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Anthem, Inc. Principal Consultant in Springfield, Missouri


SHIFT: Day Job

SCHEDULE: Full-time

Your Talent. Our Vision. At Anthem, Inc., it’s a powerful combination, and the foundation upon which we’re creating greater access to care for our members, greater value for our customers, and greater health for our communities. Join us and together we will drive the future of health care.

This is an exceptional opportunity to do innovative work that means more to you and those we serve at one of America's leading health benefits companies and a Fortune Top 50 Company.

Any Anthem Location or W@H as long as location is within 50 miles of an Anthem office

Anthem’s Fast Forward-Future of Care team is looking for an innovative, high energy, strategic problem solver to play an integral role in our cross-functional matrixed team as we power Anthem’s future and significantly improve customer experience in the crucial Access to Care journey within our Utilization Management, Care Management and Grievance and Appeal areas

Our team’s vision is to Reimagine all aspects of our members’ Access to Care journey so they receive high quality affordable care at the right time and right place, and our providers are able to focus on delivering that much needed care. We will pursue end-to-end opportunities that maximize our members’, providers’ and associates’ experiences, improve health outcomes and drive medical cost trend improvement and efficiencies. We will leverage exponential technologies and effectively assemble digital, data and analytical assets and capabilities in this endeavor.

As part of this Reimagine effort, we will

  • Create visibility into the current customer experience in critical moments that matter in driving access to affordable high quality care

  • Define the reimagined future state customer experiences

  • Drive cross-functional connectivity in what, why, and how we deliver to our customers

  • Create accountability for delivery of people, process, and technology improvements and subsequent goal realization

  • Advance key culture, behaviors and mindset changes to scale customer-centricity across the enterprise

Primary duties may include but are not limited to:

  • Engages with business unit and operational leadership/management and leads matrixed project teams to achieve 10x performance improvement results such as enhancing customer experience, improving cycle time, reducing medical cost trend and enhancing administrative efficiencies.

  • Facilitates outside-in thinking on leveraging exponential technologies (e.g., AI, predictive science), applying automation and customer journey design, and creates and leverages external partnerships and internal execution techniques that bring “reimagined” solutions to fruition faster.

  • Develops robust value analysis and drives prioritization of reimagine efforts towards highest value opportunities. Provides coaching and mentoring to business project leaders on projects that deliver high return and high strategic value.

  • Manages larger engagement teams and complex opportunities which cross organizational lines and involve executive level engagement. Example partner teams engaged include Customer Experience, Digital, Process Improvement, IT, Data Analytics and Data Science.

  • Establishes and monitors KPIs, metrics and measurements and teaches managers to use those tools to manage their environment and hold the 10x improvement gains.

  • Acts as a lead in the development of the team’s practice and/or domain expertise.

Our desired candidate should consistently demonstrate the following key behaviors and characteristics essential to Fast Forward-Future of Care’s success:

  • Brings big-picture strategic thinking and analytical ability

  • Effortlessly moves from strategic mindset to tactical implementations, pivots with change of direction and priorities, and can visualize ‘on the fly’ during critical strategy discussions

  • Change maker that displays a bias to action, speed to resolution and an ability to accelerate end-to-end execution

  • Thrives in a fast-paced dynamic, Agile, intellectually stimulating, high-functioning team environment

  • Demonstrates effective situational leadership, quick and continuous learning style and high impact communication skills

  • Communicates effectively with all levels in the organization including executives

  • Displays excellent leadership, problem solving, organizational, planning, presentation and interpersonal skills

  • Influences and collaborates across functional lines with variety of matrix partners and levels

  • Puts the team’s needs above their own

  • Self-starter, comfortable with ambiguity, and works independently and collaboratively to drive to Fast Forward-Future of Care value

  • Results-driven, has a high attention to detail and produces high quality work products

  • Passionately drives our Reimagine objectives and has a genuine interest in improving customer experience and outcomes


  • Master's degree

  • 10+ years of experience in management consulting, customer experience redesign and/or process improvement leadership

  • Experience leading major projects at the executive team level

  • Deep analytical skills, proven execution experience across complex technology ecosystems, and a demonstrated collaborative leadership style focusing on achieving value required

  • Six Sigma Black Belt Certification or other process improvement certification required

  • Experience coaching and mentoring project analysts where necessary

  • Healthcare experience highly preferred. Must demonstrate effective situational leadership quick and continuous learning style and high impact project management skills

  • Ability to travel as needed

Anthem, Inc. is ranked as one of America’s Most Admired Companies among health insurers by Fortune magazine and is a 2019 DiversityInc magazine Top 50 Company for Diversity. To learn more about our company and apply, please visit us at careers.antheminc.com. An Equal Opportunity Employer/Disability/Veteran.