Position Description:
We are seeking a Process Improvement Consultant to join our talented and dynamic team providing support to millions of consumers seeking healthcare coverage via the Health Insurance Marketplace. This position supports the Service Delivery team, which is responsible developing processes and systems to facilitate the review and adjudication of consumer applications on the CMS-ES Eligibility Support Contract. This role will specifically own internal organizational processes, continuous improvement initiatives, and facilitation of annual goals.
Full-time remote work is currently in effect due to the pandemic. After COVID restrictions end, this position will primarily be remote, with travel to Herndon, VA or CMS-ES sites as needed.
The Process Improvement Consultant will join a fast-paced environment and collaborate creatively with peers across cross-functional teams to implement process improvements and drive positive change. This role will primarily document and enhance internal processes through engagement with the team that designs business processes and software systems for the contract. This position supports the contract’s overall strategy and goals while abiding by Serco’s high standards and corporate ethical values. The ideal candidate has a keen eye to identify gaps and will have the innovative mindset to independently provide solutions. If you are passionate about improving processes, communicating with stakeholders, educating peers, and working with a diverse group, we are interested in speaking with you!
Responsibilities
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Support Service Delivery team—Director, Deputy Director, Product Line Managers, and Marketplace Analysts—in the areas of process analysis and design, requirements definition, and procedural definition
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Develop and implement a set of actionable plans to identify, diagnose, and solve business and technical problems
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Review internal Service Delivery and cross-functional processes, create documentation for education and knowledge transfer, recommend improvements
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Work with peers, special project teams, and cross-functional teams to improve shared workflows and engagement
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Monitor compliance with processes, work with Service Delivery team to enhance education and understanding
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Assist with facilitation, tracking, and completion of Service Delivery and Program Goals
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Engage with and monitor Process Action Teams on improvement initiatives
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Develop improvement strategies and effectively communicate recommendations to leadership
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Track adoption and utilization of organization-wide changes, collaborating with senior leadership to implement corrective actions
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Up to 10% travel required
Qualifications:
Required Skills
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Bachelor’s degree
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5-7 years of experience (Master’s Degree will be considered in lieu of experience)
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Skilled at working effectively with cross functional teams in a matrixed organization
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Ability to work independently with minimal supervision
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Ability to work in a fast-paced environment and handle multiple, concurrent activities
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Strong problem-solving skills
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Strong organizational, interpersonal, and customer service skills
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Enjoy working in a collaborative, team environment
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Exceptional skill in both verbal and written communications
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Understanding of change management and continuous improvement best practices
Desired Skills
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Lean Six Sigma certification
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Experience working at the intersection of business and technology
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Familiarity with SDLC methodology and best practices
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Experience using Confluence and JIRA
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Familiarity with Agile methodology/SAFe certification
Company Overview:
Serco Inc. (Serco) is the Americas division of Serco Group, plc. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state and local governments, and commercial clients. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Headquartered in Herndon, Virginia, Serco Americas has approximately 8,000 employees and is part of a $4 billion global business that helps transform government and public services around the world. At Serco, our employees are our most valuable asset - we listen, respect and support them throughout their career at Serco. We invite you to become part of our dynamic team. Serco is an equal opportunity employer committed to diversifying our workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).