Job Description

Job Title: Business Process Consultant
Job ID: 17187795
Status: Full-Time
Regular/Temporary: Regular
Shift: Day Job
Facility: UPMC Health Plan
Department: TeleHealth Solutions
Location: 600 Grant St, Pittsburgh PA 15219




Are you ready to work on the cutting edge of technology & healthcare delivery?  Are you excited to be part of a community of people who care deeply about changing healthcare through innovation?  As one of the few integrated delivery & financing systems in the country, as well as a leading academic medical center & health system, UPMC is uniquely positioned to move quickly and creatively in the telehealth space.  The Telehealth team at UPMC Health Plan is working to leverage telehealth technologies & applications to make health care delivery more convenient, lower cost, and more member-centric.  As a Business Consultant, you will be a vital member of our team working on strategy, planning and delivery of new telehealth products & programs.  You will be plugged into the fast evolving world of telehealth, identifying and analyzing new trends and practices to bring back to our team, and developing and implementing critical business projects that support our telehealth strategy.  You’ll work alongside colleagues in product development, digital health, member services, network, marketing, finance, operations and technology, and have the opportunity to collaborate with business & clinical partners across the UPMC system and beyond. 



  • Stay abreast and inform others of new and emerging topics/trends, best practices, technologies, and capabilities. Analyze the impact of emerging market trends, competitive activity, new research and technology changes.  Understanding UPMC Health Plan Telehealth’s goals around quality, cost and member experience, and our current programming, identify where new topics/trends should impact our strategy and work.
  • Meet with internal clients across the UPMC system such as Clinical, Service Operations, Claims, Network, Compliance, Legal, and Product teams to understand and assess business/operational needs as well as technical and other requirements; anticipate key business issues.  Understand, analyze, and structure undefined, complex, and politically sensitive projects.
  • Evaluate the scope and complexity of business projects or process improvement efforts.  Develop and execute work plans, timelines, and other relevant project management tools in relation to these efforts.  Develop detailed process flows of existing processes as well as proposed processes using process flow charting software such as Visio.  Gather, analyze, and interpret data and incorporate appropriately into action plans. Work as part of a team, leader of a team, or individually with responsibility for delivering on business projects or business process improvement efforts. Demonstrate initiative and creative problem solving ability in the identification of potential solutions and alternatives; develop frameworks or innovations that enable problem resolution.  Identify and track project issues, resolving issues where possible and escalating when necessary. Develop solutions to the problems posed by the effort, using approaches such as benchmarking, data analysis, organizational analysis, process mapping and redesign, job design, requirements identification, risk analysis, and other tools and techniques. Prepare and present project status reports to appropriate stakeholders.
  • Design, prepare, and lead/facilitate productive meetings with effective content presentations, facilitation tools, and discussion materials. Develop and directly oversee the timely creation of reports, presentations, and related materials. Make formal presentations to various audiences.  Participate in the development of new tools and resources.
  • Develop and utilize mechanisms to track best practices/ lessons learned in order to leverage into future business process improvement initiatives. Actively share knowledge with team members and employees across the organization. Maintain accountability for ongoing self development/ knowledge acquisition activities.  Recommend and implement new policies, procedures, and strategies to streamline workflow and ensure that each department within the division is meeting organizational objectives.
  • Balance a shifting workload and effectively deal with ambiguous circumstances while ensuring the timely completion of work.
  • Act as a change agent to lead, facilitate, and manage change across the organization. 




  • B.S. degree with an analytical or healthcare focus

  • Master's or Ph.D. degree preferred (extensive related experience will be considered)

  • 5 years' experience in operational analysis and business process reengineering with 3 years' experience in defining business requirements, identifying appropriate technology solutions, supporting the technology implementation, and preparing organizations for change

  • Experience in health care industry preferred, but those with relevant experience in other industries will be considered

  • Superior computer skills are a given, with expert knowledge in Access, Excel, and other financial & statistical software packages; Powerpoint and Visio skills preferred

  • High degree of professionalism, enthusiasm and initiative on a daily basis

  • Ability to work in a fast-paced environment required

  • Manage multiple tasks and projects, and forge strong interpersonal relationships within the department, with other departments, and with external audiences

  • Attention to detail is critical to the success of this position, with demonstrated competency in customer orientation and the ability to deal with ambiguity

  • Excellent planning, communication, documentation, organizational, analytical, and problem solving abilities

  • Advanced mathematical skills

  • Statistical background preferred

  • Ability to interpret and summarize results of various analyses in a timely and meaningful way

  • Ability to effectively approach problem solving

  • Ability to re-engineer processes to positively impact productivity in terms of timeliness and accuracy

  • Ability to analyze financial & operational results and to comprehend forecasting models

  • Well-informed and conversant with general business and operational matters

Salary Range: $31.82 to $54.34 / hour

Union Position: No

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