As an Operations Program Manager you will play a critical role in successfully launching strategic clients and leading complex, cross-functional projects within Member Care. This role is accountable for ensuring Member Care has the tools, resources and information needed to successfully support members. The Operations Program Manager will work closely with Member Care Leaders and cross-functional partners to research and resolve operational issues and will take on project management for large-scale projects. The right candidate is curious, a quick-learner, can work both independently and as a part of a team and has a passion for solving problems. An ideal candidate is dedicated to providing world-class customer service and has a drive to improve healthcare and health outcomes.
This role is an individual contributor. This role will report into the Senior Manager, Operational Transformation & Enablement.
Responsibilities:
- Follow project management best practices to lead complex, large-scale cross-functional projects
- Lead the Member Care workstream for high-priority client launches, collaborating with Member Care leadership, Training, Quality, Knowledge Enablement and CaPS (Care Delivery, Planning and Strategy)
- Ensure Member Care has the tools, systems and processes in place and documented to meet the service delivery models of new clients and clients launching new products/services
- Represent Member Care in cultivating strong and healthy relationships with clients, insurance carriers and consultants
- Engage appropriate resources from Member Care to ensure successful launches, including but not limited to Training, Knowledge Enablement and Workforce Planning
- Own or identify owner to drive major issue resolution during launches or projects
- Lead process-development and problem-solving with external vendors and carriers
- Provide subject matter expertise on Care Team roles and functions
Required Qualifications:
- 3+ years experience managing large, cross-functional projects
- 3+ years experience in an office or corporate environment
- 2+ years experience in healthcare, health plan or adjacent field
- 2+ years experience utilizing spreadsheet software (e.g. Excel, GSheets) and slide software (e.g. PowerPoint, Google Slides)
- Strong written and verbal communication with experience presenting to internal leadership and (desired) external clients/stakeholders
- Curious nature- wanting to dig in and understand root causes of problem
- Experience in customer/client-facing roles
Preferred Qualifications:
- Experience with Included Health’s Products and Services preferred
- Experience with health insurance standards and processes preferred
Physical/Cognitive Requirements:
- Ability to remain seated in a stationary position for prolonged periods.
- Requires eye-hand coordination and manual dexterity sufficient to operate keyboard, computer and other office-related equipment.
- No heavy lifting is expected, though occasional exertion of about 20 lbs. of force (e.g., lifting a computer / laptop) may be required.
- Ability to interact with leadership, employees, and members in an appropriate manner.
The United States new hire base salary target ranges for this full-time position are:
Zone A: $89,580 – $116,460 + equity + benefits
Zone B: $98,538 – $128,106 + equity + benefits
Zone C: $107,496 – $139,752 + equity + benefits
Zone D: $116,454 – $151,398 + equity + benefits
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