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Consumer Experience Program Manager

Company: Hawaii Medical Service Association
Location: Honolulu
Posted on: June 11, 2024

Job Description:

Consumer Experience Program Manager - #24-6158 Locations HMSA BLDG-HMS-OAHMS Company Employment Type Full-time **Hybrid Work Environment - Must reside in Hawaii**Pay Range: $78,000 - $153,000Note: Individuals typically begin between the minimum to middle of the pay rangeManages various projects and programs which have a direct impact on strategic consumerism initiative and/or operational goals from design through implementation. Projects may include development of specific member tools such as a mobile app, expansion of the member portal/self-service functionality, and/or foundational infrastructure projects such as implementing a voice of customer platform or a contacts and preference database. The Program Manager will oversee cross-departmental activities, utilize project management models and skills, and manage relationships with internal and external stakeholders and vendors to ensure the continued success of the program/project(s) and consistency with corporate strategy, commitments, and goals. Exempt or Non-Exempt Exempt Minimum Qualifications

  • Bachelor's degree and five years of related work experience; or an equivalent combination of education and related work experience.
  • Two years of project management experience or related experience.
  • Strong analytical skills.
  • Strong presentation skills, with the ability to effectively communicate complex information and make recommendations to key decision makers.
  • General knowledge of financial concepts -- (i.e., balance sheets, financial statements).
  • Effective verbal and written communication skills.
  • Basic working knowledge of Microsoft Office applications, including but not limited to Word, Excel, Outlook, and PowerPoint. Duties and Responsibilities
    • Program Management:
      • Manages multiple high-level, mission-critical, cross-departmental programs and project(s), from design through implementation, with guidance from executive sponsors:
      • Facilitates the definition of project scope, goals, and deliverables and leads the implementation phase to ensure consistency with stated goals.
      • Develops full-scale project plans, including defining project tasks, timeline, resource requirements, and managing budget and resource allocation.
      • Monitors on-going program dynamics, manages risks, and resolves issues.
      • Keeps stakeholders and leadership informed of progress and communicates/presents progress and status to a variety of audiences.
      • Provides work direction and leadership to project team, including scheduling and assignment of work and review of individual project efforts.
      • Implements and manages project changes and interventions to achieve project outputs.
      • Develops and manages vendor contracts as needed in support of the program/project, including RFP/RFI process.
      • Keeps abreast of all regulatory guidelines, measures and requirements with respect to consumer experience, including but not limited to NCQA, BCBSA, HEDIS, and CAHPS.
      • Cross-Functional Integration and Communication:
        • Creates and fosters working relationships with internal and external parties that facilitate program success:
        • Keeps an open line of communication between key stakeholders where information is monitored and shared.
        • Facilitates meetings and discussions to achieve consensus and enter enforceable contracts for the assigned project.
        • Manages relationships and contracts with vendors providing services under the project as needed.
        • Coordinates and documents steering and leadership committee/team activities.
        • Ensures changes to guidelines, policies, and procedures are analyzed and fully communicated to impacted parties.
        • Research and Analysis:
          • Receives high-level business requirements and develops detailed requirements. Prioritizes efforts and maintains inter-dependencies.
          • Gathers and analyzes information such as business trends, competitive threats, and strategic assumptions.
          • Visualizes and presents data in a way that highlights a program/project's areas of excellence and areas of improvement.
          • Facilitates planning sessions with management to align departmental/program efforts with corporate strategic goals to deliver tactical results.
          • General:
            • Contributes to the development and coordination of best practices, project standards, procedures, and quality objectives as a member of the Consumer Solutions team.
            • Serves as a team player, role model and mentor for other employees in the organization by always exhibiting traits of courtesy, caring, helpfulness, and respect.
            • Conducts oneself in a service-oriented manner that is attentive, pleasant, cooperative, sensitive, respectful, and kind when dealing with members, visitors, the public, and all employees.
            • Performs all other miscellaneous responsibilities and duties as assigned or directed.

Keywords: Hawaii Medical Service Association, Honolulu , Consumer Experience Program Manager, Executive , Honolulu, Hawaii

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