Health Plan Clinical Contact Center Project Team Manager

We are seeking a collaborative, professional, and personable leader who is highly driven, proactive, and focused on moving initiatives forward with measurable business outcomes. The ideal candidate values professional development navigating difficult conversations and can effectively lead through change and ambiguity.
This will be a working manager position supporting large-scale cross market projects as well as managing and developing a team of project managers in our Health Plan Clinical Call Center (HP CCC) accountable for strong results. You will be responsible for moving the team forward, supporting industry best practices, improvement in project methodologies, reporting, and leadership. We manage projects that are HP CCC optimization, market level efforts, as well as enterprise initiatives supporting organizational strategy and operational goals.
This role is part of the support services team serving our 24/7 health plan clinical contact center serving multiple markets. The organization operates two large service lines: appointment scheduling and nurse telephone advice.
The position will evolve the role of the team to a small PMO and partner across multiple markets and business unites to align and implement operational improvements and standardize processes. While a strong IT background is not required, candidates must be adaptable and comfortable working in environments where technology, processes, and priorities evolve frequently.
Success in this role requires strong business acumen, sound judgment, confidence, and the ability to drive work forward even when all the answers are not immediately available. Candidates should be comfortable building trust across diverse stakeholder groups.
Experience with Epic is highly desirable. Direct system expertise is not required, but candidates should have enough familiarity to effectively participate in Epic-related projects and discussions. Proficiency with standard business tools, including Smartsheet, is expected. Experience working in unionized environments is important.
The ideal candidate can effectively bridge operational, clinical, and business priorities while leading project teams across multiple markets.

Job Summary:
Manages the delivery of large-scale projects from initiation to close-out. Manages project team members, holding them responsible for results, and provides guidance to teams regarding internal and/or external resource requests. Proactively monitors, identifies, and mitigates risks, issues, and trigger events within and across projects.Ensures the alignment, buy-in, engagement, and support of project stakeholders. Manages vendor performance, provides direction for service improvements, and manages relationships and contract negotiations with vendors.

Essential Responsibilities:

• Provides developmental opportunities for others; builds collaborative, cross-functional relationships. Solicits and acts on performance feedback; works closely with employees to set goals and provide open feedback and coaching to drive performance improvement. Pursues professional growth; develops and provides training and development to talent for growth opportunities; supports execution of performance management guidelines and expectations. Leads, adapts, implements, and stays up to date with organizational change, challenges, feedback, best practices, processes, and industry trends. Fosters open dialogue amongst team members, engages, motivates, and promotes collaboration within and across teams. Delegates tasks and decisions as appropriate; provides appropriate support, guidance, and scope; encourages development and consideration of options in decision making.
• Manages designated work unit or team by translating business plans into tactical action items; oversees the completion of work assignments and identifies opportunities for improvement; ensures all policies and procedures are followed. Aligns team efforts; builds accountability for and measuring progress in achieving results; determines and ensures processes and methodologies are implemented; resolves escalated issues as appropriate; sets standards and measures progress. Fosters the development of work plans to meet business priorities and deadlines; obtains and distributes resources. Removes obstacles that impact performance; identifies and addresses improvement opportunities; guides performance and develops contingency plans accordingly; influences teams to execute in alignment with operational objectives.
• Manages the delivery of large-scale projects with responsibility and accountability for project outcomes from initiation to close-out. Develops, analyzes, and manages the execution of assigned project plans, including scope identification and management, schedule, inter-dependencies, and resource forecast. Manages the project financials of assigned projects and ensures they are managed within budget allocations. Proactively monitors project performance (e.g., on time, on budget, within scope, and with quality) against plan, ensuring measurement of business benefits and outcomes, and makes adjustments as needed. Manages project activities related to organizational change management (e.g., development and execution of user adoption, implementation, and training plans) as defined by the project. Drives allocation of resources, establishes schedules, and task assignments to ensure established project management practices are in place.
• Manages project team members and holds team members accountable for results. Provides guidance to teams in reference to internal and/or external resource requests based on the alignment of team member skills and project demands. Communicates a clear vision of project goals and objectives to the team. Delivers performance feedback to team members supervisors.
• Proactively monitors, identifies, and mitigates project risks, issues, and trigger events by developing mitigation plans and strategies; and resolving or escalating risks or issues as appropriate.
• Monitors adherence of project activities to policies and procedures by ensuring project plans and team members follow KP, departmental, and/or business line policies and procedures.
• Ensures the alignment, buy-in, engagement and support of diverse project stakeholders by building and maintaining relationships as well as communicating appropriately with internal customers, third party vendors, senior management, and business leaders; and clarifying accountability and authority across stakeholders. Ensures team members have identified the right stakeholders for projects based on their level of influence and decision making. Determines project goals, influences the prioritization of deliverables, coordinates all business processes (e.g. project change management, communication) and facilitates decisions necessary for project delivery by partnering with project sponsors and/or review boards. Communicates tough issues to stakeholders while maintaining an independent opinion, providing recommendations, delivering formal presentations, and providing reports to various senior audiences.
• Manages vendor performance and provides direction for service improvements or revisions to strategy. Partners with Procurement and/or Legal to develop service level and/or scope of work agreements as appropriate. Manages relationships and contract negotiations with vendors, and reviews and resolves issues with vendor invoices.

Knowledge, Skills and Abilities: (Core)

• Ambiguity/Uncertainty Management
• Attention to Detail
• Business Knowledge
• Communication
• Constructive Feedback
• Critical Thinking
• Cross-Group Collaboration
• Decision Making
• Dependability
• Diversity, Equity, and Inclusion Support
• Drives Results
• Facilitation Skills
• Health Care Industry
• Influencing Others
• Integrity
• Leadership
• Learning Agility
• Organizational Savvy
• Problem Solving
• Short- and Long-term Learning & Recall
• Strategic Thinking
• Team Building
• Teamwork
• Topic-Specific Communication

Knowledge, Skills and Abilities: (Functional)

• Applied Data Analysis
• Business Relationship Management
• Conflict Resolution
• Financial Acumen
• Managing Diverse Relationships
• Negotiation
• Product Development Life Cycle
• Project Management
• Project Management Tools
• Quality Assurance Process
• Risk Assessment
• Service Focus

Minimum Qualifications:

• Minimum three (3) years experience in a leadership role with or without direct reports.
• Minimum two (2) years experience implementing large, complex projects in a corporate, non-profit, or government environment.
• Bachelors degree from an accredited college or university and minimum six (6) years experience in project management or a directly related field OR Minimum nine (9) years experience in project management or a directly related field.

Preferred Qualifications:

• Three (3) years of experience working with Tableau BI , Oracle, SharePoint, and/or Excel (e.g., creating pivot tables).
• Three (3) years of experience working with digital file creation.

Primary Location: Oregon,Portland,Nicolai Service Center
Scheduled Weekly Hours: 40
Shift: Day
Workdays: Mon, Tue, Wed, Thu, Fri,
Working Hours Start: 08:00 AM
Working Hours End: 04:00 PM
Job Schedule: Full-time
Job Type: Standard
Employee Status: Regular
Worker Location: Remote
Employee Group/Union Affiliation: NUE-PO-01|NUE|Non Union Employee
Job Level: Manager with Direct Reports
Department: Appt & Adv Call Ctr-Train/Qual - 0308
Pay Range: $123900 - $160270 / year Kaiser Permanente strives to offer a market competitive total rewards package and is committed to pay equity and transparency. The posted pay range is based on possible base salaries for the role and does not reflect the full value of our total rewards package. Actual base pay determined at offer will be based on labor market data, internal alignment, and a candidate's years of relevant work experience, education, certifications, skills, and geographic location.
Travel: No Kaiser Permanente is an equal opportunity employer committed to fair, respectful, and inclusive workplaces. Applicants will be considered for employment without regard to race, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic or status.