Customer Engagement and Experience Project Manager II

L.A. Care Health Plan•Los Angeles, CA

About The Position

Established in 1997, L.A. Care Health Plan is an independent public agency created by the state of California to provide health coverage to low-income Los Angeles County residents. We are the nation’s largest publicly operated health plan. Serving more than 2 million members, we make sure our members get the right care at the right place at the right time. Mission: L.A. Care’s mission is to provide access to quality health care for Los Angeles County's vulnerable and low-income communities and residents and to support the safety net required to achieve that purpose. Job SummaryThe Customer Engagement and Experience (CE&E) Project Manager II manages, assesses and executes strategies based on identified stakeholder needs, as well as regulatory requirements. The position is responsible for overseeing the department's outreach and engagement projects aligned with organizational strategic goals and department initiatives. The position will work closely and aid each CE&E vertical by creating project documentation and workflows, managing interdepartmental traffic/requests for CE&E department project support, maintaining vertical SharePoint sites, and developing and maintaining a master calendar of CE&E projects, activities and regulatory timeframes. The position will participate in the development, monitoring, and up keep of all Desk Level Procedures and Policies and Procedures, ensuring an annual review is implemented and completed. Works closely with the CE&E Technical Writer to ensure processes and procedures are accurately configured in the On Line Help Tool and assist the CE&E Program and Initiatives Managers with project execution and implementation.DutiesPartners, supports and collaborates with key stakeholders in scoping, implementing, evaluating and managing portfolio of assigned projects. Oversees the development and strategic implementation of multimodal member communications programs for all Line of Business (LOBs), including product/service-specific campaigns across multiple distribution channels. Collaborates with and leads cross-functional project teams to address project requirements, including developing/tracking deliverables and maintaining regular on going communication with project stakeholders; develop and maintain Desk Level Procedures/Policies and Procedures. Maintain knowledge of product line contracts, regulations, requirements, and obligations and ensure responsible business units are compliant with requirements. Identifies, recommends and applies business solutions derived from research and analysis findings for all assigned CE&E projects/programs. Documents project/program and business workflows and processes, project plans and meeting minutes with input from key stakeholders and project team members. Lead process evaluation and improvement activities and analysis and research activities in areas such as customer satisfaction and best practices. Performs other duties as assigned.Duties Continued

Requirements

Bachelor's Degree in Business Administration or Healthcare Administration
In lieu of degree, equivalent education and/or experience may be considered.
At least 3 years of experience in project management with the demonstrated experience on the following list of stated knowledge, experience and/ or skills.
Experience in developing work plans/documents, working in databases.
Strong interpersonal, written and verbal communication skills, and work collaboratively and independently within the established guidelines, policies, and procedures.
Detailed oriented and excellent organizational skills.
Proficiency in Microsoft Office applications and Visio.
Facilitation of discussions regarding member communication processes.
Project Management Professional (PMP)

Nice To Haves

Previous experience in project/program management with health plan or provider services/operations and knowledge of Medicaid managed care.

Responsibilities

Partners, supports and collaborates with key stakeholders in scoping, implementing, evaluating and managing portfolio of assigned projects.
Oversees the development and strategic implementation of multimodal member communications programs for all Line of Business (LOBs), including product/service-specific campaigns across multiple distribution channels.
Collaborates with and leads cross-functional project teams to address project requirements, including developing/tracking deliverables and maintaining regular on going communication with project stakeholders; develop and maintain Desk Level Procedures/Policies and Procedures.
Maintain knowledge of product line contracts, regulations, requirements, and obligations and ensure responsible business units are compliant with requirements.
Identifies, recommends and applies business solutions derived from research and analysis findings for all assigned CE&E projects/programs.
Documents project/program and business workflows and processes, project plans and meeting minutes with input from key stakeholders and project team members.
Lead process evaluation and improvement activities and analysis and research activities in areas such as customer satisfaction and best practices.
Performs other duties as assigned.