Formativ Health

  • Enterprise Efficiency Analyst

    Job ID
    Employment Type
  • Overview

    As a key deputy to the Vice President, Enterprise Services, the Efficiency Manager at Formativ Health will create, lead and manage process improvement and productivity enhancements to ensure optimal customer experience for our physician partners. This key team member will work across functional areas to support capacity and resource planning, forecasting and pricing, and to identify, document and implement process improvements. The Efficiency Manager will work closely alongside the Optimization team to collect and analyze operational and customer data, and identify trends that drive Formativ’s patient access services strategy and ability to service needs of our physician customers.


    • Assess current business processes, process flows and breakdowns and recommend improvement and optimization opportunities and solutions with supporting documentation
    • Manage oversight of process and productivity improvement measures across Formativ’s Patient Access Services operation
    • Identify process gaps and organizational inefficiencies using Lean, Six Sigma, Kaizen and Business Process re-engineering methodologies
    • Implement processes to drive issue resolution and risk mitigation
    • Develop and maintain formal process documentation, including procedures and process flow diagrams
    • Oversee long and short term capacity planning and budget
    • Recommend and implement servicing strategy improvements related to call routing, hours of operation, overflow between partner groups, and that are tied to Formativ’s broader strategy and mission
    • Assess financial impacts and risks to managing process changes and recommendations
    • Work across business lines and functions, including operations and finance to identify opportunities to achieve cost efficiencies, optimize resource requirements, and to appropriately price Formativ’s long-term client partnerships
    • Define success metrics for new systems and processes and establish plans to track and manage towards goals
    • Manage reporting to support contact centers, including service levels, transfers, call reasons, and incentive plans
    • Analyze and identify trends associated with productivity
    • Design, develop, implement and oversee contact center agent incentive planning and analysis
    • Build and oversee new program implementation and ongoing governance
    • Contribute to and own sections of monthly operational reporting for customers
    • Support other initiatives and projects as needed


    • Bachelor’s Degree or equivalent experience
    • At least 1 year of process management experience and / or 1 year of contact center experience
    • LEAN, Agile, Six Sigma, Business Process Management, or Project Management certification preferred
    • Highly collaborative; ability to influence and work effectively across functional areas
    • Strong communication skills
    • Strong analytical skills
    • Mastery of Microsoft business tools (Excel, PowerPoint)

    About Formativ Health

    At Formativ Health we believe in empowering physicians to focus on patient care. Through our partnership, hospitals and health systems are able to improve efficiency, increase revenue, and better focus on the health and satisfaction of the patients they treat.

    Formativ is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, age, veteran status, disability, national origin, sex, sexual orientation, religion, gender identity or any other federal, state or local protected class.


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