PROCESS MANAGER / 08-15265

Position Description:

The Process Manager in the Process Innovation Center is responsible for the successful identification, workflow design and documentation of processes that are part of key corporate initiatives (focus includes current state, future state, re-design, pilot, implementation). The process manager’s work output will be used to develop detailed project plans which will then be implemented within the organization.The position requires the ability to clearly identify areas of need and to probe in those areas to determine workflow challenges and areas for improvement/innovation. This position requires the ability to succinctly ask questions of client groups, including, but not limited to, physicians, allied health professionals, nurses, as well as other functional specialties. The processes that will be assessed are diverse in nature and require the ability of the process manager to flexibly adapt their style based upon the needs of the audience. The process manager may be expected to manage the workflow process documentation of multiple teams at one time, as well as the ability to lend project support to other project teams, as needed.This position requires strong management, organizational and communication skills as well as skills to negotiate critical and controversial issues with CHOP clients, project team members, consultants and other project support team members. The process manager must be detail, action, solution and results oriented. Process managers must demonstrate creativity, foresight and mature judgment in managing projects.PROCESS MANAGEMENT - Process Identification and Development – Meets with key professionals in the organization to fully understand the functional needs of each identified process audience. Conducts a needs analysis to understand the inputs, outputs and critical areas of a process. Determines areas of risk and criticality. Identify key sources of data to support change proposals and monitor the effectiveness of business processes in place.DOCUMENTATION – Documents all requirements in the workflow This output will be used in the management of the project. Documents are suitably prepared for customer use (considering language, length and content). Documents can stand alone and without questions. May be required to assist in developing training materials for use in communicating new processes to affected audience. Will be required to document procedures once new projects/workflows have been incorporated in to the organization. Knowledge of quality tools is required, and the ability to utilize tools for documenting and drawing out information from project teams is needed. Knowledge of the MS Office Suite as well as Visio is needed.FACILITATION – MEETING MANAGEMENT SKILLS – Effectively facilitates discussion to meet mutually agreed upon goals with customers and team members. Coordinates complex customer input, ideas and feedback during process sessions. Demonstrates a collaborative facilitation approach with customers of complex issues and clearly defines next steps and follow up. Consistently shows composure when dealing with challenging information. Engages in collaborative planning prior to major events.

Qualifications:

TQM/CQI and/or Six Sigma or similar process methodology training/experience is desired.Minimum 7 years working experience, with a minimum of three in process management. Experience within a hospital/clinical environment with a working knowledge of processes.Demonstrated leadership experience managing cross-functional work teams with no direct reporting relationship.These teams include internal employees as well as consultants and contractors.Strong interpersonal, excellent verbal and written communications skills are required for the successful management of this function.Ability to prioritize work, excellent verbal and written communications skills.Change agent demeanor.BA/BS Degree. Master’s preferred.