Project Manager

What You Will Do

• Provides project management oversight, monitoring, data collection, and analytical support as needed for projects within department.
• Works with project sponsor and project management team to identify project scope and ensure that objectives of project are met. Confirms with project sponsor that all project stakeholders understand the scope and deliverables of each project.
• Defines core processes and maps for current initiatives and assists with improvement design. Provides facilitation support at meetings as needed. Develops trusting relationships with leadership team across departments.
• Coordinates activities in defining the scope of projects, developing project plans, and ensuring forward momentum of projects toward stated goals. Tracks and monitors project work plans, including objectives, tasks and time frames to ensure deliverables are completed on time. Identifies and responds to changing project circumstances and communicate issues to project leadership.
• Facilitates and manages work group meetings in support of projects, as needed, including scheduling, agenda, and minutes.
• Provides project oversight to delegated vendors as needed to ensure timely, accurate and efficient delivery of services.
• Develops, coordinates and facilitates staff training for new processes
• Prepares reports defining project progress.
• Implements and manages project changes and interventions. Provides solutions and handles issues as they may arise during implementation or after
• Assists with troubleshooting operational issues, developing solutions and coordinating implementation.
  * For Marketing Only:
  * Serves as Marketing department project management lead on enterprise-wide project workgroups that support key initiatives.
  * Creates and delivers communications on marketing initiatives and projects to leadership (C-Suite, Board, Workstreams), such as email memos, presentations or reports on status and outcomes.
  * Develops a strong understanding of VNS Health strategic business and marketing objectives.
  * Develops positive working relationships with leadership across VNS Health as well as external agency partners.
  * For VNS Health Plans Operations Only:
  * Works and collaborates with respective teams to assist in validating and distributing recoupment projects.
  * Work with analytics to develop efficiencies and maximize on encounter submissions for CMS and Medicaid.
  * Provides analytical, planning, coordination, and implementation support for quality improvement and Value-Based Payment projects.
  * Participates in the design and delivery of presentations to senior leadership.
  * Supports the development and implementation of performance improvement initiatives by the Health Plan staff as well as analysis of data and reporting on the outcomes to various internal and external stakeholders.
  * Quality Care Management Only:
  * Provide project management support for managed care initiatives (MCI) and medical expense management initiatives by tracking progress, managing timelines, and ensuring cross-functional alignment with clinical and financial teams.
  * Act as a liaison between the Manager of Clinical Performance and Cost Optimization, internal stakeholders, and external partners to ensure project goals are met and key milestones are achieved.
  * Assist in tracking and evaluating the implementation and outcomes of clinical initiatives, supporting data collection and reporting to measure progress against medical expense goals.
  * Collaborate with analytics teams to gather insights, interpret data, and generate actionable recommendations to drive informed decision-making.
  * Develop and maintain project documentation, including dashboards, progress reports, and presentations for leadership and stakeholders. Contribute to the identification of opportunities for process optimization and assist in implementing enhancements to improve cost management and operational efficiency.
  * Collaborate with large provider groups to support initiatives that align with shared goals, ensuring accountability through regular performance tracking and reporting.
  * For CCSS Only:
  * Leads end to end project management for contact center initiatives, including technology implementations process improvements, and capacity planning.
  * Drives change management efforts to ensure successful adoption of new tools, processes, and policies.
  * Evaluates and recommends technologies and tools to improve customer service efficiency and quality.
  * Ensures compliance with industry standards, security protocols, and regulatory requirements.
  * Tracks KPIs to measure project impact and post-implementation.
  * Designs, develops, and delivers comprehensive training programs to ensure successful adoption of project deliverables by stakeholders and end users.
  * Collaborate with subject matter experts to create engaging training materials, facilitate workshops or virtual sessions, and provide ongoing support to reinforce learning and drive operational readiness.
  * Member Experience Only:
  * Provides project management support for member experience initiatives by tracking progress, manages timelines, and ensures cross-functional alignment with both member-facing and internal support teams.
  * Acts as a liaison between the Director of Member Experience, internal stakeholders, and external partners to ensure project goals reflect member-centered priorities and that key milestones driving CAHPS and Stars improvement are achieved.
  * Assists in tracking and evaluating the implementation and impact of member experience initiatives, supports data collection and reporting to assess progress toward CAHPS and Stars performance targets.
  * Collaborates with analytics teams to gather insights, interpret data, and generate actionable recommendations that help prioritize changes most likely to improve the member experience and influence key performance measures.
  * Develops and maintains project documentation-including dashboards, progress reports, and presentations-that communicate impact on member experience and alignment with CAHPS and Stars goals.
  * Identifies process gaps that lead to member dissatisfaction and collaborate with partners to implement member-centric solutions, supported by measurement frameworks that monitor the success of improvements through the lens of member experience.
  * Helps build buy-in from stakeholders to adopt member-centric operational changes and advance the broader transformation toward a member-centric culture.
  * Collaborates with large provider groups and vendor partners to support initiatives that align with shared goals for member experience and CAHPS performance, ensuring accountability through regular performance tracking and reporting.
  
  * Participates in special projects and performs other duties as assigned.

Licenses and Certifications:
Project Management Professional Certification or working toward certification preferred

Education:
Bachelor's Degree in Business Administration, Healthcare Administration or related field of study; or the equivalent work experience required

Work Experience:
Minimum of three years project management experience required
Strong knowledge of logical business process, i.e., developing and implementing operational processes required
Effective oral and written communication and interpersonal skills required
Ability to understand industry specific content and requirements required
Demonstrated ability to lead both small and large teams effectively and be comfortable presenting and communicating to people across the organizational structure required
Proficient in personal computer, preferably Microsoft Windows Word, PowerPoint, Excel and Access required
For CCSS Only:
Minimum of three years project management experience, preferably in a contact center or customer service environment required
Strong understanding of contact center operations, technologies (IVR, ACD, CRM, WFM), and metrics required
Experience with cloud-based contact center platforms (e.g. Five9) preferred
Knowledge of customer experience best practices and workforce optimization strategies preferred