Job Category: Business OperationsJob Description:Your RoleThe Customer Experience Program Management Team is responsible for managing agent requirements and readiness for projects and programs that impact Customer Experience. The Business Process Analyst, Consultant will report to the CE Manager of Program and Project Management. In this role you will support member, broker, and provider phone teams in delivering projects that impact frontlines. You will be required to work with multiple cross-functional teams as a representative of Customer Experience to define requirements and needs to make the project successful. This work is overwhelmingly project-based; performing change management and business readiness to ensure all front-line agents are prepared for incoming changes. (Examples include: project plans, business readiness plans, communication plan, process updates, training plan and coordination, change management approaches and leadership alignment).Responsibilities:Your WorkIn this role, you will:
Lead cross functional teams through BPM process steps, guide development of data collection/root cause analysis, data interpretation, customer journey mapping, process mapping and forecasting of benefits, guide prioritization of efforts based on impact, cost and ease of implementation
Support business planning and execution around business process improvements
Support engagement with business owners to assess and evaluate specific recommendations around optimization.
Defines highly complex business and customer needs and provides analysis toward operational efficiency and drives change within the organization.
Provide inputs on business models, incentive systems and performance management tools and support engagement with business owners to assess and evaluate specific recommendations around optimization
Recommend processes for ongoing measurement, monitoring and reporting of progress on key metrics and facilitate status.
Develop methodology for forecasting of benefits and guide prioritization of efforts based on impact, cost and ease of implementation
Establish and cultivate relationships across operational roles. Building alliances between parties and expert in knowing what's necessary to execute and achieve the goals of the business in harmony with the goals of all areas of business and delivery.
Gather customer and business needs and provides analysis toward operational efficiency and drives change within and operational areas * Guides/maintains leadership level alignment through communications and change management strategies
Lead the development and enhancement of tools and materials that enhance operating efficiency, accuracy, and technical skill levels of unit staff
Provide leadership in tracking and communicating workflow and system changes to appropriate sources and coordination of training and documentation needs
Create and maintain business readiness plans from initial impact assessment to implementation and stabilization
Maintain comprehensive project plans and scorecards to report status updates, risks, and mitigation plans to leadership
Maintain ongoing relationships with vendors to ensure compliance with regulations and tracking of resultsQualifications:Your Knowledge and Experience
Requires a bachelor's degree or equivalent
Requires a Six Sigma green belt from either Six Sigma or LEAN
Requires at least 10 years of prior relevant experience leading BPM/continuous improvement activities from ideation through execution
Preferred experience with agile methodologies
Experience with contact center operations is preferred
Experience working with project management, operations readiness, and business change management is preferred
About the Team:About Blue Shield of CaliforniaAs of January 2025, Blue Shield of California became a subsidiary of Ascendiun. Ascendiun is a nonprofit corporate entity that is the parent to a family of organizations including Blue Shield of California and its subsidiary, Blue Shield of California Promise Health Plan; Altais, a clinical services company; and Stellarus, a company designed to scale healthcare solutions. Together, these organizations are referred to as the Ascendiun Family of Companies.At Blue Shield of California, our mission is to create a healthcare system worthy of our family and friends and sustainably affordable. We are transforming health care in a way that genuinely serves our nonprofit mission by lowering costs, improving quality, and enhancing the member and physician experience.To achieve our mission, we foster an environment where all employees can thrive and contribute fully to address the needs of the various communities we serve. We are committed to creating and maintaining a supportive workplace that upholds our values and advances our goals.Blue Shield is a U.S. News Best Company to work for, a Deloitte U.S. Best Managed Company and a Top 100 Inspiring Workplace. We were recognized by Fair360 as a Top Regional Company, and one of the 50 most community-minded companies in the United States by Points of Light. Here at Blue Shield, we strive to make a positive change across our industry and communities - join us!Our Values:
Honest. We hold ourselves to the highest ethical and integrity standards. We build trust by doing what we say we're going to do and by acknowledging and correcting where we fall short.
Human. We strive to listen and communicate effectively, showing empathy by understanding others' perspectives.
Courageous. We stand up for what we believe in and are committed to the hard work necessary to achieve our ambitious goals.
Our Workplace Model:At Blue Shield of California and the Ascendiun Family of Companies, we believe in fostering a workplace environment that balances purposeful in-person collaboration with flexibility. As we continue to evolve our workplace model, our focus remains on creating spaces where our people can connect with purpose - whether working in the office or through a hybrid approach - by providing clear expectations while respecting the diverse needs of our workforce.Two Ways of Working:
Hybrid (Default): Work from a business unit-approved office at least two (2) times per month (for roles below Director-level) or once per week (for Director-level roles and above). Exceptions:
o Member-facing and approved out-of-state roles remain remote.o Employees living more than 50 miles from their assigned offices are expected to work with their managers on a plan for periodic office visits.o For employees with medical conditions that may impact their ability to work in-office, we are committed to engaging in an interactive process and providing reasonable accommodations to ensure their work environment is conducive to their success and well-being.
On-Site: Work from a business unit-approved office an average of four (4) or more days a week.
Physical Requirements:Office Environment - roles involving part to full time schedule in Office Environment. Based in our physical offices and work from home office/deskwork - Activity level: Sedentary, frequency most of work day.Equal Employment Opportunity:External hires must pass a background check/drug screen. Qualified applicants with arrest records and/or conviction records will be considered for employment in a manner consistent with Federal, State and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or disability status and any other classification protected by Federal, State and local laws.
