Philips Continuous Improvement Manager in Home Worker, Massachusetts

We welcome you to join Philips as an experienced Continuous Improvement Manager!

The Continuous Improvement Manager is a key point of contact between the client and Philips, with the aim of creating a lasting partnership around improving the performance of a hospital department.

Being experienced with continuous improvement and hospital department operations, the Continuous Improvement Manager supports the customer in translating data into insights and concrete actions to enable better department results. The Continuous Improvement Manager uses a dashboard and Lean/Six Sigma methods and tools to facilitate a continuous improvement cycle.

Customer & Quality

-Develop, maintain, and improve Philips-customer relationships and build the credibility and visibility of Philips to key decision makers at the customer site

-Support customers with continuous improvement using the services in SUN and the SUN portal

-Occasionally perform on-site observations and interviews at client radiology departments and hospitals to understand customer needs and challenges and formulate improvement plans

-Have overall knowledge of products and services and be the linking pin to specialists where required

-Present findings, reports, and recommendations to customers, including RBMs, administrators, and potentially CXO level

-Perform live and remote training to customers as part of the on-going product lifecycle (updates, upgrades)

-Perform live and remote training to customers on data interpretation

Operational

-Manage multiple clients simultaneously while maintaining close relationships with clients

-Manage the initial service delivery implementation

-Support customers in the use of business intelligence and analytics tooling, including interpretation of results (set up and maintenance customer KPIs, alerts, and dashboard views)

-Enable the customer to determine the ideal journey to establish continuous improvement and meet the department growth goals

-Monitor outputs closely and be prepared to change course of journey if found necessary

-Work closely with experts to ensure all enhancement activities are sustainable and achieved efficiently

-Respond to data-driven alerts, analyze related data (working together with Data Analysts and Subject Matter Experts), and suggest an action plan to be considered

-Perform root-cause analysis related to operational concerns at customer site

-Provide feedback to Philips stakeholders regarding customer needs, including to Marketing and sales

-Work together with the back office and experts from the businesses for support

-Provide feedback to the back office to enable improving the system

Your Profile

-MS in business or technical field with relevant experience in medical industry and at least 5 years in a departmental administration or operations role. Other applicable prior roles may include clinical education, clinical or business analyst, modality manager, quality improvement manager, process improvement manager, or the equivalent at a healthcare provider.

-Service oriented personality

-Customer focused and experienced in customer interaction

-Strong communication and coaching skills

-Broad experience with relationship and change management

Customer & Quality

  • Develop, maintain, and improve Philips-customer relationships and build the credibility and visibility of Philips to key decision makers at the customer site

  • Support customers with continuous improvement using the services in SUN and the SUN portal

  • Occasionally perform on-site observations and interviews at client radiology departments and hospitals to understand customer needs and challenges and formulate improvement plans

  • Have overall knowledge of products and services and be the linking pin to specialists where required

  • Present findings, reports, and recommendations to customers, including RBMs, administrators, and potentially CXO level

  • Perform live and remote training to customers as part of the on-going product lifecycle (updates, upgrades)

  • Perform live and remote training to customers on data interpretation

Operational

  • Manage multiple clients simultaneously while maintaining close relationships with clients

  • Manage the initial service delivery implementation

  • Support customers in the use of business intelligence and analytics tooling, including interpretation of results (set up and maintenance customer KPIs, alerts, and dashboard views)

  • Enable the customer to determine the ideal journey to establish continuous improvement and meet the department growth goals

  • Monitor outputs closely and be prepared to change course of journey if found necessary

  • Work closely with experts to ensure all enhancement activities are sustainable and achieved efficiently

  • Respond to data-driven alerts, analyze related data (working together with Data Analysts and Subject Matter Experts), and suggest an action plan to be considered

  • Perform root-cause analysis related to operational concerns at customer site

  • Provide feedback to Philips stakeholders regarding customer needs, including to Marketing and sales

  • Work together with the back office and experts from the businesses for support

  • Provide feedback to the back office to enable improving the system

Competencies

  • MS in business or technical field with relevant experience in medical industry and at least 5 years in a departmental administration or operations role. Other applicable prior roles may include clinical education, clinical or business analyst, modality manager, quality improvement manager, process improvement manager, or the equivalent at a healthcare provider.

  • Service oriented personality

  • Customer focused and experienced in customer interaction

  • Strong communication and coaching skills

  • Broad experience with relationship and change management

  • Customer & Quality

  • Can gain expert knowledge of product functionality at a level sufficient to train others in basic use, advanced functionality, and best practices

  • Technology - familiar with the role (what data they provide), advantages, and limitations (where the data is reliable or not reliable, possible blind spots in the data) of imaging and healthcare IT systems

  • Operations: recognizes key performance indicators and their relevance to a radiology department, understand how these can be measured (link to systems) and limitations in those measurements, and the (people, process, system) factors that impact those KPIs

  • Organizations: fluency with typical roles and interactions within a radiology department and hospital; understand roles as linked to KPIs

  • Can gain broad knowledge about Philips products and services at a level sufficient to identify what Philips offerings may address customer needs and to make the connection between customer and Philips

  • Operational Experience and strong Operational Improvement Drive

  • Demonstrated results in designing and deploying continuous improvement initiatives (Lean, Six Sigma), ideally at a healthcare provider, and can coach others in effective deployment of continuous improvement methodologies.

  • Can execute structured root cause analysis, critical thinking, and problem solving methodologies. Can support the creation of tools and procedures to standardize these activities, and can coach others in the deployment of these processes.

  • Ability to interpret data and trends, use of Business Intelligence type tooling, including working knowledge of statistics (understanding of terminology and significance), data visualization techniques (what visualization approach to use)

  • Project management: able to track and manage multiple clients simultaneously, and prioritize activities based on clinical and commercial variables

  • Excellent interpersonal skills and experience in stakeholder management, with sensitivity to complex organizational structures, varying cultures, and potentially conflicting goals. Comfort working with both internal and external customers.

  • Willingness to travel up to 25 %.

Philips is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, genetic information, creed, citizenship, disability, protected veteran or marital status.

As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.