Program Manager II Job in San Diego 92121, California US
The primary purpose of this position is to oversee the ongoing program management and renewal of Healthyroads wellness programs for designated clients. Responsibilities include:
· Assists with and/or manages and provides high level service to assigned accounts to support client retention and meet/exceed client expectations. Supports HMS goals and objectives set out by VP and works to ensure results meet/exceed department practices and standards.
· Works independently and collaboratively with Health Management Strategies colleagues, as assigned, to assist with or manage all client facing activities to support Healthyroads products.
· Facilitates manages complex programs services for designated account. This includes informing, collaborating and coordinating with Key Process Team, HMS colleagues, upper management and other key internal and external stakeholders.
· Provides high level of proactive service to support the retention of Healthyroads client, typically mid-sized and large clients (3000 10,000 employees). This includes providing timely response and follow up; routine outreach to provide utilization review and/or program consulting; assessing client status, concerns and expectations; and maintaining positive working relationships.
· Identifies client goals and resources, consults client on best practices, and develops customized strategic wellness plan, based on the unique goals and objectives of the client.
· Provides internal operational support for designated HMS team members.
· Balances internal and external expectations with the objective to support efficient, cost-effective, and preferred practices. Solutions should strive to benefit the client and ASH and be endorsed by internal stakeholders.
· Ensures timely and accurate key departmental and interdepartmental documentation of client interactions, activities, and issues, including client files, implementation and renewal checklists, and other assigned documentation.
· Identifies, understands and resolves client issues, keeping leadership abreast of issue status and escalating high level issues to ensure appropriate response and resolution. This includes establishing timelines for deliverables, when appropriate, and maintaining positive relationships while resolving issues.
· Conducts regular client meetings, face-to-face, telephonic or via webinar, as well as onsite client review / all-vendor meetings.
· Maintains, updates and monitors Healthyroads client administrative portal
· Assists in the sales process including participation in finalist meetings.
· Accepts phone calls or returns phone calls from clients within the same business day of receipt, Monday through Friday, 8 A.M. to 5 P.M.
· Maintains confidentiality of all member, provider, client and proprietary information.
· Support HMS goals and objectives set out by VP of Health Management Strategies and works to ensure results meet/exceed department practices and standards.
· Completes assigned projects, leading the development and implementation of special wellness initiatives, promotional initiatives, and service enhancements.
· Assists in training new staff including mentoring/shadowing and creating training materials and resources.
Mobility - Primarily sedentary, able to sit for long periods of time.
Physical Requirements Ability to speak, see and hear other personnel and/or objects. Ability to communicate both in oral and written form. Capable of using a telephone and computer keyboard. Ability to lift up to 10 lbs. Ability to travel within the facility. Ability to drive and travel by air.
Environmental Conditions - Usual office setting
Requirements:
Education/Training/Experience/Licenses
· Bachelor’s degree in worksite/corporate health promotion/wellness, healthcare administrations or management, business administration; or equivalent combination of experience and/or education.
· Minimum of 4 - 6 years experience in worksite/corporate health promotion/wellness, disease management, health care consulting or health care client management.
· Proficient in MS Office, with intermediate knowledge of Word, Excel and PowerPoint.
· Valid driver’s license with good driving record. Availability of automobile for on the job use and proof of insurance.
· Must have acceptable credit to qualify for a company American Express Card.
Skills/Abilities
· Outstanding verbal, phone and in person, and written communication skills (email, client presentations and internal documentation/reporting).
· Ability to display excellent customer service to meet the needs and expectations of both internal and external customers.
· Demonstrated ability to interact in a positive, respectful manner and establish and maintain cooperative working relationships.
· Demonstrated ability to manage multiple clients (8 15) and effectively organize, prioritize, multi-task and manage time.
· Demonstrated accuracy and productivity in a changing environment with constant interruptions.
· Demonstrated ability to professionally consult with and manage complex clients with multiple products and locations in an efficient and effective manner.
· Demonstrated ability to assess information, problems, issues, situations and procedures and seek support from manager when appropriate.
· Ability to exercise strict confidentiality in all matters.
· Ability to travel approximately 25%.