UPMC University of Pittsburgh Physicians is hiring a Full-Time Sr. Manager, Operational Excellence to help support Scheduling Services.Hours: Monday through Friday, 8:00 am to 5:00 pm
Location: Quantum, Hybrid
Purpose:Under the general direction of the Scheduling Services Executive Administrator, the Senior Manager, Operational Excellence, Scheduling Services will ensure a World Class, patient-centric experience of Service Excellence through every interaction regarding UPMC Scheduling Services. This patient-centric experience will align with not only the Scheduling Services Mission & Vision but the UPMC Core Values, creating an Industry Leading patient experience during each and every interaction. The Senior Manager, Operational Excellence, Scheduling Services will continually improve the patient experience based on the Voice of Customer / patient feedback as well as input from Physicians, Practice Staff and Business Partners across UPMC providing improvements needed. The Senior Manager, Operational Excellence, Scheduling Services will implement new technology and programs to meet patient and employee needs, as well as UPMC initiatives. The Senior Manager, Operational Excellence, Scheduling Services is accountable for the implementation of UPMC Scheduling Services portfolio of strategic projects, including process, performance improvement and business transformation initiatives. The Senior Manager, Operational Excellence, Scheduling Services will provide leadership and accountability across the continuum of assigned Scheduling Services initiatives, ensuring a clear understanding of value, scope, methodology, overarching goals, and project plan in order to achieve targeted result for enhanced business value. The Senior Manager, Operational Excellence, Scheduling Services will plan and lead projects that align to the vision for Scheduling Services comprehensive performance objectives while effectively building collaborative partnerships across the various Service Lines as well as the IDFS.
Responsibilities: - Lead a team, work as part of a team, or individually on projects to streamline and / or improve departmental processes as well as on projects and programs to redesign highly complex, multi-departmental work systems, establishing and maintaining a clear vision of business rationale, value, scope, and goals.
- Work collaboratively with key stakeholders to document project concept/scope and clarify project objectives, including interpretation and translation of leadership vision and directives into tactical & strategic plans. Defines/captures project measures to be tracked by the responsible business owners.
- Analyze the impact of potential changes on existing processes and organizational structures and, when necessary, act as a change agent to lead, facilitate, and manage change within impacted departments.
- Proficiently recommend and utilize best practices and skills in Lean/Six Sigma improvement, project/program management, Human sigma (i.e., organizational change management), group/meeting facilitation, and formal presentation development/delivery; conduct staff/team member training and coaching in these same skill areas as required.
- Develop and maintain detailed project plans, this includes utilizing standard project documentation and methodology and project tracking and reporting procedures. Develop cross-functional, change management and implementation strategies; ensure that all participating parties have committed to effective implementation of the processes and procedures.
- Demonstrate creative problem-solving ability in the identification of potential solutions and alternatives; develop frameworks or innovations that enable problem resolution and generate business value.
- Address and provide project/program management and/or oversight, for the various requirements, including specific/complex requirements, of both incremental business process improvement and large business transformational efforts as required within the established project scope.
- Direct and support daily staff functions related to the UPMC Scheduling Services Operational Excellence Team, including preparation and administering of performance evaluations. Facilitate staff meetings at established intervals, as well as one on one meetings with staff as appropriate.
Qualifications:• Bachelor's degree major in engineering, business, mathematics, statistics, health care, management, or related field. Master's degree preferred. Seven years of experience in operations or operations improvement or operations improvement consulting (may include up to 2 years in operational financial analysis).
• Five years of experience in data-based process improvement (eg. Six Sigma process improvement) and/or project management of related efforts.
• Four years of experience in a customer service leadership or healthcare leadership role.
• PMI's PMP Certification or successful completion of UPMC's Ulearn Project Management Training series required within one year of hire.
• Green Belt certification in UPMC's Lean Six Sigma Training program or a comparable program meeting ASQ's Green Belt certification standard required within one year of hire.
• Service Excellence as a way of thinking and the attitude that is portrayed. Ability to help others embrace the spirit of service. Leadership skills to manage and motivate team members to provide a high level of service excellence. Proven success in finding innovative solutions to enhance the patient experience.
Licensure, Certifications, and Clearances: 
