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Role Description

This role involves ensuring critical claims processes are mapped and optimized for efficiency and effectiveness.

• 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

Qualifications

• Bachelor’s degree in STEM or another analytical discipline
• 7+ years of experience in business process management (LSS Green Belt certification)
• Proven ability to deliver positive business outcomes (e.g., efficiency, quality, customer experience)
• Knowledge of process improvement methodologies (e.g., Lean Six Sigma, SIPOC)
• Experience in facilitating team problem-solving sessions to map existing processes and identify optimization opportunities
• Analysis, problem-solving, communication, and project management skills
• Fluent in Visio and other process documentation applications and data analysis tools (e.g. Excel, Power BI)
• Experience with AI/Chat/IVR optimization
• Familiar with workflow automation tools
• Strong project management skills and ability to manage multiple priorities across departments
• Change management experience
• LSS Black Belt certification

Preferred Qualifications

• 2+ years in a property & casualty company
• Experience utilizing process simulation applications (e.g., Aspen, UniSim)
• Bachelor’s degree in process engineering or process management
• Robotic Process Automation certification
• Project management certification (PMP, etc.)
• Change management certification (Ex. Prosci, CCMP, Agile Certified Practitioner)

Benefits

• Comprehensive full medical, dental and vision Insurance
• Basic Life Insurance at no cost to the employee
• Company paid short-term and long-term disability
• 12 weeks of 100% paid Parental Leave
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Retirement savings plan
• Personal Paid Time Off
• Paid holidays and company-wide Wellness Day off
• Paid time off to volunteer at nonprofit organizations
• Pet friendly office environment
• Commuter Benefits
• Group Pet Insurance
• On the job training and skills development
• Employee Assistance Program (EAP)