Strategic Project Principal

Strategic Project Principal

• Long Beach, CA
• Full-Time

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 270,000 members in California, Arizona, and Nevada. 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 Opportunity

Support the organization in identifying and designing key business requirements, enhancements, and processes to drive SCAN’s overall Service Innovation programs. Provides programmatic support and leadership for various Service Innovation programs.

You Will

• Supports and oversees key pieces of work associated with clinical and non-clinical customer service innovation and implementation.
• Develop business requirements associated with the implementation of new technologies supporting service (e.g., telephony, campaign management, CRM) as an opportunity to improve our overall service capabilities
• Supports development of new service innovations across SCAN working closely with member-facing and supporting business areas through identification and subsequent implementation of business process enhancements and innovations
• Performs process design associated with current state and future state service models
• Collaborates with external partners, including technology vendors, medical and ancillary benefit providers, among others.
• Works in close partnership with all departments that interact with members or that manage vendors/partners that interact with members including, but not limited to: Health Care Services, Consumer Insights, Digital Strategy, Member Services, Network Management and 5 Star leadership. Negotiates with business areas to resolve critical conflicts related to service (e.g., when business or compliance requirements create negative service experiences for our members)
• Supports as Program Leadership for multi-functional customer-facing system implementations such as CRM and telephony. This includes managing implementation of key systems associated with delivering service, process design/re-design associated with service innovation, ensuring systems are delivering SCAN’s service experience.
• Responsible for becoming deeply knowledgeable of the people, processes, technologies, and data supporting our ability to service our members
• Helps maintain SCAN’s overall service innovation roadmap, including service innovation lab and longer term service innovation projects.
• Actively support the achievement of SCAN’s Vision and Goals.
• Other duties as assigned.

Requirements

Your Qualifications

• Bachelor’s degree required.
• Master's degree preferred.
• 5 years operational/customer experience, preferably in the healthcare industry.
• Experience with large scale change management initiatives preferred.
• Experience with Genesys Telephony Platform is a nice to have.
• Experience with Campaign Management platforms is a nice to have.
• Experience with CRM platforms is a nice to have.
• Customer-focused, creative, iterative thinker with strong problem solving skills.
• Strong planning, critical thinking and leadership skills.
• Strong data orientation.
• Proven background in successful management of innovation and implementation initiatives.
• Proven background in successful implementation of technology
• Proven background in documenting business, technology, and data requirements
• Strong program management skills, using analytics, user research and other approaches to help make decisions and iterate on overall strategy.
• Excellent interpersonal, group motivation and supervisory skills.
• Excellent written and oral communication skills, including presentation skills.
• Excellent organizational skills; ability to prioritize multiple and competing tasks, working independently and in a team environment.
• Demonstrated ability to work with all levels of staff, within and external to the organization to achieve goals.
• Experience with coordinating diverse groups of individuals to achieve overall program success.
• Ability to identify and incorporate Diversity, Equity, and Inclusion goals and tactics within strategic initiatives.
• Ability to work well in a fast-paced and dynamic environment.
• Proficient in MS office.

Covid-19 Vaccination Policy

To ensure a healthy and safe work environment, all SCAN employees will be required to be fully vaccinated by January 1, 2022. Generally, you are considered fully vaccinated 14 days after receiving the last dose, as recommended by the manufacturer, of a vaccine that has been authorized by the FDA for use in the United States, including vaccinations that have been approved pursuant to an Emergency Use Authorization. If fully vaccinated outside of the United States, the vaccination must be listed for emergency use by the World Health Organization (WHO). If you cannot receive the vaccine because of a disability/medical reason or sincerely-held religious belief, you may request an accommodation to this requirement by contacting COVID-19@scanhealthplan.com. Learn more about the COVID-19 vaccination here - https://www.cdc.gov/coronavirus/2019-ncov/vaccines/index.html.

What's in it for you?

• A competitive compensation and benefits program
• 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
• A work-life balance
• 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 employee 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)