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Business Process Excellence Analyst
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At MCG, we lead the healthcare community to deliver patient-focused care. We have a mission-driven team of talented physicians and technical experts developing our evidence-based content and innovating our products to accelerate improvements in healthcare. If you are driven to enhance the US healthcare system, MCG is eager to have you join our team. We cultivate a work environment that nurtures personal and professional growth, and this is a thrilling time to become a part of our organization. With dynamic roles that offer meaningful impact, you'll be able to fully realize your potential. Plus, you'll enjoy world-class benefits and the security, stability, and resources of our parent company, Hearst, with over 100 years of experience.
The Business Process Excellence Analyst is responsible for evaluating existing business processes related to service at MCG and for developing, mapping, refining, and implementing improved processes across the organization. This role also maintains frameworks for process governance and supports a culture of continuous improvement.
Working closely with MCG staff, the Business Process Excellence Analyst creates comprehensive process documentation and designs efficient, effective workflows to ensure consistent, high-quality customer service delivery. In addition, this position facilitates and drives organizational change within an evolving software development environment.
This role requires strong self-management, including the ability to independently prioritize work, manage time effectively, and drive deliverables to completion with minimal day-to-day oversight.
You Will:
- Work closely with cross-functional MCG teams to identify, document, and analyze business processes.
- Collaborate with various departments to develop cross-team processes to execute MCG business strategy.
- Build process diagram maps in LucidChart, and Draw.io; create process procedural text documents in Confluence; and occasionally develop end-user training materials in PowerPoint or Word.
- Lead current-state process documentation and analysis initiatives by identifying requirements, inputs, outputs, resources, and tasks, while documenting processes to uncover issues, risks, gaps and opportunities; drive resolution or mitigation efforts, communicate outcomes to stakeholders, and escalate to leadership as needed.
- Implement and execute process improvements and new process designs in collaboration with stakeholders to enhance efficiency, productivity, and customer satisfaction while aligning with organizational goals.
- Identify system and workflow infrastructure changes necessary to implement new processes.
- Support Manager Business Process Excellence in facilitating key project/kaizen initiatives.
- Assist in the change management necessary to roll out new processes and, if needed, develop and deliver process training to internal teams.
- Provide stakeholders and shareholders with project status updates, feedback, and reporting on key responsibilities and objectives; identify and engage key stakeholders to participate in, review, and support process documentation, improvement, and development efforts; and ensure alignment on documented processes and enhancements to existing processes.
- Provide ongoing administrative support for the MCG Process Library, including enforcing governance policies and documenting process best practices.
- Assist Process Owners with setting process performance criteria and establishing regular monitoring and measurement methods.
- Identify opportunities to improve personal and team knowledge and skills, including monitoring releases of utilized software to identify new features and investigating new frameworks and methodologies related to process excellence.
- Facilitate meetings and/or projects and determine audience and tactics appropriate for a particular discussion. Adapt facilitation style to engage a variety of group settings.
What We're Looking For:
- At least 3 years of experience in business process analysis, business process improvement, and/or project management required.
- Proficiency in process mapping and diagramming tools (e.g., LucidChart and Confluence Draw.io) is required.
- Experience creating informational and/or instructional documentation using PowerPoint, Confluence wiki, Word, or other tools required.
- Strong analytical skills with the ability to collect, study, and interpret complex data and analyze business processes required.
- Proficiency in Microsoft Office suite, including Excel, PowerPoint, Teams, etc. required.
- Knowledge of Process Management and Improvement frameworks such as Lean Six Sigma, ITIL v3, TQM or ISO 9000 required.
- Demonstrates strong time management skills, consistently meeting deadlines and managing multiple tasks efficiently.
Licensure/Certifications/Registrations/Permits:
- Lean Six Sigma, PMP, or ITIL certification preferred.
Preferred Qualifications:
- Bachelor’s degree in business administration, management, or a closely related field preferred.
- Experience participating in workshops, kaizens, focus groups, and making presentations to large groups preferred.
The above is intended to describe the general content of and requirements for, the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.
Pay Range: $88,000 - 123,300
Other compensation: Bonus Eligible
Perks & Benefits:
💻 Remote work/ Hybrid work
✈️ Travel expected 1-4 times per year for company-sponsored events
🩺 Medical, dental, vision, life, and disability insurance
📈 401K retirement plan; flexible spending and health savings account
🏝️ 15 days of paid time off + additional front-loaded personal days
🏖️ 14 company-recognized holidays + paid volunteer days
👶 up to 8 weeks of paid parental leave + 10 weeks of paid bonding leave
🌈 LGBTQ+ Health Services
🐶 Pet insurance
📣 Check out more of our benefits here: https://www.mcg.com/about/careers/benefits/
Remote with Occasional Travel (1 – 4 trips per year)
MCG Health is a Seattle, Washington-based company and is considering remote candidates with some travel for company-sponsored events.
The ideal candidate should be comfortable balancing the independence of remote work with the collaborative opportunities offered by periodic in-person engagements.
We embrace diversity and equal opportunity and are committed to building a team that represents a variety of backgrounds, perspectives, and skills. Only with diverse thoughts and ideas will we be able to create the change we want in healthcare. The more inclusive we are, the better our work will be for it.
As an essential function of this role, you will be required to attend in-person meetings and/or conduct in-person trainings at our clients’ worksites. Our clients may have certain requirements, including but not limited to requiring all visitors or guests in their sites to be fully vaccinated against COVID-19. By applying for this role, you understand that you will be required to meet any such client requirements. Failure to do so may result in the rescission of an offer and/or termination of employment.
All roles at MCG are expected to engage in occasional travel to participate in team or company-sponsored events for the purposes of connection and collaboration.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Note on interviews: We may use AI tools to audio-record and transcribe interviews for note-taking purposes. These are used only by our hiring team and do not make decisions on their own. Let us know if you prefer an alternative.
MCG is a leading healthcare organization dedicated to patient-focused care. We value our employees' unique differences and are an Equal Employment Opportunity (EEO) employer. Our diverse workforce helps us achieve our goal of providing the right care to everyone. We welcome all qualified applicants without regard to race, religion, nationality, gender, sexual orientation, gender identity, age, marital status, veteran status, disability, pregnancy, parental status, genetic information, or political affiliation. We are committed to improving equity in healthcare and believe that a diverse workplace fosters curiosity, innovation, and business success. We are happy to provide accommodations for individuals. Please let us know if you require any support.
Ready to apply?
Apply to MCG Health
Care Strategy Consultant II
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At MCG, we lead the healthcare community to deliver patient-focused care. We have a mission-driven team of talented physicians and technical experts developing our evidence-based content and innovating our products to accelerate improvements in healthcare. If you are driven to enhance the US healthcare system, MCG is eager to have you join our team. We cultivate a work environment that nurtures personal and professional growth, and this is a thrilling time to become a part of our organization. With dynamic roles that offer meaningful impact, you'll be able to fully realize your potential. Plus, you'll enjoy world-class benefits and the security, stability, and resources of our parent company, Hearst, with over 100 years of experience.
As a Care Strategy Consultant II, you will leverage advanced expertise in MCG content and solutions to support complex customer engagements and drive optimal use of MCG solutions. This role proactively partners with stakeholders to address challenges, assess workflows, and recommend strategies that maximize effective usage of MCG solutions. Beyond customer support, this role emphasizes mentoring team members and representing the team on strategic initiatives and industry events. Additional responsibilities include collaborating across MCG departments to address potential barriers to success and providing actionable feedback for continuous improvement.
You Will:
- Demonstrate extensive expertise in MCG content and software solutions, including mastery of application and implementation to optimize outcomes
- Support complex customers (at risk, multi-facility, multi-solutions) to address challenges and changes using MCG solutions by assessing current workflows and recommending workflows that optimize use of MCG solutions to meet customer needs
- Lead discussions with customer executives and other high-level stakeholders to drive strategy and decision-making
- Assess customer needs to identify areas of risk or gaps in workflows
- Provide strategic guidance aligned to customer goals to maximize value from MCG solutions
- Monitor and measures strategy effectiveness with dashboards and reporting
- Adopt and applies AI-driven tools and capabilities to improve efficiency, support decision-making, and enhance the overall customer experience
- Lead change management processes for optimal adoption of MCG solutions
- Collaborate with customers pre and post implementations for support and strategic decisions
- Collaborate with Account Management to provide clinical insights, identify risks, and support implementation approaches for identified customers
- Effectively communicates with internal stakeholders to provide updates on engagement progress and address needs promptly
- Demonstrate capability to identify potential barriers to re-licensure and collaborates proactively with other MCG departments to improve success
- Provide customer feedback to the Product Management team for solution enhancements and issues impacting adoption
- Maintain proficiency with Salesforce, Gainsight, Microsoft Office
- Utilize the Customer Success Toolkit
- Demonstrate proficiency in MCG Core Competencies
- Represent and advocate for the Care Strategies team across MCG internal initiatives and external strategic projects (example: Commercial Launch, Early Adopters)
- Partner with Director of Care Strategies and Manager, Care Strategy Consultants to improve processes within the team
- Mentor Care Strategy Consultants
- Assist with new hire onboarding to support new team members
- Provide insights and education to other members of Customer Success for the CSC role
- Represent MCG at industry events and conferences
What We’re Looking For:
- 3+ years experience with MCG required
- Experience in project management/ implementation processes required
- Experience reviewing and applying clinical insights to data required
- Associate’s degree in nursing required
- Active RN license required
- Ability to travel 50-80% of the time required
- Ability to effectively and efficiently work remotely
- MCG Certification or obtained within 6 months of employment
Licensure/Certifications/Registrations/Permits:
- Active RN license
Other Qualifications:
- Bachelor’s degree preferred
- Extensive Utilization Review/ Utilization Management/ Case Management experience preferred
- National certification preferred (CCM, ACM)
- Experience with Change Management principles preferred
The above is intended to describe the general content of, and requirements for, the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.
Pay Range: 125,000 – 175,000
Other compensation: Bonus Eligible
Perks & Benefits:
💻 Remote work
✈️ Occasional travel expected for company-sponsored events
🩺 Medical, dental, vision, life, and disability insurance
📈 401K retirement plan; flexible spending and health savings account
🏝️ 15 days of paid time off + additional front-loaded personal days
🏖️ 14 company-recognized holidays + paid volunteer days
👶 up to 8 weeks of paid parental leave + 10 weeks of paid bonding leave
🌈 LGBTQ+ Health Services
🐶 Pet insurance
📣 Check out more of our benefits here: https://www.mcg.com/about/careers/benefits/
We embrace diversity and equal opportunity and are committed to building a team that represents a variety of backgrounds, perspectives, and skills. Only with diverse thoughts and ideas will we be able to create the change we want in healthcare. The more inclusive we are, the better our work will be for it.
All roles at MCG are expected to engage in occasional travel to participate in team or company-sponsored events for the purposes of connection and collaboration.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Note on interviews: We may use AI tools to audio-record and transcribe interviews for note-taking purposes. These are used only by our hiring team and do not make decisions on their own. Let us know if you prefer an alternative.
MCG is a leading healthcare organization dedicated to patient-focused care. We value our employees' unique differences and are an Equal Employment Opportunity (EEO) employer. Our diverse workforce helps us achieve our goal of providing the right care to everyone. We welcome all qualified applicants without regard to race, religion, nationality, gender, sexual orientation, gender identity, age, marital status, veteran status, disability, pregnancy, parental status, genetic information, or political affiliation. We are committed to improving equity in healthcare and believe that a diverse workplace fosters curiosity, innovation, and business success. We are happy to provide accommodations for individuals. Please let us know if you require any support.
Ready to apply?
Apply to MCG Health
Business Intelligence Analyst
Share this job
At MCG, we lead the healthcare community to deliver patient-focused care. We have a mission-driven team of talented physicians and technical experts developing our evidence-based content and innovating our products to accelerate improvements in healthcare. If you are driven to enhance the US healthcare system, MCG is eager to have you join our team. We cultivate a work environment that nurtures personal and professional growth, and this is a thrilling time to become a part of our organization. With dynamic roles that offer meaningful impact, you'll be able to fully realize your potential. Plus, you'll enjoy world-class benefits and the security, stability, and resources of our parent company, Hearst, with over 100 years of experience.
As a Business Intelligence Analyst, Customer Success you will drive analytics, process optimization, and insight generation across the Customer Success organization. This role defines and governs customer metrics, documents and improves workflows, and develops advanced dashboards and predictive models to drive retention, adoption, and expansion. Operating with high autonomy, this position partners with senior leadership to connect operational process design with data-driven decision-making. This role ensures data accuracy, measures process effectiveness, and supports the development of scalable, measurable, and efficient Customer Success operations.
You Will:
- Lead the design, governance, and reporting of key Customer Success metrics, including churn, adoption, productivity, and customer health.
- Build and optimize advanced dashboards and analytic models that forecast retention, growth, and operational performance.
- Partner with Customer Success leaders to align data strategy, metric definitions, and reporting frameworks with business objectives.
- Partner with Customer Engagement and Systems teams to analyze and document workflows, identify process bottlenecks using data insights, and define metrics to measure adoption and impact.
- Define and document data requirements, ensuring system design and reports accurately reflect business processes and metrics.
- Develop scalable reporting solutions that integrate data from Salesforce, BI platforms, and other systems to measure performance and compliance.
- Collaborate cross-functionally with Customer Success, Business Systems, and Data Engineering teams to ensure data accuracy, process alignment, and reporting consistency.
- Manage or support special projects and ad hoc analyses as assigned by leadership.
What We’re Looking For:
- Bachelor’s degree in Business Analytics, Data Science, Statistics, Economics, or related fields is required.
- 5+ years of professional experience in business intelligence, analytics, or data strategy is required.
- Advanced proficiency in SQL and one or more BI visualization tools (Tableau, Looker, Power BI) is required.
- Demonstrated experience in workflow analysis, process documentation, and business process redesign.
- Proficiency in CRM reporting and data model design.
- Strong analytical, problem-solving, and communication skills.
- Proven ability to manage multiple projects and prioritize in a fast-paced environment.
- Ability to collaborate across cross-functional teams and drive consensus around process and data changes.
- Experience with data warehouse environments such as Snowflake or Redshift is preferred.
- Familiarity with CRM and CS tools such as Salesforce and Gainsight is strongly preferred.
- Strong executive communication and presentation skills are required.
- Demonstrated ability to manage ambiguity and prioritize in a fast-paced environment is required.
- Continuous improvement mindset and a passion for data-driven storytelling are preferred.
- Experience mentoring junior analysts or data contributors is preferred.
The above is intended to describe the general content of, and requirements for, the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.
Pay Range: $84,000 –118,000
Other compensation: Bonus Eligible
Perks & Benefits:
💻 Remote work
✈️ Occasional travel expected for company-sponsored events
🩺 Medical, dental, vision, life, and disability insurance
📈 401K retirement plan; flexible spending and health savings account
🏝️ 15 days of paid time off + additional front-loaded personal days
🏖️ 14 company-recognized holidays + paid volunteer days
👶 up to 8 weeks of paid parental leave + 10 weeks of paid bonding leave
🌈 LGBTQ+ Health Services
🐶 Pet insurance
📣 Check out more of our benefits here: https://www.mcg.com/about/careers/benefits/
We embrace diversity and equal opportunity and are committed to building a team that represents a variety of backgrounds, perspectives, and skills. Only with diverse thoughts and ideas will we be able to create the change we want in healthcare. The more inclusive we are, the better our work will be for it.
All roles at MCG are expected to engage in occasional travel to participate in team or company-sponsored events for the purposes of connection and collaboration.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Note on interviews: We may use AI tools to audio-record and transcribe interviews for note-taking purposes. These are used only by our hiring team and do not make decisions on their own. Let us know if you prefer an alternative.
MCG is a leading healthcare organization dedicated to patient-focused care. We value our employees' unique differences and are an Equal Employment Opportunity (EEO) employer. Our diverse workforce helps us achieve our goal of providing the right care to everyone. We welcome all qualified applicants without regard to race, religion, nationality, gender, sexual orientation, gender identity, age, marital status, veteran status, disability, pregnancy, parental status, genetic information, or political affiliation. We are committed to improving equity in healthcare and believe that a diverse workplace fosters curiosity, innovation, and business success. We are happy to provide accommodations for individuals. Please let us know if you require any support.
Ready to apply?
Apply to MCG Health
Senior Gen AI Engineer, Salesforce Platform
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At MCG, we lead the healthcare community to deliver patient-focused care. We have a mission-driven team of talented physicians and technical experts developing our evidence-based content and innovating our products to accelerate improvements in healthcare. If you are driven to enhance the US healthcare system, MCG is eager to have you join our team. We cultivate a work environment that nurtures personal and professional growth, and this is a thrilling time to become a part of our organization. With dynamic roles that offer meaningful impact, you'll be able to fully realize your potential. Plus, you'll enjoy world-class benefits and the security, stability, and resources of our parent company, Hearst, with over 100 years of experience.
As a Senior Gen AI Engineer, Salesforce Platform you will lead the development of AI-powered solutions across our Salesforce platform to streamline end-to-end business operations. Partnering with the Manager of Salesforce Operations and the Principal AI Architect, you will implement orchestrated AI agents using Salesforce Einstein, Agentforce, and DataCloud, and deliver secure, scalable solutions via Apex, Visualforce, Lightning Web Components, and robust APIs.
You will leverage generative AI to enhance efficiency, reduce manual work, and create smarter systems and workflows across our organization. Candidates with a deep understanding of business operations and workflows are strongly preferred. You will play a critical role in delivering AI solutions and frameworks that drive transformative business value. This is a unique opportunity for full-stack development to experiment and solve for multiple use cases, as well as an opportunity to help educate business stakeholders on the power of AI solutions.
You will:
- Design, develop, and deploy generative AI solutions that modernize business operations—automating workflows, surfacing insights, and delivering intelligent recommendations with a balance of speed, functionality, and long-term scalability.
- Build, integrate, and operationalize AI agents and automations using Salesforce Agentforce (skills, actions, orchestration, guardrails) embedded within Sales, Service, and CPQ workflows.
- Implement Einstein/Agentforce solutions, including prompt flows, tools, and custom actions grounded in Salesforce Data Cloud for personalized retrieval and contextual experiences.
- Develop and secure APIs (REST/SOAP, Platform Events, Pub/Sub) to connect Salesforce with internal and external systems such as CPQ, CLM, provisioning, licensing, ERP, and finance platforms.
- Engineer data interoperability across systems—collaborating with architects and data teams to break down silos, build ETL pipelines, and establish automated data workflows.
- Build and deploy retrieval-augmented generation (RAG) patterns within Salesforce, implementing data indexing, grounding, safety measures, and evaluation loops.
- Collaborate closely with the Principal Architect and Principal AI Engineer to translate high-level business objectives into production-ready AI-powered solutions, ensuring alignment with architectural and engineering best practices.
- Prototype rapidly to validate new generative AI use cases and transition successful proofs-of-concept into stable, scalable, maintainable production applications.
- Contribute to full-stack development efforts—from API design to front-end UI—when implementing AI features across various business systems.
- Drive and contribute to CI/CD pipelines, code reviews, and release management using modern tooling (SFDX, GitHub Actions, Azure DevOps, etc.).
- Ensure compliance, data security, and governance across all AI and integration solutions, including considerations for PII, data residency, consent management, and auditability.
- Partner with business stakeholders (technical and non-technical) to understand requirements, gather feedback, and continuously improve AI-driven capabilities.
- Work alongside data scientists and AI specialists to evaluate and optimize prompt strategies, fine-tune models, and implement organization-specific AI enhancements.
- Lead knowledge sharing and enablement, mentoring teams and fostering adoption of AI technologies throughout the organization.
- Monitor, evaluate, and iterate on AI solution performance to ensure quality, accuracy, and measurable business value.
- Stay current on industry advancements in AI, automation, and Salesforce innovation, integrating relevant learnings into the organization’s technology roadmap.
What We’re Looking For:
- Bachelor’s degree in computer science, Engineering, or a related field.
- 8+ years of Salesforce engineering experience and 3+ years delivering AI or automation solutions at scale within enterprise environments.
- Proven success modernizing legacy Salesforce orgs and implementing scalable architectures across Sales Cloud, Service Cloud, and Revenue (CPQ).
- AI & Automation:
- Hands-on experience with Salesforce Einstein, Agentforce, and Data Cloud; practical AI engineering skills in prompt design, tool calling, RAG/grounding, evaluation, guardrails, and observability.
- Technical Skills:
- Apex, Lightning Web Components (LWC), SOQL/SOSL, and Visualforce (for legacy support).
- Proficiency in Python for AI service development, including FastAPI/Flask APIs, evaluation scripts, and LLM endpoint integration.
- Strong API design and integration experience with Salesforce (bi-directional, streaming, and external APIs).
- CI/CD experience using SFDX and modern tooling (GitHub Actions, Azure DevOps, etc.).
- Familiarity with Azure or AWS cloud environments.
- Data Architecture:
- Experience designing and managing data across Salesforce, Data Cloud, and other business systems including identity resolution, data sharing, and segment activation.
- Operational & Business Acumen:
- Skilled in process mapping, workflow design, and identifying operational inefficiencies to enable AI-driven improvements.
- Change Enablement:
- Experience driving adoption and integration of AI solutions across business functions.
- Excellent communication and presentation abilities with technical and non-technical stakeholders, including executives.
- Strong problem-solving, analytical, and troubleshooting capabilities.
- Collaborative, consultative mindset with the ability to translate business needs into technical solutions.
- Comfortable working autonomously in fast-paced, evolving environments.
- Embodies the principles of the Ideal Team Player: humble, hungry, and smart.
- Certifications:
-
- Required:
- Salesforce Certified Platform Developer I & II.
- Preferred:
- JavaScript Developer I, Platform App Builder, Salesforce Certified Data Cloud Consultant or Platform Data Architect, and Salesforce Certified Integration Architect.
- Trailhead Superbadges or credentials (Agentforce, Apex Specialist, Data Cloud)
- Required:
-
Pay Range: $154,300-216,000
Other compensation: Bonus Eligible
Perks & Benefits:
💻 Remote work
✈️ Travel expected 4-8 times per year for company-sponsored events
🩺 Medical, dental, vision, life, and disability insurance
📈 401K retirement plan; flexible spending and health savings account
🏝️ 15 days of paid time off + additional front-loaded personal days
🏖️ 14 company-recognized holidays + paid volunteer days
👶 up to 8 weeks of paid parental leave + 10 weeks of paid bonding leave
🌈 LGBTQ+ Health Services
🐶 Pet insurance
📣 Check out more of our benefits here: https://www.mcg.com/about/careers/benefits/
Remote with Moderate Travel (4- 8 trips per year)
This is a remote position, and does require occasional travel, typically between 4-8 times per year. All travel expenses will be covered in accordance with company policy.
The ideal candidate should be comfortable balancing the independence of remote work with the collaborative opportunities offered by periodic in-person engagements.
We embrace diversity and equal opportunity and are committed to building a team that represents a variety of backgrounds, perspectives, and skills. Only with diverse thoughts and ideas will we be able to create the change we want in healthcare. The more inclusive we are, the better our work will be for it.
All roles at MCG are expected to engage in occasional travel to participate in team or company-sponsored events for the purposes of connection and collaboration.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Note on interviews: We may use AI tools to audio-record and transcribe interviews for note-taking purposes. These are used only by our hiring team and do not make decisions on their own. Let us know if you prefer an alternative.
MCG is a leading healthcare organization dedicated to patient-focused care. We value our employees' unique differences and are an Equal Employment Opportunity (EEO) employer. Our diverse workforce helps us achieve our goal of providing the right care to everyone. We welcome all qualified applicants without regard to race, religion, nationality, gender, sexual orientation, gender identity, age, marital status, veteran status, disability, pregnancy, parental status, genetic information, or political affiliation. We are committed to improving equity in healthcare and believe that a diverse workplace fosters curiosity, innovation, and business success. We are happy to provide accommodations for individuals. Please let us know if you require any support.
Ready to apply?
Apply to MCG Health