Director of Business and Operational Excellence - Illinois

Job Summary
The Director of Business and Operations Excellence is responsible for driving achievement of Springfield Clinic’s Front End business operations, quality goals, Lean deployment/standardization, and execution of strategic projects and initiatives across all Springfield Clinic locations.

The Director position reports through the VP of Operations. The position is domiciled in Springfield Clinic’s primary market and supports the Executive Operational Team in these key focus areas:

Key Responsibilities
Front End Business Operations; Revenue Cycle, Patient Access and provider referral path enhancement, Operational Performance Improvement, Operational Business Performance Excellence and Analytics, Business Operations Content Management, and Operational Management Development Program

  • The primary objective for the Director of Operations Excellence is quality – driving the organization’s performance towards zero defects
  • Weekly front end operational performance measurement & management across all locations within the organization is a core responsibility; key metrics will be tracked and displayed within every location using standard visual management tools (Lean Wall display, Status at a Glance boards, Performance Dashboards)
  • Rigorous and regular employment of standard problem solving tools through Lean, Six Sigma, etc. (PDCA, data analytics/Pareto charting, Fishbone diagramming, 5 Why’s, 8D, and A3) and Kaizen to address performance shortcomings and drive rapid process and performance improvement
  • Identify, assess/validate, document and share local best practices for potential company-wide adoption and standardization

Builds Lean/PI culture and capabilities at local level

  • Partners with the Operations leaders (VP, Directors, and Management) in their departments/locations to build Lean culture and capability at all levels
  • Standardization: establishes environment in which standard work is the basis for continuous process improvement
  • Applies standard “Learn / Do” approach in coaching/mentoring department leadership teams; teaching others will be one of the most important duties for this role
  • Trusts but verifies: conducts Safety/Security/5S and Standard Work Instruction Compliance audits at every department/location across the organization
  • Behavior-based leadership: uses Influencer methodology to drive change management success in all levels of the organization

Serves as program manager to deliver on strategic initiatives

  • Partners with all organizational departments to implement strategic initiatives in: Revenue Cycle, Pre-cert/Referral, Financial Counseling Model, Training/Workflow Standardization, Operational Dashboard Development, Front End Policy Management, and Operational Forms Management
  • Ensures timely information, deliverables and execution per program schedules
  • Acts as the highest point of escalation for front end operational program issues
  • Regularly reports to VP and SC Exec Admin on program execution and KPIs

Builds and maintains strong customer relationships

  • Lead collaborative efforts with SC leadership, Physicians, Departments and customers to proactively address Voice of Customer concerns and operative challenges via the standard LEAN cycle of improvement (VSM – CIR – Kaizen)
  • Takes initiative to directly support and solve short-term and chronic Voice of Customer issues

SC Operations & Leadership Support

  • Able to serve as or to augment department leadership as necessary during periods of transition and under business continuity plan conditions (severe weather, hurricanes, flooding, etc.).
  • Attend meetings and covers organizational needs in absence of VP (backfill during travel, vacations, etc.) for respective areas of responsibility.
  • Serves as operational representative on SC Revenue Cycle Management Committee
  • Serves as operational representative on SC Forms Governance Committee
  • Serves as operational business partner to SC Patient Accounting, Business and Clinical Intelligence Dept., Innovation and Experience Dept., and Human Resources Dept.

Minimum Qualifications:

  • 5-7 years of experience in a process improvement role and constructed/adopted environment
  • Lean/Six Sigma certification/belt required and a Six Sigma Black Belt Preferred
  • The ideal candidate will have experience and a track record for successfully executing strategic projects, from start to finish, in complex operations and in a fast-paced environment.
  • Ability to champion, utilize and deploy Performance Improvement methodologies (Lean, Six Sigma, etc.) principles and tools to solve problems, reduce waste, improve profitability, quality, performance and create alignment
  • BA/BS degree in Business, Operations, Supply Chain/Logistics, Engineering or related professional field; commensurate direct experience in lieu of degree will also be considered
  • MBA or related Master’s degree preferred

Professional Skills:

  • Interpretation: ability to translate strategic direction into tactical deliverables that are readily embraced and implemented
  • Commitment: willingness to directly engage in the operational environment, roll up sleeves and lead by example whenever necessary
  • Approach: team-oriented, willing to learn and share every day
  • Focus: process-centric; inquisitive / always asking “why?”; high detail orientation
  • Communications: exceptional written & verbal communication skills; ability to respectfully speak plainly to all parties/levels as required by situation
  • Influence: ability to drive change across a diverse group of stakeholders
  • Problem Solving: ability to demonstrate strong analytical problem solving and articulate results/action
  • Leadership & Courage: ready to step in and support District operations as required by situation; readily demonstrates Integrity core value by identifying, escalating and addressing safety and security issues
  • Demeanor: positive, calm/steady under pressure
  • Sense of urgency: self-motivated and results-driven

To apply, please visit:

Location: Illinois
Shareholder/ Facility: Springfield Clinic
Type: Executive Opportunities