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.

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.

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