Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Position Summary:
This Director level role will lead process optimization and change management efforts across Customer Onboarding. The individual will partner with the Vice President of Customer Onboarding, and the Executive Director leadership team to identify and execute optimization efforts, including process, organizational design and technology initiatives. They will work with Operations leaders to establish best-in-class processes and innovate the overall Onboarding experience for athena customers. The Director of Process Optimization will build and lead a team of process optimization experts that can partner across Customer Onboarding to mine opportunities and drive improvements proactively. This role will work with process owners, subject matter experts and leadership to continuously improve quality standards and productivity by utilizing process improvement methodologies (i.e. Lean and Six Sigma) to measure, improve and ensure the robustness and scalability of processes.
Essential Functions (Duties and Responsibilities):
60% Process Optimization and Change Management Execution
Ensure the highest level of customer satisfaction by partnering with stakeholders to establish best-in-class policies and processes, identify opportunities to enhance the end-to-end customer onboarding value steam and improve the customer experience
Provide leadership of cross-organizational transformation efforts
Build project management capability to run programs within Customer Onboarding as well as in partnership with other Operations functions
Work with cross functional partners to identify technology, tools and build business cases to support deployment of solutions and work simplification
Work with the VP Customer Onboarding to manage and prioritize a portfolio of opportunities within Customer Onboarding that maximize impact and partner with IT, Operations and other cross-functional partners to deliver on the portfolio of initiatives and ensure value is tracked and captured
20% Support Customer Onboarding Operations and Partnership Collaborations
Provide oversight and management of a portfolio of programs, projects and process improvement efforts, providing leadership and relationship management between Onboarding and other cross-organizational key stakeholders to drive optimization, efficiency and scalability
Proactively develop and manage partnerships with Onboarding leadership, subject matter experts and key athena stakeholders to ensure consistent processes, and to provide guidance regarding the execution of changes as well as the controls necessary to sustain change
Analyze and measure the effectiveness of existing business processes. Develops sustainable, repeatable and quantifiable transformation efforts.
Research best practices within and outside the organization to establish benchmarks
Work with leadership and finance to track spend across the Customer Onboarding operations and projects; identify and escalate any risks as needed
Work with Human Resources to track organizational changes and trends across the Customer Onboarding team
Provide regular status reporting on Customer Onboarding project portfolio, and identify any potential risks in delivery
Work with the Vice President of Customer Onboarding to support critical updates on the organization in various internal forums e.g., ELT updates.
20% Development, Management and Continuous Improvement
Defines roles and responsibilities for Process Optimization team members (direct reports)
Strengthen continuous improvement competencies by leading the design of training curricula, facilitating trainings and workshops, coaching, and providing constructive feedback to project teams
Create and maintain a collaborative working relationship with leaders and provide expert guidance in the understanding and deployment of continuous improvement principles and tools
Interpret current policies and procedures and ensure that all members of the Customer Onboarding team are performing within the parameters of those policies and procedures
Ensure the development of documentation on standard operating procedures
Education & Experience Required
Bachelor of Arts or Science degree
10+ years’ experience in process improvement work utilizing continuous improvement methodologies (Lean, Six Sigma, Kaizen, Change management), tools, and techniques
Project /Program Mgt. certification and/or experience, formal training or certification in process excellence tools and methodologies e.g., Six Sigma is an asset
Experience in using data and analytics to identify opportunities and drive process automation improvements
Experience with Lean and Six Sigma transformation philosophies, principles, tools, and techniques
Ability to build interdependent partnerships, acting as the mediator between organizations while optimizing the value proposition
Analytical skills and experience leading risk-based projects
Healthcare experience highly desirable
Knowledge & Skills
Proven leadership, facilitation and experience driving improvement program initiatives to successful outcomes
Results driven; takes personal responsibility for achieving results; reviews and evaluates progress against agreed targets and timelines
Creatively challenge the status quo to find new ways of working; looks for the opportunities that arise during times of change; readily adapts to new technologies, processes, roles
Ability to lead teams while establishing strong working relationships at all levels of the organization
Six sigma and/or change management experience
Build and manage teams across geography including multi-national environment
Role model leadership and effective relationship building with senior leadership and key stakeholders across departmental and company lines
Able to thrive in a fast-paced environment; learns quickly, thoroughly, and in detail, recognizes and adjusts to change as situations require
Strong proficiency in analyzing data sets and identifying root causes, determining cause/effect relationships, and assessing impact of changes
Experience conducting analysis to deliver actionable, data-driven recommendations and successful outcomes
Demonstrates personal initiative and actively assumes responsibility and ownership
Enthusiastic, creative, curious and open-minded
About athenahealth
Here’s our vision: To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
What’s unique about our locations?
From an historic, 19th century arsenal to a converted, landmark power plant, all of athenahealth’s offices were carefully chosen to represent our innovative spirit and promote the most positive and productive work environment for our teams. Our 10 offices across the United States and India — plus numerous remote employees — all work to modernize the healthcare experience, together.
Our company culture might be our best feature.
We don't take ourselves too seriously. But our work? That’s another story. athenahealth develops and implements products and services that support US healthcare: It’s our chance to create healthier futures for ourselves, for our family and friends, for everyone.
Our vibrant and talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our goal. We continue to expand our workforce with amazing people who bring diverse backgrounds, experiences, and perspectives at every level, and foster an environment where every athenista feels comfortable bringing their best selves to work.
Our size makes a difference, too: We are small enough that your individual contributions will stand out — but large enough to grow your career with our resources and established business stability.
Giving back is integral to our culture. Our athenaGives platform strives to support food security, expand access to high-quality healthcare for all, and support STEM education to develop providers and technologists who will provide access to high-quality healthcare for all in the future. As part of the evolution of athenahealth’s Corporate Social Responsibility (CSR) program, we’ve selected nonprofit partners that align with our purpose and let us foster long-term partnerships for charitable giving, employee volunteerism, insight sharing, collaboration, and cross-team engagement.
What can we do for you?
Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces — some offices even welcome dogs.
In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. And we provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.
We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation.
athenahealth is committed to a policy of equal employment opportunity—that’s why we recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. We’re happy to provide a reasonable accommodation, for those with a disability, to complete any part of the application process. If you are unable to access or use this online application process and need an alternative method for applying, please contact us at taoperations@athenahealth.com for assistance.
https://www.athenahealth.com/careers/equal-opportunity
