Process Excellence (Coop/Tamheer)

Job Description

Role Purpose:

To assist in implementing the process improvement initiatives in the entire functions of CareConnect in order to eliminate the service failures impacting the patients experience within the agreed timeline, objectives and targets.

1-Focused Improvement:

• Collect the service failures from different channels like VOC & Healthcare Center complaint logs and develop a service loss tree to identify the top failures to focus on through FI
• Facilitate and follow up FI activities and agenda with cross functional teams to implement the improvement changes
• Manage the process of analyzing the root causes of the failures with the FI leader and team members using a structured problem solving methodology and variety of tools, and identifying the corresponding countermeasures to eliminate or at least reduce the service failures at a certain minimum level
• Assist and support in conducting the regular FI review with CareConnect Senior Directors and FI leaders
• Propose additional countermeasures to strengthen the solutions in addressing the problem

2-Medical Quality Control:

• Conduct regular medical quality audits on selected clinical cases according to the defined audit plan and quality standards.
• Review and validate Non-Conformance Reports (NCRs) related to medical functions.
• Perform root cause analysis (RCA) for identified medical quality issues and collaborate with relevant stakeholders to develop corrective actions.
• Monitor the implementation and effectiveness of corrective and preventive actions to ensure closure of NCRs.
• Track and analyze quality indicators.
• Coordinate with internal teams and healthcare providers to ensure compliance with clinical guidelines, policies, and regulatory standards.

3-Process Governance:

• Carry out process mapping exercise with area owner and document the flowchart using the official process flow template Conduct process analysis and time & motion study to identify key areas for process optimization leading to efficiency and productivity improvement
• Identify waste along the process and implement the corresponding improvement actions Measure the impact of process changes before and after improvement; and make adjustments as needed
• Create process documentation and train staff on the new process with the area owner
• Conduct a quarterly review of the CareConnect processes with functional leaders.
• Measure and monitor Turnaround Time (TAT) for processes to identify delays, analyze root causes of inefficiencies, and implement improvement initiatives to optimize process performance.

Skills

• Basic knowledge in Total Quality Management
• Analytical and problem-solving ability
• Planning and project management skills
• Skills in numerical and statistical analysis
• Attention to detail

Education

Bachelor's degree in Pharmacy, any medical background or Manufacturing/Industrial Engineering