Job Description

This position is focused on the implementation of contact center technology and requires strong project management expertise, particularly in healthcare or related fields. Here’s a summary of qualifications and responsibilities tailored to this role:

Qualifications

1. Experience:

   • Minimum 5 years managing multiple projects with a track record of successful completion.
   • At least 2 years in a management role, preferably in healthcare or similar industries.
   • Familiarity with revenue cycle operations, clinical operations, or contact center operations is highly beneficial.

2. Skills & Knowledge:

   • Expertise in Agile and traditional project methodologies.
   • Strong communication, organizational, and stakeholder management abilities.
   • Proficiency in project management tools (e.g., MS Project, Planner) and Microsoft Office applications.
   • Transformation and change management expertise.
   • Familiarity with contact center operations and technology.

3. Certifications:

   • PMP preferred; LEAN or Six Sigma certification is a plus.

4. Education:

   • Bachelor’s degree or equivalent experience required.

Responsibilities

1. Project Management:

   • Lead the implementation of contact center technology across multiple business units, including scheduling, pre-authorizations, and customer service.
   • Develop and execute project charters, communication plans, and detailed project schedules.
   • Identify and manage risks, issues, and dependencies while ensuring on-time and within-budget completion.

2. Coordination & Communication:

   • Act as the operational liaison between development teams, technical project managers, and vendors.
   • Facilitate meetings and presentations to update stakeholders on project progress.

3. Process Optimization & Testing:

   • Oversee operational process changes, end-user testing, rollout planning, and communication strategies.
   • Ensure project deliverables meet technical and operational quality standards.

4. Leadership & Mentorship:

   • Mentor team members on project management best practices and foster a collaborative environment.
   • Provide supervision as necessary to ensure alignment with project goals.

5. Change Management:

   • Develop and implement strategies to address operational changes and ensure stakeholder buy-in.

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