Call Center Process Consultant / Black Belt - Cebu City

About the job : Process Consultant / Black Belt (Cebu City) | Onsite

Work Setup : Onsite (Cebu)

Shift : Late Midshift (6PM PST)

Responsibilities :

Process Transformation : Conduct process deep dives, create process maps, identify improvement opportunities, and develop and implement transformation roadmaps for in-scope processes. Identify opportunities for automation, analytics, and data science solutions to enhance efficiency, quality, experience, and health outcomes.

Business Acumen and Strategic Alignment : Align process improvements with organizational objectives and customer needs. Work closely with cross-functional teams, motivating the operations team to adopt new processes while effectively managing resistance to change. Focus on delivering measurable financial results while maintaining a positive cost-benefit ratio.

Collaboration with Operations Leaders and Clients :

• Ensure process metrics and KPIs meet best-in-class standards with defined roadmaps
• Conduct deep dives to identify bottlenecks and improvement opportunities
• Develop and propose solutions, create business cases, and secure stakeholder approval
• Deploy approved solutions within agreed timelines and budgets

Communication and Collaboration : Engage diverse stakeholders (clinicians, administrators, and patients) with excellent communication skills. Synthesize complex data into actionable insights and present them clearly.

Qualifications :

Must be a Six Sigma Black belt certified

Bachelor's degree in any discipline; MBA preferred

5+ years overall experience with at least 3 years experience with driving transformation programs using process re-engineering, automation, analytics, data science solutions

Minimum 2+ years experience working in the US healthcare market with a focus on administrative clinical processes

Experience working with transformation teams of business / process consultants, RPA developers, analytics and data science professionals

Demonstrated track record with change management, value delivery in terms of top-line / bottom-line improvement, experience, quality, accuracy, business outcomes

Preferred experience (good to have) :

Experience working in clinical processes (prior authorization, utilization management, utilization review, etc.) within the US healthcare market

Experience working in contact centre operations