Demonstrate through behavior AdventHealth’s mission, vision, values, and service standards as outlined in the organization’s Whole Care Experience training
Create an environment that assures the productivity, performance, and well-being of each employee within the role’s stewardship
Deliver on assigned program objectives within agreed upon time, budget, scope, and quality. Ensure sound project management practices within assigned projects
Evaluate new service line requests for alignment with the CxC’s vision and capabilities; develop and present the associated business plan, including the resource and budgetary requirements; manage the implementation of approved requests
Coordinates development and manages the overall project plan and schedule including business case development, requirements documentation, development, deployment, close out, and lessons learned
Identify and respond to issues and risks; own and provide expedient follow through to action or resolution and communicate appropriately
Maintains open, collaborative and solution focused communication with stakeholders and provides regular updates & progress reports
Monitors progress of assigned programs to ensure on-time milestone and budget completion while ensuring high quality deliverables are provided to the stakeholders
Ensure strategic topics are brought for review in alignment with project timelines and governance forums
Develops and maintains CxC technology roadmap and strategic planning
Able to troubleshoot problems with minimal assistance. Consistently seeks and promotes innovative solutions or approaches to problem solving, from a technical and functional viewpoint in a highly flexible and interactive manner as data reveals new information or requirements evolve or change
Maintains a technological aptitude to master additional programs and technologies, including analytics, CRM, telephony, electronic health records, and other potential systemsThis position is responsible for developing and facilitating the program level roadmap and project plan to ensure visibility of all in flight technology initiatives impacting the CxC. This includes projects related but not limited to hardware, software, and telephony.
By serving as a trusted advisor and partner, the Program Manager of CxC Technology will champion to efforts that drive continual improvement in the technology leveraged by consumers, CxC agents, leadership, and executive stakeholders.
This role will require the ability to manage scope, timeline, budget, and quality for multiple technology initiatives in a matrixed organization.
What You Will Need:
Education and Experience Required:
Bachelor’s degree and/or higher education level or completed coursework in business or health services administration
3 to 5 years of relevant consulting, leadership or managerial level experience
Education and Experience Preferred:
Master’s degree in business administration, healthcare management, or associated field
Experience in contact center setting and/or supervisory duties
Project Management Professional (PMP) certification or Lean/Six Sigma Certification
Call Center or Telephony experience preferred
Knowledge and Skills Required:
One to two years’ experience as a project manager or program manager for technology initiatives
Demonstrated ability to recognize priority tasks and balance multiple changing priorities both for self and program stakeholders with minimal supervision.
Proven team builder with experience in developing project plans
Proven ability to use data analytics to drive operational, quality, and financial performance in accordance with department and organizational goals
Proven ability to identify and lead standardization in complex, decentralized work environments
Effective at championing a compelling vision and leading by example, guiding teams through difficult transitions
Responsive to ever-changing healthcare landscape
Demonstrated interpersonal, customer relations, and communication skills
Ability to lead or facilitate training and education
Personal integrity and an ability to work under stress
Detail oriented and highly motivated to go the extra mile to deliver exceptional quality and results
Strong organizational and coordination skills
Proficiency in Microsoft Suite programs
Proficiency in project management software such as Microsoft Project, Smartsheets, or ServiceNow
The Program Manager is responsible for leading the execution of multiple initiatives within the newly established Consumer Experience Center (CxC). This role will lead analytical projects, contact center technology improvements, software enhancement requests, telephony updates, contact center best practice process enhancements, and other related initiatives within the CxC. The Program Manager of CxC Technology will serve as the point of contact and liaison between contact center leadership, both corporate and regional, and the IT department. Beginning with intake of both inbound and outbound technology requests, this Program Manager will be tasked with ensuring that the scope of the CxC’s role is fully vetted and coordinate with necessary leaders for approvals. For inbound project requests from technology, the Program Manager will establish customized project timelines, facilitating the tracking and resolution of risks/issues encountered, promptly resolving action items, and providing regular reporting to CxC and IT leaders. For outbound requests by the CxC to technology, the Program Manager will be responsible for fully capturing the requirements, initiating the project with the corresponding IT stakeholders, and following the project through to completion to ensure all project requirements are met.
The Program Manager will also assist with support of ongoing operations, collaborating with business owners and contact center leaders to identify areas of improvement. As required, this individual will manage ad hoc projects, collaborating with key stakeholders within the contact center and throughout AdventHealth departments. As such, this role will involve large quantities of project planning, project management, process improvement, and workflow optimization activities. The role involves enterprise-wide complexities and requires a high level of organization, relationship management, and strategic tactical thinking. The Program Manager of CxC Technology position requires excellent communication and interpersonal skills with a diverse stakeholder and complex stakeholder group. The ideal candidate will be highly organized and able to work independently. Candidates who have shown expertise in managing two or more complex technology projects simultaneously and have worked in healthcare, contact centers, and/or technology management will be preferred.
At AdventHealth, Extending the Healing Ministry of Christ is our mission. It calls us to be His hands and feet in helping people feel whole. Our story is one of hope — one that strives to heal and restore the body, mind and spirit. Our more than 80,000 skilled and compassionate caregivers in hospitals, physician practices, outpatient clinics, urgent care centers, skilled nursing facilities, home health agencies and hospice centers are committed to providing individualized, wholistic care.