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 reporting and dashboard 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 technology, training, process, and reporting rollout to all relevant stakeholders
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 documentation and resource materials that establish contact center best practices to allow the CxC to serve market stakeholders as a center of excellence, including current state and future state work flows
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 systems
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
Project Management Professional (PMP) certification or Lean/Six Sigma Certification preferred
Knowledge and Skills Required:
Demonstrated ability in successfully collaborating with multiple departments
Ability to lead and manage one to two direct reports
The Program Manager is responsible for leading the execution of multiple initiatives within the newly established Consumer Experience Center (CxC). This role will lead business intelligence and analytics projects which support the operation mission and service level commitments to consumers. The Program Manager of CxC Analytics will be tasked with partnering stakeholders to design and maintain a robust reporting infrastructure used to drive insight into diverse topics such as call volumes, agent performance, staffing levels, and service level agreement metrics.
By serving as a trusted advisor and partner, the Program Manager of CxC Analytics will champion efforts that drive continual improvement in service delivery, improve processes, and drive measurable results for consumers and contact center leaders. This role will require the ability to manage scope, timeline, budget, and quality for multiple regions and service lines simultaneously. 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 Analytics position requires excellent communication and attention to detail to successfully capture and relay information between business and technology stakeholders. An ability to have a strong understanding of the underlying data, reporting best practices, and reporting technologies is needed to succeed in the role. The ideal candidate will be highly organized and able to work independently. Candidates who have shown expertise in managing multiple in flight reporting and business intelligence 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.