Performance Improvement Manager

Role Description

Responsible for driving process improvement across TriWest's government healthcare contracts and operational areas. This individual contributor role leads enterprise-wide Quality Improvement Projects (QIPs) focused on operational excellence, Corrective Action Request (CAR) responses, and measurable stakeholder outcomes. Serves as a subject matter expert in Lean, Six Sigma, and continuous improvement methodologies, providing high-level and tactical in-house process consultation across the organization.

• Analyzes complex operational issues and designs, implements, and monitors timely, sustainable, and measurable solutions.
• Plans, facilitates, and leads Kaizen events and process improvement initiatives in partnership with senior leadership and cross-functional teams at all levels.
• This position has no direct reports; influence is achieved through expertise, project leadership, and cross-functional collaboration.

Qualifications

• Bachelor's degree in Business Administration, Management Information Systems, Engineering, Healthcare Administration, or related field.
• 5+ years' experience using Lean and Six Sigma to drive process improvement, operational excellence and/or consulting in healthcare operations.
• 5+ years' experience managing complex projects/teams.
• 4+ years' experience in business analysis, process improvement, and consulting.
• Certified Lean or Six Sigma Black Belt.
• Demonstrated experience leading enterprise-wide or cross-functional improvement initiatives with measurable outcomes.
• Excellent communication, facilitation, presentation, and stakeholder management skills.
• Strong project management and organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Proficiency in Microsoft Office Suite including Excel, PowerPoint, Visio, and reporting/dashboard tools.
• If supporting TRICARE contract must have U.S. Citizenship.

Requirements

• Master's degree in Business Administration, Management Information Systems, Engineering, Healthcare Administration, or related field (preferred).
• 10+ years' experience using Lean and Six Sigma to drive process improvement initiatives (preferred).
• 10+ years' experience managing complex projects/teams (preferred).
• 8+ years' experience in business analysis, process improvement and consulting (preferred).
• Experience working in a Department of Defense (DoD) environment (preferred).
• Experience in building internal business partnerships and providing management coaching and mentorship (preferred).
• Extensive experience with data management, statistical analysis, performance metrics, reporting and presentation techniques (preferred).
• Certified Lean or Six Sigma Master Black Belt (preferred).

Key Responsibilities

• Lead end-to-end process improvement initiatives across multiple business units and government healthcare programs.
• Identify operational gaps, workflow inefficiencies, compliance and quality risks, and performance barriers through data analysis and stakeholder engagement.
• Facilitate Root Cause Analysis (RCA), Lean, Six Sigma, Kaizen and other continuous improvement methodologies to optimize processes and improve outcomes.
• Design, implement, monitor and validate Quality Improvement Projects (QIPs) aligned with contractual requirements, organizational goals and regulatory standards.
• Analyze operational, quality and performance metrics to identify trends, root causes and opportunities for improvement.
• Partner with operational leaders, compliance teams, clinical teams and other support departments to ensure successful execution and sustainability of improvement initiatives.
• Monitor project timelines, deliverables, risks and key performance indicators (KPIs) to ensure successful project completion.
• Prepare and present executive-level reports, business cases, and performance updates to leadership.
• Drive a culture of continuous improvement, accountability, innovation, and operational excellence throughout the organization.
• Manage process research and development for new business processes and the improvement and modification of existing processes.
• Ensure appropriate identification of root causes through effective use of data analysis tools and techniques.
• Prepare and present findings/proposals to senior management, with recommendations, including cost benefit analysis and risk mitigation with action plans, to all management levels.
• Make available, and offer consulting support for, a standard Quality and Performance Improvement Toolset (QPIT) for RCA and performance improvement.
• Coordinate special projects, strategic and operational planning initiatives, and reporting.
• Support business development activities with research and proposal development analysis, process definition and writing.
• Regular and reliable attendance is required.

Competencies

• Coaching / Training / Mentoring: Actively foster actions required for desired business outcomes through ongoing constructive feedback.
• Communication / People Skills: Ability to influence or persuade others; listen critically and collaborate across styles.
• Computer Literacy: Ability to manage large amounts of complex information easily.
• Coping / Flexibility: Resiliency in adapting to a variety of situations while maintaining a sense of purpose.
• Creativity / Innovation: Ability to develop unique and novel solutions to problems.
• Independent Thinking / Self-Initiative: Critical thinker with the ability to focus on achieving outcomes.
• Information Management: Ability to manage large amounts of complex information easily.
• Multi-Tasking / Time Management: Prioritize and manage multiple concurrent initiatives.
• Organizational Skills: Ability to organize tasks and adjust to shifting priorities.
• Problem Solving / Analysis: Ability to solve problems through systematic analysis of processes.
• Team-Building / Team Player: Influence the actions and opinions of others positively.

Working Conditions

• Availability to work before and after normal business hours and weekends as necessary.
• Works within a standard office environment and at home when appropriate, with limited travel.
• Extensive computer work with prolonged sitting.
• Department of Veterans Affairs security clearance required.

Benefits

• Medical, Dental and Vision Coverage
• Paid time off
• 401(k) Retirement Savings Plan (with matching)
• Short-term and long-term disability, basic life, and accidental death and dismemberment insurance
• Tuition reimbursement
• Paid volunteer time
• Salary range: approximately $131,000 to $145,000 per year.

Equal Employment Opportunity

TriWest Healthcare Alliance is an equal employment opportunity employer. We are proud to have an inclusive work environment and know that a diverse team is a strength that will drive our success. To that end, TriWest strives to create an inclusive environment that supports diversity at every organizational level, and we highly encourage candidates from all backgrounds to apply.