Management Engineer Product/Project Support (Hybrid - Troy, MI) - Health Alliance Plan

This is an entry level opportunity providing product & project support to the Customer Service Administration Department.

GENERAL SUMMARY:

The Management Engineer is responsible for the facilitation of multiple Continuous Improvement (CI) efforts and applies a variety of improvement methodologies (including lean, six sigma, theory of constraints, TQM, human factors design) and group management techniques to support individuals and teams through process improvement initiatives. Works collaboratively with leadership to increase efficiencies, decrease costs, reduce variability, reduce errors/defects, and involve all appropriate personnel. Prepares reports and recommendations for management and coordinates implementation whenever possible. This individual provides needed continuous improvement training and education and works closely with other CI personnel to meet education needs at all levels throughout the institution. May supervise tasks of Student Analysts. As experience increases, may be assigned lead role on 1-2 projects of current project load. Communicates regularly with Management on specific projects. Flexibility, innovation, and creativity are necessary characteristics of the successful candidate. Individual is expected to continuously learn and apply new continuous improvement methodologies, and to spread successful innovation through the institution.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Supports improvement initiatives using Lean, Six Sigma and other problem solving methods including: Continuous Flow, 5 S, Standard Operations, Pull Process, Reengineering, FMEA, Problem Solving Tools, Value Stream Mapping and other tools to identify opportunities for improvement.
• Collects, organizes, and generates statistical analysis for use of statistical techniques for generating, organizing and processing data through the use of, Excel, Access, and other database software programs.
• Researches best practices for improvement.
• With assistance from a more senior PI resource, for assigned projects, develops a project scope document and project plan including the gathering of information, estimates of resources required, estimated timeline for completion, background, project objectives, description of proposed approach, deliverables, and a client communication plan.
• Identifies core processes for end-to-end focus and applies the use of the organization Model for Improvement, incorporating the use of PI tools (Lean, six sigma, TOC, etc.) when appropriate.
• With Senior PI support and supervision, leads and facilitates initiatives, in a consulting capacity, in support of organizational improvement [within a function] that will drive or have direct impact on process improvements, reducing waste, and enhancing patient and/or customer satisfaction.
• Assesses organizational performance (e.g., a function, a department, a key process, etc.) in relation to established goals and standards; recommend new approaches, policies and procedures to effect continual progress toward goals and standards.
• Assists with the development of process performance metrics. Documents current processes and new processes; facilitates design of new processes incorporating process improvement fundamentals (removing waste, hand-offs).
• Develop improvement action plans, quantify the business benefits, and provide leadership and mentoring to ensure implementation.
  With assistance on assigned projects, drives implementation of critical business metrics & ongoing end-to-end process reviews. This will include the following steps: a) Identify key processes and their indicators; b) Establish baseline metrics; c) Report through financial and business review process; and, d) Develop and maximize improvement plans.
• Provides expertise using basic change management tools and methods to ensure successful and sustainable implementation of improvements.
• Conducts written and oral project updates for senior management and other leaders.
• Assists in the delivery of organization Improvement Model training programs including providing Senior Leadership, Directors and Managers with ongoing Improvement Model education and training.
• With support from a more senior PI resource, (e.g., Principal, PM, Manager, Director) coaches & mentors team members and process owners to utilize a defined PDCA process improvement methodology, incorporating PI methods that ensure the use and appropriate interpretation of data for decision making.
• Develops effective communication methods to keep staff and others informed about improvement/ (re)design activities of the organization and department.
• Incorporates organization Team Standards and Mission, and Vision Statement into daily activities.
• Integrates quality customer service skills, leadership skills and communication skills when interfacing with both internal and external customers.
• Actively seeks opportunities for self-improvement through self-awareness and feedback.
• Actively pursues opportunities to become multi-skilled to serve a more diverse role in the organization, focusing on development and application of the fundamental process improvement skills and knowledge.
• Guides junior analysts (interns and students) in performing operations analysis and decision support activities.

Department Specific Duties:

• Manage and lead the resolution of operational issues that arise and work with Corporate Vendors (i.e. print vendor, transportation vendor), including creating new policies and procedures because of new vendor implementation, product, or processes.
• Track and analyze performance trends from self-monitoring audits and Coaching Hotline questions to identify training or individual performance gaps.  Work with leaders and training to develop corrective action plans to improve gaps.
• Manage requests for Corporate Request for Processes (RFP) and annual review of RFP questions from Marketing.
• Make process improvement recommendations and lead process improvement workgroups.
• Attend Meetings as a Customer Service subject matter expert.  Take away action items and manage resolution to completion.