Program Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the project timeline for both client-facing and internal aspects to guarantee timely survey initiation, completion, and reporting.

• Develop and nurture relationships with client representatives, gaining insights into their organization’s specific needs through regular meetings and proactive recommendations for account or program modifications.

• Possess the capability to recognize risks and proactively address issues.

• Provide assistance in the event of service failures and facilitate service recovery.

• Revise survey designs in line with client objectives and feedback.

• Implement survey designs across various platforms.

• Make necessary adjustments to dashboard reporting.

• Collaborate with clients throughout the project lifecycle.

• Conduct kickoff calls at the beginning of projects to effectively set client expectations.

• Monitor response rates, ensure a minimum number of respondents, and manage sampling to optimize data collection and fulfill client objectives.

• Serve as an engaged and effective team member, collaborating with cross-functional partners throughout the organization.

• Act as a mentor to both new hires and existing colleagues.

⛳️ Requirements

• At least 7 years of experience in health care, quality improvement, project management, or experience enhancement.

• Familiarity with the unique challenges present in Health Care, Health Plans, and Member Experience.

• Proven track record in managing large, strategic client projects.

• Demonstrated excellence in providing support and services to complex customers is preferred.

• Utilization of strong analytical skills to identify, investigate, and resolve complex problems with a sense of urgency.

• Proficient in Microsoft Office (Word, Excel, Outlook, etc.), with advanced Excel skills preferred.

• Exceptional written and verbal communication abilities.

• Strong organizational skills coupled with meticulous attention to detail.

• Capability to question, probe, and/or challenge clients to ensure their ultimate needs are adequately addressed.

• Ability to manage multiple projects concurrently while meeting strict deadlines.

• Proven aptitude for making recommendations that align with client goals and strategies.

• Demonstrated ability to anticipate client inquiries and needs.

• Proven track record of acting as a strategic partner and expert in managing client portfolios.

• Proven ability to identify and escalate risks to both internal and external partners.

🏝️ Benefits

• Competitive benefits package

• Discretionary bonus or commission linked to achieved results