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Senior Manager, Process Design
Athenahealth
Design
Chennai, Tamil Nadu, India
Posted on Oct 18, 2024
Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
The Senior Manager, Process Design, plays a pivotal role in shaping the operational landscape of an organization. This individual is tasked with the development and refinement of cross organizational process designs to improve operational efficiency, which involves employing process mapping techniques to visualize workflows and pinpoint areas with opportunities for improvement. As well as supporting a team of individuals responsible for quantifying opportunities and gaps in process. A significant portion of the role involves the creation of detailed process maps using process mapping technology and process design principles that delineate both current and prospective state workflows, coupled with the establishment of governance frameworks that ensure standardization and adoption across all processes. Maintaining consistent governance on process standardization, evaluating process effectiveness, technology optimization, the identification and removal of waste is the core goal of this role.
Essential Functions (Duties and Responsibilities):
Stakeholder Engagement (30%):
- Work closely with cross-functional teams to gather requirements and present design concepts, ensuring alignment with business goals.
Journey Mapping and Maintaining Service Blueprints (30%):
- Create detailed process maps outlining current and future state workflows.
- Analyze and document user journeys to enhance customer experience.
- Collaborate with stakeholders to identify pain points and opportunities for improvement.
- Map out comprehensive service blueprints for both customer and employee journeys, detailing interactions, touchpoints, and back-end processes.
- Ensure alignment between service delivery and user expectations to enhance satisfaction.
Process Design Governance and Improvement (20%):
- Work with the Process Excellence leadership to develop and refine process designs to improve operational efficiency.
- Utilize process mapping techniques to visualize workflows and identify improvement areas.
- Establish governance frameworks to ensure compliance and standardization across processes.
- Quantifying opportunities through analytics and user feedback
Team Leadership and Development (20%):
- Lead and mentor a team of process designers and analysts, promoting best practices in process design and governance.
- Conduct training sessions to enhance team skills in process mapping, governance methodologies, and service blueprinting
Education & Experience Required:
An ideal candidate will have a bachelor’s or master’s degree in business, Project/Process Management, Computer Science, Engineering, a related field or equifinal experience.
Knowledge & Skills:
- Strong knowledge of industry best practices, change management, solution architecture, and process design principles.
- Demonstrated ability to lead teams and prioritize multiple efforts simultaneously.
- Proven ability in project management and/or cross-team partnerships
- Experience working with cross-functional groups and teams to achieve common goals.
- Strong analytical skills with emphasis on using SQL or other data aggregation tools to spot patterns and transform raw data into actionable insights.
- Able to effectively communicate to all stakeholder cohort levels.
- Experience translating business requirements into technological solutions and collaborating across business units.
- Strong customer relationship skills and delivering customer-centric solutions.
About athenahealth
Here’s our vision: To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
What’s unique about our locations?
From an historic, 19th century arsenal to a converted, landmark power plant, all of athenahealth’s offices were carefully chosen to represent our innovative spirit and promote the most positive and productive work environment for our teams. Our 10 offices across the United States and India — plus numerous remote employees — all work to modernize the healthcare experience, together.
Our company culture might be our best feature.
We don't take ourselves too seriously. But our work? That’s another story. athenahealth develops and implements products and services that support US healthcare: It’s our chance to create healthier futures for ourselves, for our family and friends, for everyone.
Our vibrant and talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our goal. We continue to expand our workforce with amazing people who bring diverse backgrounds, experiences, and perspectives at every level, and foster an environment where every athenista feels comfortable bringing their best selves to work.
Our size makes a difference, too: We are small enough that your individual contributions will stand out — but large enough to grow your career with our resources and established business stability.
Giving back is integral to our culture. Our athenaGives platform strives to support food security, expand access to high-quality healthcare for all, and support STEM education to develop providers and technologists who will provide access to high-quality healthcare for all in the future. As part of the evolution of athenahealth’s Corporate Social Responsibility (CSR) program, we’ve selected nonprofit partners that align with our purpose and let us foster long-term partnerships for charitable giving, employee volunteerism, insight sharing, collaboration, and cross-team engagement.
What can we do for you?
Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces — some offices even welcome dogs.
In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. And we provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.
We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation.