Program Manager - Winback Program

About SCAN

SCAN Group is a not-for-profit organization dedicated to tackling the most pressing issues facing older adults in the United States. SCAN Group is the sole corporate member of SCAN Health Plan, one of the nation’s leading not-for-profit Medicare Advantage plans, serving more than 285,000 members in California, Arizona, Nevada, and Texas. SCAN has been a mission-driven organization dedicated to keeping seniors healthy and independent for more than 40 years and is known throughout the healthcare industry and nationally as a leading expert in senior healthcare. SCAN employees are a group of talented, passionate professionals who are committed to supporting older adults on their aging journey, while also innovating healthcare for seniors everywhere. Employees are provided in-depth training and access to state-of-the-art tools necessary to do their jobs, as well as development and growth opportunities. SCAN takes great pride in recognizing our team members as experts in their fields and rewarding them for their efforts. If you are interested in becoming part of an organization that is innovating senior healthcare visit www.thescangroup.org, www.scanhealthplan.com, or follow us on LinkedIn; Facebook; and Twitter.

The Job

Responsible for managing the customer experience strategy, goals, objectives, and activities of the Member Services contact center to elevate and enhance the experience for our members, provider partners, and internal customers. This role will require cross-functional collaboration, engagement with company leadership, and leadership of direct reports

You Will

Manage and drive ongoing evolution of concierge service model, including business requirements, technology enhancements, proactive member outreaches, member-facing service enhancements, training, employee skills development and career pathing programs, annual system and process updates, and PMG alignment initiatives.

Manage and drive Member Services (MS) omni-channel roadmap, including coordinating training, change management, technology, and management expectations, requirements, and activities.

Develop and manage programs that improve MS success metrics, including contact center metrics, customer experience metrics, and organizational success metrics.

Manage Member Services training programs, including new hire, upskilling, Concierge, and employee development training offerings.

Develop and manage Member Services programs that impact SCAN’s overall customer experience strategy, including engaging and collaboration with cross-functional teams to improve experience delivery for SCAN’s membership.

Manage direct reports. May manage additional internal resources, third party resources, budgets and/or invoices, as needed.

Support the operational teams of the contact center to improve processes, service delivery and employee engagement.

Drive projects and programs by working with stakeholders to develop scope, goals, objectives, milestones, and deliverables. Work with sponsors, business managers, and functional managers to gather business requirements, current state assessments, and project requirements to develop preliminary and ongoing deliverables.

Work with strategic stakeholders to develop and oversee progress reporting, including status reports, ongoing action items, decisions, risks/issues, and upcoming business cycle and project/program milestones. Lead meetings and design sessions with stakeholders.

Execute and drive programs by leading the work amongst allocated resources (internal and/or external) in a matrixed environment. Ensure teams are actively participating, collaborating, and coordinating amongst team members as well as other projects and/or business operations.

Perform business analyst functions including: documenting future state business and technical requirements, gap analysis, roadmap, financial and economic analysis, documenting future state process flow diagrams, developing design documents, and scenario modeling.

Perform quantitative and/or qualitative analysis for project including data collection and review, requirements analysis, work flow process analysis, root-cause analysis, etc. Support initiatives in strategic planning, growth planning, stakeholder analysis, competitor analysis, internal communications around strategy, and tracking and monitoring progress of initiatives. Ensure all deliverables are completed and filed/stored in an organized manner.

Provide consultative services for program management, organizational and/or cross-functional discussions. Ensure teams are identifying and considering all potential risks and associated impacts throughout the company and raise these considerations. Provide consultative services to other efforts that have integration points and/or impact to ensure collaboration and efficiency. Engage in continuous improvement that impact member experience.

Conduct in-depth strategic research, identify new solutions and provide advisory and analytical support to enable Member Services strategy as well as the broader SCAN strategy.

Creatively solve problems based on the appropriate combination of knowledge, skills, tools and techniques for assigned project.

Maintain professional and technical knowledge by attending educational workshops; participating in professional societies and maintaining professional development units for continued certification.

Confer with other team(s) to provide guidance and resolve problems. Facilitate internal and/or external meetings. Develop and present information in various formats to inform, gain cooperation and/or resolve issues.

Actively support the achievement of SCAN’s Vision and Goals.

Other duties as assigned.

Your Qualifications

• Bachelor's Degree

• A comparable combination of education/experience and/or training will be considered equivalent to the education listed above.

• 4 years of experience managing employees as direct reports.
• 4 years of experience in operations management, project management, or program management.
• 4 years of experience within the healthcare industry, contact center, or customer experience.
• Experience working with success metrics in contact centers and customer experience domains.
• Demonstrated capability of planning for short- and long-range goals.
• Moderate to strong skills in quantitative analysis, qualitative analysis, and problem-solving.
• Experience with collecting requirements and analyzing inter/intra-departmental processes.

What's in it for you?

• Base Pay Range:
• Work Mode:
• An annual employee bonus program
• Robust Wellness Program
• Generous paid-time-off (PTO)
• 11 paid holidays per year, plus 1 additional floating holiday
• Excellent 401(k) Retirement Saving Plan with employer match
• Robust employee recognition program
• Tuition reimbursement
• An opportunity to become part of a team that makes a difference to our members and our community every day!

We're always looking for talented people to join our team! Qualified applicants are encouraged to apply now!

At SCAN we believe that it is our business to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects our community through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more.

SCAN is proud to be an Equal Employment Opportunity and Affirmative Action workplace. Individuals seeking employment will receive consideration for employment without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender perception or identity, age, marital status, disability, protected veteran status or any other status protected by law. A background check is required.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)