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Humana Process Improvement Lead in Davenport, Iowa


The Process Improvement Lead analyzes, and measures the effectiveness of existing business processes and develops sustainable, repeatable and quantifiable business process improvements. The Process Improvement Lead works on problems of diverse scope and complexity ranging from moderate to substantial.


Location: work at home anywhere

The Humana Clinical Operations (HCO) Team establishes Humana's enterprise clinical direction (cultural clinical conscience), identifying, evaluating and communicating the strategies that will help our members get superior healthcare access, education and outcomes, while driving down associated costs.

This role, within the Experience and Optimization (E&O) team of HCO, will work closely with HCO leaders and SMEs in the areas of Utilization Management (inpatient & outpatient), Care Management, Quality Operations and Market relations as well as key partners in leading and delivering on initiatives and process capabilities that enable improved effectiveness, efficiency and experiences (member, provider and associate). The Lead defines improvement projects aligned with business strategies and HCO priorities. The successful candidate will lead, facilitate and coach a team of process improvement professionals.

The Process Improvement Lead researches best business practices within and outside the organization to establish benchmark data. Collects and analyzes process data to initiate, develop and recommend business practices and procedures that focus on enhanced safety, increased productivity and reduced cost. Determines how new information technologies can support re-engineering business processes. May specialize in one or more of the following areas: benchmarking, business process analysis and re-engineering, change management and measurement, and/or process-driven systems requirements. Advises executives to develop functional strategies (often segment specific) on matters of significance. Exercises independent judgment and decision making on complex issues regarding job duties and related tasks, and works under minimal supervision, Uses independent judgment requiring analysis of variable factors and determining the best course of action.

Key Responsibilities:

  • Provide leadership and mentorship to other process improvement practitioners and business associates within the E&O team and across HCO to develop a Continuous Improvement culture throughout the organization

  • Be a champion of the process by implementing Lean / Six Sigma solutions that deliver improved effectiveness, efficiency and experience outcomes (member, provider and associate)

  • Execute process initiatives within the framework of a robust process management control system highlighting KPIs that provide team observations, insights and recommendations on actions to be taken

  • Further simplify and improve processes in conjunction with partners (ie. Clinical Business Improvement Team) that are informed by the ideal member, provider and associate experience, and are enabled through both technology and non-technology solutions

  • Contributes to the identification of projects that meet strategic objectives.

  • Interface with various business improvement and technology teams to provide oversight of projects and ensure key milestones and deliverables are implemented in a timely manner

  • Lead large scale initiatives, with ability to effectively manage competing priorities

  • Facilitates meetings with leadership to review project progress and ensure the project portfolio is delivering the desired business outcomes

Required Qualifications

  • Bachelor's degree in business, engineering or other related field

  • 8 or more years of consulting and/or process improvement experience

  • 2 or more years of project leadership experience

  • Strong business acumen balanced with analytical skills in order to see the big picture and draw out insights and observations

  • Demonstrated experience using process improvement methodologies and tools

  • High emotional intelligence

  • Excellent interpersonal, organizational, communication and presentation skills

  • Problem solver with a proven ability to lead in a fast paced, highly complex organization

  • Demonstrated ability to effectively interact with and influence all levels of the organization, including senior/executive level leadership

  • Effectively leads through change

  • High level of proficiency with Microsoft applications (Word, Excel, Visio, PowerPoint)

  • Proactive and high level of accountability / ownership

Preferred Qualifications

  • Master's degree / MBA

  • Clinical process improvement experience

  • Lean / Six Sigma Green and/or Black Belt certification (highly desired)

Additional Information

Humana is an organization with careers that change lives-including yours. As an innovator in the fast-paced industry of healthcare, we offer our associates careers that challenge, support and inspire them to use their passion for helping others and to lead their best lives. If you're ready to help people achieve lifelong well-being, and be a part of an organization that is growing and poised to make an impact on the future of healthcare, Humana has the right opportunity for you.

Scheduled Weekly Hours