outcomes, tools and methodologies to drive efficiency and effectiveness
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Business Improvement Consultant - NikeTeksystems Jan 2022 - Apr 2023ArizonaLed/delivered innovation initiatives for Globalization teams, including: • Documented process flows/value streams to identify inputs, outputs, stakeholders, performance & hidden factories.• Identified adoption barriers and root cause process issues to inform future state improvement opportunities.• Simplified knowledge bases, decision models and created operating framework and playbook to build awareness and buy in. • Engaged leadership teams to raise issue awareness and promote collaboration /advocacy for strategic recommendations. -
Consultant - Genesis Financial SolutionsTeksystems Jun 2021 - Nov 2021United States• Created and deployed the matrix project structure for the core system transformation. • Mapped critical processes to support the transformation initiative.• Contributed process expertise to the change management team supporting the transformation.
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Consultant - Home InsteadTeksystems Jan 2021 - May 2021United StatesCoordinated the discovery and development of BPM Framework and roadmap, including: • Facilitated workshops across the organization to create the process hierarchy. • Developed the playbook, governance framework, decision models & maturity assessment.
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Consultant - Genesis Financial SolutionsTeksystems Dec 2020 - Jan 2021United States• Facilitated information sessions and process workshops across the organization to create the process hierarchy. • Documented high priority current state processes, inter-departmental dependencies/relationships, methods, and procedures.
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Advisory Consultant - HmsaTeksystems Jan 2020 - Mar 2020Honolulu, HawaiiLed problem identification workshops, process observations, data analysis/root cause assessment. Evaluated the call center operations & developed roadmap/project plan for next generation modernization
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Business Improvement SpecialistPeople'S Choice Credit Union Feb 2018 - Dec 2019Adelaide, South Australia, AustraliaConducted discovery and delivery of lean six sigma efficiency opportunities, including:• Led a collaborative group of lenders, underwriters, risk and operations to streamline the construction lending process. • Investigated call structures and quantified efficiency opportunities to support the reimagining call center initiative. • Redesigned and implemented the security substitution process, reducing cycle time by 38% and forms from 8 to 2. -
Operations Excellence Manager - VpAmerican Savings Bank Jan 2016 - Jun 2017Honolulu• Delivered business process optimization projects that ‘make banking easy’ for customers, improve efficiency and reduce expenses following lean six sigma methodology, including: – Created call center real-time heatmaps achieving a 70% reduction in preparation time of monthly reporting.– Led a cross functional team to achieve a 60% reduction in credit card waste and improve the customer experience.• Provided coaching and training at all levels to support the transformation to a customer centric culture of continuous improvement. -
Customer Experience - VpAmerican Savings Bank May 2014 - Dec 2015Honolulu• Delivered business process optimization projects that ‘make banking easy’ for customers, improve efficiency and reduce expenses following lean six sigma methodology, including: – Created call center real-time heatmaps achieving a 70% reduction in preparation time of monthly reporting.– Led a cross functional team to achieve a 60% reduction in credit card waste and improve the customer experience.• Provided coaching and training at all levels to support the transformation to a customer centric culture of continuous improvement.
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Enterprise Projects Manager - VpAmerican Savings Bank Oct 2013 - May 2014Honolulu, Hawaii• Redesigned the personal lending process achieving a reduction in cycle from 17 to 1 ½ days without technology • Created small business standardized processes to grow capacity and enable promotion of new products.• Structured the product development framework to enable greater consistency and benefits realization.
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Student SupervisorUniversity Of South Australia Apr 2012 - Jan 2015AustraliaSupervised online research students undertaking their thesis to achieve the Masters of Project Management -
Senior Consultant Project ManagementAdelaide City Council Apr 2010 - May 2013Australia• Led the stand up of a new PMO to consolidate oversight of the organizations 300 annual projects.• Developed and embedded the project methodology, change management and reporting processes. -
Team Leader Risk & PlanningAdelaide City Council Apr 2010 - Jan 2011Australia• Coordinated the Capital City Risk Committee and streamlined reporting processes reducing preparation time by 60%.• Led setup/ongoing coordination of an internal strategic risk committee to minimize risk impacts to council and community.• Mentored the successful delivery of the council election project in compliance with regulatory requirements.
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Team Manager - Risk & ProcurementCity Of Playford Aug 2007 - Apr 2010Australia• Implemented value for money contract tendering/evaluation resulting in improved cycle time & defects.• Led the transition to digital purchasing across the organization and with purchasing partners.• Sourced funding and implemented emergency management response framework for two councils incl funding, volunteers, training, and governance. -
Project Officer - Economic Development & Lifelong LearningCity Of Playford Jan 2001 - Mar 2006Australia
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Various RolesAnz Dec 1985 - Jan 2001Australia- Commercial and retail lending- High risk lending recovery- Financial analysis & forecasting- Securities - Retail Customer Service- Operations Specialist
Heidi Metcalfe Skills
Heidi Metcalfe Education Details
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Project Management
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Project Management
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Applied Economics & Accounting
Frequently Asked Questions about Heidi Metcalfe
What company does Heidi Metcalfe work for?
Heidi Metcalfe works for Oscar Health
What is Heidi Metcalfe's role at the current company?
Heidi Metcalfe's current role is Manager Total Quality Management @ Oscar Health | Lean Six Sigma Black Belt.
What is Heidi Metcalfe's email address?
Heidi Metcalfe's email address is hm****@****ems.com
What schools did Heidi Metcalfe attend?
Heidi Metcalfe attended University Of South Australia, University Of South Australia, University Of South Australia.
What skills is Heidi Metcalfe known for?
Heidi Metcalfe has skills like Risk Management, Project Management, Project Planning, Governance, Strategy, Change Management, Management, Leadership, Strategic Planning, Policy, Process Improvement, Government.
Who are Heidi Metcalfe's colleagues?
Heidi Metcalfe's colleagues are Shewanis Hasker, Adriana Jurado, Cpc, Cpma, Crc, Cmis, Cmc, Jennifer Rurka, Vanessa Aleksic-Brown, Kristina Eckerman, Adam Harris, Md, Adarsh J.
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Heidi Lewis
Sr. Media Relations Manager | Publicist | Child Care & Universal Pre-K AdvocateWashington Dc-Baltimore Area3politics-prose.com, harpercollins.com, harpercollins.com3 +164695XXXXX
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