Job responsibilities:

• Process Transformation: Conduct process deep dives, create process maps, identify improvement opportunities, develop and implement transformation roadmaps for in-scope processes. Identify opportunities for automation, analytics, and data science solutions to enhance efficiency, quality, experience, and health outcomes.
• Business Acumen and Strategic Alignment: Align process improvements with organizational objectives and customer needs. Closely work with cross-functional teams, motivating operations team to adopt new processes while effectively managing resistance to change. Focus on delivering measurable financial results while maintaining a positive cost-benefit ratio.
• Collaboration with Operations Leaders and Clients:
• Ensure process metrics and KPIs meet best-in-class standards with defined roadmaps
• Conduct deep dives to identify bottlenecks and improvement opportunities
• Develop and propose solutions, create business cases, and secure stakeholder approval
• Deploy approved solutions within agreed timelines and budgets
• Communication and Collaboration: Engage diverse stakeholders (clinicians, administrators, patients) with excellent communication skills. Synthesize complex data into actionable insights and present them clearly.
• Market Research & Thought Leadership: Conduct market research on healthcare industry developments and client needs. Support the creation of thought leadership content for internal and external publications to position EXL as a leading healthcare partner.
• Process Improvement Expertise: Proficient in using advanced Lean and Six Sigma tools to analyse data and identify improvement areas. Understand healthcare processes and regulatory requirements.
• Problem-Solving and Analytical Skills: Apply strong analytical skills to diagnose root causes using tools like Fishbone diagrams or the 5 Whys technique. Use critical thinking to evaluate situations and select effective solutions.
• Project Management: Lead medium to large-scale initiatives with advanced project management skills, ensuring scalability across the organization.

Required qualifications:

• Bachelor’s degree in any discipline; MBA preferred
• 5+ years overall experience with at least 3 years’ experience with driving transformation programs using process re-engineering, automation, analytics, data science solutions
• Minimum 2+ years’ experience working in the US healthcare market with a focus on administrative clinical processes
• Experience working with transformation teams of business / process consultants, RPA developers, analytics and data science professionals
• Demonstrated track record with change management, value delivery in terms of top-line/bottom-line improvement, experience, quality, accuracy, business outcomes

Preferred experience (good to have):

• Experience working in clinical processes (prior authorization, utilization management, utilization review, etc.) within the US healthcare market
• Experience working in contact centre operations