Business Process Manager (L2-A&P)

PointClickCare is a leading North American healthcare technology platform enabling meaningful care collaboration and real‐time patient insights. For over 20 years, the company has been focused on realizing its vision: to help create a world in which providers and plans can confidently deliver frictionless care. Since its inception, PointClickCare has grown exponentially, with over 2,200 employees working to impact millions across North America. Recognized by Forbes as one of the top 100 private cloud companies and acknowledged by Waterstone Human Capital as Canada’s Most Admired Corporate Cultures, PointClickCare leads the way in creating cloud-based healthcare software.

At PointClickCare, we offer a wealth of opportunities and a vibrant culture that empowers our employees. Our dynamic environment is the perfect place to advance your career while engaging in meaningful work alongside incredible colleagues. Here, you’ll discover a space where your talents can thrive, your career can grow, and your work will have a lasting impact on healthcare across North America. We believe that work becomes profoundly fulfilling when driven by a higher purpose.

Join us and be part of a team that is making a real impact.

To learn more about us, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn.

Position Summary:  

Reporting to the Senior Manager, Business Process Management, the Business Process Manager will play a pivotal role in driving transformation and operational excellence throughout the organization, in programs such as Product to Cash business processes and enhancing customer satisfaction by optimizing our operational processes.

You will lead cross-functional teams through the discovery of current processes and pain points, analyze current process effectiveness and maturity, design future states that align with strategic objectives and meet customer expectations, and provide support in establishing process execution and monitoring capabilities.

Your expertise, insights, and recommendations will drive tangible improvements in efficiency, quality, and customer experience. You will also be supporting a community of practice where the business process management methodology is shared across the organization.

The successful candidate will be an individual with strong business aptitude, change management and problem-solving skills. This is a critical role interfacing with cross functional business leaders and teams to drive business process improvement and transformation. You will be required to challenge the status quo and influence changes.

Duties and Responsibilities: 

•Lead process discovery discussions and workshops with key stakeholders to identify current state processes, interdependencies, and pain points. 

•Analyze process effectiveness and maturity using industry-standard methodologies and tools such as Lean Six Sigma. 

•Collaborate with cross-functional teams to design future state processes that address pain points, align with strategic and business objectives, and challenge the status quo to improve and transform. 

•Develop business cases and plans to implement process enhancements and improvements, and track progress against targets. 

•Facilitate process execution control planning discussions to capture the necessary metrics and control plans that will result in optimal performance against customer expectations and operational targets. 

•Support the Senior Manager, Business Process Management, develop and maintain business process documentation and artifacts.  

•Ensure alignment between business processes and strategic and operational targets during process design. 

•Design and model new and existing business processes using industry-standard methodologies and process classification frameworks such as APQC (American Productivity Quality Center) 

•Facilitate change management discussions to capture the changes between current and future states which will enable change impact assessment and preparation that lead to successful adoption of new processes and behaviors. 

•Provide subject matter expertise and guidance on process improvement initiatives across the organization during the project and provide consultation during process execution to enhance the business unit's capabilities to maintain metrics to measure process performance and identify areas for continuous improvement. 

•Lead process documentation as engaged by the business where necessary. 

•Work with the Business Process Management team to build out enterprise business process practices and knowledge based. 

•Build out the enterprise business process and process elements library. 

•Support the establishment and maintenance of the business process automation capabilities. 

Skills, Qualifications, and Experience:  

•Bachelor’s degree in Business Administration, Engineering, or related field (master's degree preferred, not required)

•Experience in process documentation, process analysis, process improvement, continuous improvement, process management experience in a SaaS Company

•5+ years in SaaS or HealthCare work environment (preferred, not required)

•Certified Lean Six Sigma, BPM, or other Continuous Improvement certification is desired

•Proven track record of leading cross-functional teams through process improvement or transformational initiatives.

•Experienced in leading communities of practice or continuous learning programs.

•Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.

•Excellent communication and interpersonal skills with the ability to effectively collaborate with stakeholders at all levels of the organization.

•Change management experience, including stakeholder engagement, communication planning, and training development.

•Ability to distill complex processes and painpoints, develop and propose effective recommendations to drive process improvement across the organization 

•Exceptional presentation, oral, and written communication skills

•Ability to analyze conflicting and competing performance objectives and propose business process methods and approach to manage these competing goals

•Strong critical thinking and decision-making skills.

•Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.

•Experience leading transformational projects of various sizes in various industries 

•Knowledge of BPMN, Six Sigma, APQC, CMMI, BIZBOK, TOGAF or Gartner methodologies is desirable

•Experience with enterprise solutions such as JIRA, SalesForce, NetSuite, and business process management tool such as Visio, Lucid, and etc. 

•Strong facilitation skills with experience managing high stake conversations and ability to manage conflicting interests of cross functional teams

•Hands on experience with change management frameworks 

•Experience designing and executing complex multi-day workshops that drive tangible results

•Experience presenting to leadership at an Executive level. 

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PointClickCare Benefits & Perks:

Benefits starting from Day 1!

Retirement Plan Matching

Flexible Paid Time Off

Wellness Support Programs and Resources

Parental & Caregiver Leaves

Fertility & Adoption Support

Continuous Development Support Program

Employee Assistance Program

Allyship and Inclusion Communities

Employee Recognition … and more!

It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact recruitment@pointclickcare.com should you require any accommodations.

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