Senior Program Manager

P32HS Point32Health Services Inc

Full-time - Mid Level

About the position

The Senior Program Manager at Point32Health plays a crucial role in supporting the business readiness and needs of the Provider Services department. This position involves participating in corporate and cross-departmental projects, documenting business requirements, and providing analysis of current business procedures. The Senior Program Manager is expected to manage multiple priorities effectively while advocating for the needs of providers and ensuring a positive provider experience through strategic initiatives.

Responsibilities

• Develop and execute initiatives to ensure a positive provider experience on strategic initiatives.
• Analyze voice of the customer and satisfaction data to identify trends and develop actionable insights.
• Identify and mitigate program risk through proactive planning and collaboration with cross-functional teams.
• Act as the voice of the customer, advocating for their needs in decision-making processes.
• Manage and track escalated issues and assist in resolution.
• Assist Provider Services and Partner Departments with complex claims or provider issues.
• Participate in various company/departmental initiatives and projects as assigned by management.
• Monitor to ensure timely responses for all escalated provider issues.
• Identify trends and issues reported by the Provider Services call center vendor and escalate as needed.

Requirements

• Bachelor's degree preferred or equivalent experience.
• 8+ years customer service and/or call center experience.
• 4-6 years related experience with knowledge of the health care market.
• 1-2 years Supervisory experience required.
• Knowledge of Health Plan products and services, including key operations departments.

Nice-to-haves

• Experience in a healthcare business environment with knowledge of managed care and insurance issues.
• Strong information management skills including the ability to organize information and articulate solutions.

Benefits

• Medical, dental and vision coverage
• Retirement plans
• Paid time off
• Employer-paid life and disability insurance with additional buy-up coverage options
• Tuition program
• Well-being benefits
• Full suite of benefits to support career development, individual & family health, and financial health