• Ensure critical claims processes are mapped (in Visio or comparable application) • Overlay inventory flow data on process maps to identify queuing, idleness, not in good order rates, etc. • Recommend, implement, and monitor KPIs related to critical processes in policy administration and claims • Maintain a list of prioritized process improvement ideas based on an impact / complexity framework • Partner with business peers and technology leads to write requirements and then implement projects to optimize processes • Partner with business peers to create standard operating procedures and standard work documents • Consult on claims automation initiatives • Consult on chatbot design and deployment