Manager, Continuous Improvement

Job Locations US-CA-San Francisco
Job ID
Regular Full-Time




The Manager of Continuous Improvement is accountable for managing a team of Process Improvement Analysts and Quality Assurance Analysts who are responsible for driving performance excellence and process efficiencies through process documentation, process improvement methodology, and quality assurance program to achieve financial benefits and customer satisfactions for SFHP. S/He uses concepts of performance excellence and process improvement (including methodologies, technologies, and processes) to identify improvement opportunities and drive solutions that aligned with strategic business processes and SFHP’s strategic goals.

The person will apply both lean and six sigma principals and be very hands on interfacing directly with business stakeholders and cross departmentally. The person must demonstrate suburb interpersonal, communication, presentation, and training skills with a high degree of comfort engaging with all levels within the organization.




Process Improvement

  • Lead, facilitate, and coach others on process improvement initiatives
  • Measure and track the results of the process improvement portfolio over time to document the contribution of the ROI
  • Drive adoption of the required Process Improvement processes
  • Responsible for directing and coordinating business change activities associated with process improvements and system changes to ensure smooth transactions for business unit managers
  • Work with business managers in conducting the required fact gathering and analysis necessary to document, quantify and specify process re-engineering efforts
  • Conduct studies of operations, workflow processes and develop the most cost efficient or productive way for processes; focus on improving productivity or work methods reducing costs and improving risk management and control
  • Review project proposals to determine whether end-to-end process improvement opportunities exist and incorporate into Process Improvement Portfolio
  • Develop and implement management planning and control systems across SFHP to enhance managerial effectiveness by providing objective, qualitative and quantitative performance indices
  • Provide consultative services and analytic support to business management
  • Serve as a catalyst to identify and recommend improved performance through: capacity planning, resource allocation, work simplification, staff scheduling, service level management, revenue enhancement, organizational design, consolidation, performance measurement systems, training, strategic planning, productivity improvement, and expense control
  • Perform liaison and client management functions between the PPI Department and the Department's internal partners
  • Own SFHP process improvement methodology and approach towards all work efforts and maintain them over time
  • Provide training, guidance and leadership to other SFHP staff to ensure consistency of approach and quality control for all on-going initiatives related to process improvement
  • Prepare prioritization summary for initiatives that meet certain impact criteria so that department resources can be invested in areas with the most impact
  • Facilitate and edit major communications and presentations to ensure accuracy and consistency
  • Lead presentations to all audiences from Executive Leadership, Business Stakeholders and individual line level

Quality Assurance

  • Responsible for overseeing the intermediate and advanced auditing of claim transactions, including reinsurance and high dollar claims
  • Responsible for meeting or exceeding audit productivity and quality standards to maintain the integrity of the claim sample
  • Maintain and report all audit reports, findings and corrective action plans
  • Determine error sources and accurate entry of claim audits into the Quality Database
  • Review error trend reports and participate in rebuttal process for continuous improvement; providing feedback to other teams and departments
  • Responsible for working with internal customers on driving resolution on issues identified in the audits


  • Manages and develops the team to achieve team objectives. Promotes a collaborative and constructive environment to accomplish work and meet customer demands
  • Establishes departmental goals and objectives that support SFHP’s mission and goals and ensure individual performance goals support departmental goals. Leads team towards goal achievement; measures and monitors the status of goal achievement
  • Participates actively with the Operations Leadership team to improve cross-functional collaboration and to drive positive culture shifts



  • Bachelor’s Degree in Business or Health Care. 
  • Prior experience at a healthcare organization, particularly at a managed care health plan highly preferred
  • 5+ years’ experience in managing and implementing process improvement efforts
  • 5+ years’ experience in managing and mentoring employees including guidance and training of more junior staff
  • Six Sigma Green Belt Certification, Lean training, or equivalent relevant leadership experience of process improvement efforts
  • Proven success in process improvement and/or process redesigned to meet short and long-term goals
  • Demonstrated leadership abilities and strong problem solving skills through delivering and managing process improvement efforts
  • Exposure to development of training curriculums on Lean Six Sigma, continuous improvement strategy and roadmap preferred
  • Strong interpersonal, presentation, and communication skills
  • Ability to work with a high level of independence with strong collaboration and relationship management skills
  • Experience with SQL and statistical package preferred




Established in 1997, San Francisco Health Plan (SFHP) is a an award winning,  managed care health plan whose mission is to provide affordable health care coverage to the underserved low and moderate-income residents in San Francisco county. SFHP is chosen by eight out of every ten San Francisco Medi-Cal managed care enrollees and its 145,000+ members have access to a full spectrum of medical services including preventive care, specialty care, hospitalization, prescription drugs, and family planning services. SFHP was designed by and for the residents it serves, and takes great pride in its ability to accommodate a diverse population that includes young adults, seniors, and people with disabilities.




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