Process Excellence Manager

Process Excellence Manager

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 122,000 colleagues serve people in more than 160 countries.

The Opportunity

We are seeking a highly driven Process Excellence Manager to lead enterprise-wide process improvement initiatives that improve the patient, provider, payer, and employee experience while driving operational efficiency, scalability, compliance, and business growth. This leader will oversee a team of Process Managers responsible for optimizing workflows across the DME and IDTF value chain, including patient onboarding, intake, documentation, billing, reimbursement, customer service, payer interactions, and clinical operations.

The Process Excellence Manager will serve as a strategic partner to Commercial, Operations, Revenue Cycle, Clinical, Compliance, and Technology leaders, leveraging Lean, Six Sigma, process design, and continuous improvement methodologies to drive measurable business outcomes. This role is responsible for establishing operational standards, governance, performance metrics, and sustainable improvement programs that support organizational growth and operational excellence.

Key Responsibilities

Process Excellence Leadership

• Lead and develop a team of Process Managers responsible for process improvement initiatives across the organization.
• Establish and maintain a culture of continuous improvement, accountability, and operational excellence.
• Define process excellence standards, methodologies, governance structures, and best practices.
• Prioritize improvement initiatives based on strategic business objectives, customer impact, and operational risk.

Business Process Optimization

• Evaluate end-to-end workflows across DME and IDTF operations to identify inefficiencies, bottlenecks, variation, and waste.
• Lead process redesign efforts that improve quality, cycle times, productivity, and customer satisfaction.
• Facilitate process mapping, value stream mapping, root cause analysis, and future-state design workshops.
• Ensure process improvements are standardized, documented, and sustainable across the organization.

Operational Performance Management

• Partner with Business Analytics team to develop and maintain key performance indicators (KPIs), dashboards, and process health metrics.
• Monitor operational performance to identify trends, risks, and opportunities for improvement.
• Partner with operational leaders to implement corrective actions and performance improvement plans.
• Measure and communicate financial, operational, and customer experience impacts resulting from improvement initiatives.

Strategic Project & Change Management

• Participate in cross-functional projects that support business transformation, scalability, and growth initiatives.
• Drive enterprise change management efforts to ensure adoption of new processes and operating models.
• Establish project governance, stakeholder communication plans, and risk mitigation strategies.
• Support integrations, system implementations, and organizational change initiatives impacting operational workflows.

DME & IDTF Compliance and Quality Enhancement

• Partner with Compliance, Regulatory, and Quality teams to ensure processes adhere to CMS, Medicare, state, accreditation, and payer requirements.
• Identify process control gaps and implement sustainable solutions to reduce compliance risk.
• Support audit readiness and quality improvement activities through standardized process controls and documentation.
• Advocate for operational designs that improve both regulatory compliance and customer outcomes.

Cross-Functional Collaboration

• Serve as a trusted advisor to Commercial, Operations, Revenue Cycle, Finance, IT, and Compliance leadership.
• Facilitate alignment across stakeholders to achieve enterprise process improvement objectives.
• Communicate strategic recommendations and business cases to senior leadership.
• Foster collaboration and knowledge sharing across departments to promote best practices.

Required Qualifications

• Bachelor's degree in Business Administration, Healthcare Administration, Engineering, Operations Management, or related field.
• 5+ years of progressive experience in process improvement, operational excellence, business transformation, or continuous improvement.
• 2+ years of people leadership experience managing process improvement professionals or project teams.
• Experience in healthcare services, DME, IDTF, revenue cycle, managed care, or related healthcare operations.
• Strong knowledge of Lean, Six Sigma, Continuous Improvement, Business Process Management (BPM), and change management methodologies.
• Demonstrated success leading cross-functional initiatives that delivered measurable operational and financial outcomes.
• Exceptional analytical, communication, facilitation, and stakeholder management skills.
• Advanced proficiency with Microsoft Office applications, process mapping tools, and data analytics platforms.

Preferred Qualifications

• Master's degree in Business Administration, Healthcare Administration, Industrial Engineering, or related field.
• Lean Six Sigma Black Belt, or equivalent process improvement certification.
• Experience supporting Medicare, Medicaid, Commercial Payer, DMEPOS, or diagnostic testing operations.
• Knowledge of accreditation standards, reimbursement processes, and healthcare regulatory requirements.
• Experience with workflow automation, robotic process automation (RPA), business intelligence tools, or process mining technologies.
• Proven ability to lead large-scale operational transformation programs within a healthcare environment.

Physical Requirements

• Ability to attend job-related courses, training sessions, and seminars as required.
• Ability to travel up to 15% for onsite process assessments, stakeholder meetings, and team development activities.
• Ability to use office equipment and technology relevant to job functions.