Senior Program Manager, Medicare Engagement & Retention-NC ONLY

Job Description

At Blue Cross NC, we’re making health care better for all – by listening deeply, challenging what’s possible, and putting care at the heart of everything we do. Join a purpose driven team where ideas spark change, growth is encouraged, collaboration fuels impact, and you’re supported with the flexibility and trust to do meaningful work.

Building upon the successful Medicare Outbound Service & Engagement program, the Senior Program Manager will lead the maintenance, growth, and expansion of the program, which includes accessible, in-person experiences for Medicare-eligibles in NC communities as well as for Blue Cross NC Medicare members. In addition, this individual will manage the day-to-day aspects of running the program and will work with stakeholders to measure results and effectiveness. This role will work across all areas of the enterprise that connect with our local communities (Quality & Risk, Drivers of Health/Corp. Social Responsibility, County Engagement, Sales, etc.).

The Senior Program Manager, Medicare Engagement & Retention leads and manages the day-to-day operational and tactical aspects of multiple or enterprise scale projects, new initiatives and other ongoing business deliverables in accordance with business needs. Identifies, evaluates and resolves issues that conflict with project deliverables. Collaborates closely with project team members, business owners and sponsors to develop and successfully implement projects/programs. Assesses project risks, develops mitigation and contingency plans. Oversees project to ensure projects have required resources, meets milestones and are successfully implemented. Leads and coordinates matrix and/or cross-functional team.

What You’ll Do

• Develops project plans and recommendations in support of Departmental/Company objectives and leads implementation; tracks and reports on the status of the project.  Must ascertain, categorize and manage projects in relation to corporate priorities.

• Negotiates for resources to staff projects effectively with appropriate skill sets, aligning skills to the needs of the project. Resourcing may include sourcing or managing external partners. Delegates work as required and ensures a quality end product through close customer contact and assesses customer/client satisfaction through direct feedback/evaluation.

• Coordinates development and implementation of policies and procedures as well as development of compliance measurements.  Controls and monitors project effectiveness; updates project plans as necessary.  Ensures compliance with necessary audit requirements.

• Represents BCBSNC in meetings with external parties including consultants, vendors, and others and may include service delivery management of vendors.

• Assists with analysis and development of business processes to ensure quality, cost effectiveness, timeliness of customer service, and regulatory requirements and mandates are met.

• Develops escalation process to channel issues and concerns to appropriate parties.

• Evaluates project risks, developing contingency plans and responding to change in risk as the project progresses.

• Develops effective business process improvement initiatives and communication plans.

• Performs analytic functions and coaches others in analytical production, technical and other areas.

• Proposes a variety of solutions to business issues/problems utilizing appropriate analysis tools (i.e. Cost/Benefit Analysis, Flowcharting, etc.).

• Documents and presents project management results through the development of criteria, issue analysis papers and reports; ensures that projects established objectives such as financial goals, where applicable and creates an evaluation plan to assess project performance in relation to stated goals.

• Develops and tracks budgets, operating plans and financial cost forecasts to support the objectives of the project.

• Provides indirect reports, if applicable, with well-defined expectations, ongoing feedback, coaching/ mentoring and/or training.

What You Bring

• Bachelor’s degree or advanced degree (where required)

• 5+ years of experience in related field.

• In lieu of degree, 7+ years of experience in related field.

Bonus Points

• Strong communication skills, written and verbal

• Knowledge of event planning, working with vendors and contracting, detail-oriented work

• Prior experience collaborating in a highly matrixed environment, interacting with internal and external partners

• Program performance reporting to key stakeholders and C-Suite executives

• Background working with co