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Continuous Improvement Specialist I

IHA
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POSITION DESCRIPTION:
 
The Continuous Improvement Specialist I leads continuous improvement projects and acts as primary continuous improvement resource using Lean, Six Sigma, Change Management and Project Management methodologies in order to achieve desired project goals and business outcomes.
This position is accountable for:
  • Training leaders, providers and staff on continuous improvement theory, tools and techniques.
  • Driving continuous improvement and partnering with operational leaders to transform care delivery thereby improving customer satisfaction, eliminating waste and increasing market share.
  • Applying continuous improvement principles to improve operations by leading high impact projects and for building system capabilities in applying continuous improvement tools. 
 
 
ESSENTIAL JOB FUNCTIONS:
  1. Participates in continuous improvement project efforts by providing a range of roles as required by the project plan. Leads projects independently and coaches leaders, providers and staff to deliver improvement in process outputs. Manages team chartering process, assists in selection of team members, selects appropriate process improvement methodologies and tools and ensures that objectives, specific goals, measures and metrics are established.
  2. Identifies opportunities to improve patient experience. Participates in projects/programs designed to enhance service delivery and patient satisfaction.
  3. Teaches Lean / Six Sigma tools to staff and providers. Coaches and mentors leaders, providers and staff to build results-oriented skills sets including visual management and change management. Delivers PI training using both classroom and on-line learning and facilitating hands-on exercises and simulations.
  4. Develops data collection structure, method, plan and format to ensure meaningful data is being collected, analyzed and displayed graphically in order to facilitate process improvement.
  5. Analyzes data to identify trends, patterns and performance levels that suggest opportunities for improvement.
  6. Researches workflow best practices.
  7. Assists in the education of staff in data collection, data analysis and continuous improvement concepts and tools.
                                                                                              
  1. Develops training materials (e.g., PowerPoint, handouts, activities, exercises, etc.) for delivering effective education on Continuous Improvement topics.
  2. Manages key stakeholder relationships. Works with operational leaders to plan and lead improvement projects and to involve executive sponsors and stakeholders when necessary to eliminate barriers to team success.
  3. Contributes to the development of best practices and optimization of resources and tools within projects and across continuous improvement efforts.
  4. Collaborates with the Director of Continuous Improvement to define and execute the vision for PI throughout the organization.
  5. Collaborates with operational leaders to ensure that strategic goals are prioritized and aligned with operational processes and that continuous improvement is leveraged to enable business success and maximize spread of best practice and standard work.
  6. Develops and delivers well planned communication to share key learnings and best practices related to Continuous Improvement throughout the organization. Communicates the benefits of changes and creates a sense of urgency to team and organization.
  7. Supports organizational quality efforts.
  8. Works with the project’s Finance Partner to calculate the ROI for projects.
  9. Supports organization in meeting regulatory body requirements through process improvement (E.g., CMS, State Department of Health, etc.).
  10. Supports multiple offices, attends required meetings and training, and participates in committees as requested.
  11. Performs other duties as necessary.
 
ORGANIZATIONAL EXPECTATIONS:
  1. Creates a positive, professional, service-oriented work environment for staff, patients and family members by supporting the mission and values of both IHA and Trinity Health.
  2. Must be able to work effectively as a member of the Continuous Improvement team.
  3. Successfully completes IHA’s “The Customer” training and adheres to IHA’s standard of promptly providing a high level of service and respect to internal or external customers.
  4. Maintains knowledge of and complies with IHA standards, policies and procedures.
  5. Maintains complete knowledge of office services and in the use of all relevant office equipment, computer and manual systems.
  6. Maintains strict patient and employee confidentiality in compliance with IHA and HIPAA guidelines.
  7. Serves as a role model by demonstrating exceptional integrity, character, ability and willingness to take on new and additional responsibilities. Embraces new ideas and respects cultural differences.
  8. Uses resources efficiently.
  9. If applicable, responsible for ongoing professional development – maintains appropriate licensure and continuing education credentials, participates in available learning opportunities.
 
MEASURED BY:
Performance that meets or exceeds IHA CARES Values expectation as outlined in IHA Performance Review document, relative to position.
 
ESSENTIAL QUALIFICATIONS:
EDUCATION: Bachelor’s degree in business, engineering or health-related field. Advanced training in Lean, Six Sigma or other continuous improvement methodologies.
CREDENTIALS/LICENSURE: Six Sigma Green Belt Certification required. If not already obtained, then expectation is that it will be obtained in the next offered training cycle.
MINIMUM EXPERIENCE: Minimum of one year of experience in continuous improvement using Lean and/or Six Sigma methodologies. Experience with teaching continuous improvement methodologies. Knowledge and experience with implementation of continuous quality improvement initiatives required. Experience with data analysis, change management and quality tools.
 
POSITION REQUIREMENTS (ABILITIES & SKILLS):
  1. Demonstrates ability to coach, mentor, and work in partnership with others to achieve desired outcomes.
  2. Understands and educates others on the alignment of business goals and strategies.
  3. Gives constructive feedback in a way that motivates the individual or team to improve.
  4. Uses continuous improvement methods, problem solving tools, and change management techniques as well as training, coaching and influence skills to achieve specific performance metrics.
  5. Demonstrates ability to logically and independently plan, organize, complete work, take initiative and possess well developed inter-personal skills.
  6. Maintains knowledge of organizational and Quality Management policies and procedures.
  7. Ability to assemble and assess data from a variety of sources. Analytical skills are required to assess data, measure outcomes and recommend mechanisms for improved performance.
  8. Ability to lead teams to solve challenging problems. Adapts leadership behaviors to meet differing individual, team and organizational demands.
  9. Demonstrated ability to collaborate and work toward consensus while operating in an environment of fast-paced change and ambiguity.
  10. Must have a high degree of autonomy and decision-making capacity. The ability to identify and recommend creative, cost-effective ways to reduce barriers to implementation of continuous improvement initiatives 
  11. The individual must be able to make decisions independently as well as collaboratively with a multidisciplinary team. Must have the ability to evaluate outcomes of care and effectiveness of continuous improvement initiatives.
  12. High proficiency in operating a standard desktop and Windows-based computer system, including but not limited to, electronic medical records/templates, NextGen, Microsoft Office (Excel, Access, Outlook, Word, PowerPoint), Minitab, email, e-learning, intranet and computer navigation. Ability to use other software as required while performing the essential functions of the job.
  13. Excellent communication skills in both written and verbal forms, including proper phone etiquette. Ability to create and distribute informational correspondence. Strong presentation skills are required. Ability to routinely demonstrate expert facilitation skills by leading efforts that result in creativity, innovation and positive outcome for the organization.
  14. Willingness to challenge established ways of doing things in a constructive way.
  15. Ability to work independently and collaboratively in a team-oriented environment; courteous and friendly demeanor.
  16. Ability to work effectively and develop effective relationships with various levels of organizational members and diverse populations including IHA staff, senior management group, site medical directors, division heads, providers, patients, vendors, family members, outside customers and community groups. Leverages informal relationships and communication channels within company, with a clear sense of their organizational impact. Moves fluidly between all levels of the organization in order to build wide support of ideas and plans.
  17. Ability to cross-train in other areas of practice in order to achieve smooth flow of all operations.
  18. Good organizational and time management skills to effectively juggle multiple priorities, time constraints and ever-changing Quality requirements.
  19. Ability to exercise sound judgement and problem-solving skills.
  20. Ability to perform mathematical calculations needed during the course of performing basic job duties.
  21. Knowledge of the compliance aspects of clinical care and patient privacy and best practices in medical office operations.
  22. Ability to handle patient and organizational information in a confidential manner.
  23. Ability to drive to other office/practice sites and meeting and training locations.
  24. Successful completion of IHA competency-based program within introductory and training period.