We are seeking an experienced Operational Excellence Specialist to oversee and continuously improve our end-to-end medical prescription digitization services. This role is responsible for ensuring that prescription data is digitized accurately, efficiently, and within defined Service Level Agreements (SLAs), while maintaining the highest standards of data quality, compliance, and operational efficiency.

Key Responsibilities:

1. SLA & Performance Monitoring

Monitor daily operational performance against predefined SLA targets (e.g., turnaround time, accuracy rate).

Identify process bottlenecks or SLA breaches and implement corrective/preventive actions.

Generate daily/weekly SLA and KPI reports with actionable insights.

2. Process Optimization

Map and continuously improve digitization workflows to reduce processing time and increase accuracy.

Lead Lean/Six Sigma initiatives focused on minimizing errors and eliminating waste in the digitization pipeline.

Introduce automation or AI validation checkpoints where appropriate.

3. Quality Assurance & Compliance

Define and implement quality control protocols to ensure digitized prescriptions meet medical accuracy, formatting, and compliance standards.

Perform root cause analysis on quality failures and implement sustainable solutions.

Ensure adherence to healthcare regulations (e.g., HIPAA, local data privacy laws).

4. Training & Standardization

Develop and update Standard Operating Procedures (SOPs) for each stage of the digitization process.

Train data entry teams and OCR validation operators on best practices and quality benchmarks.

Conduct regular audits and feedback sessions to maintain performance consistency.

5. Stakeholder Coordination

Collaborate with stakeholder teams to align operational goals with business needs.

Key Performance Indicators (KPIs):

Prescription turnaround time (TAT) compliance (% within SLA)

Data accuracy rate (% prescriptions processed without error)

Number of quality incidents per 1,000 prescriptions

Process cycle efficiency improvement (%)

Customer satisfaction score (CSAT related to digital services)