Program Manager - Contact Center Operations

Mayo Clinic • Rochester, MN

5h

About The Position

The Program Manager provides leadership, management, coordination and direction for all assigned programs and systems, and is responsible for operational performance and ensuring the needs of the program are achieved. Manages program/system performance, coordinates resources and balances workload to achieve objectives and strategies. Works with physicians, APPs, allied health staff and practice leadership in development and execution of strategic plans, programmatic logistics, process improvement opportunities and program certification requirements. Provides subject-matter expertise regarding program, system and project. Independently leads problem-solving and decision-making activities (in alignment with supervisors and practice leadership), within the program/system scope and change management process assessing risks and actions to accomplish goals. Continually evaluates processes and procedures for effectiveness and efficiency, while implementing quality improvement efforts. Participates in meetings, work sessions and presentations to ensure timely communication. Accountable for the achievement of program goals, objectives, timelines and programmatic certification. Determines and establishes programmatic/systematic infrastructure, stakeholder relationships and recommendations of communication plans. Manages/coordinates multiple complex systems/programs with internal and external customers. Develops program strategy, program planning, implementation plan(s) and program metrics. Ensures high quality and minimum program costs by implementing and maintaining a quality management program across all programs/systems.

Responsibilities

• Provides leadership, management, coordination and direction for all assigned programs and systems
• Manages program/system performance
• Coordinates resources and balances workload to achieve objectives and strategies
• Works with physicians, APPs, allied health staff and practice leadership in development and execution of strategic plans, programmatic logistics, process improvement opportunities and program certification requirements
• Provides subject-matter expertise regarding program, system and project
• Independently leads problem-solving and decision-making activities
• Continually evaluates processes and procedures for effectiveness and efficiency, while implementing quality improvement efforts
• Participates in meetings, work sessions and presentations to ensure timely communication
• Accountable for the achievement of program goals, objectives, timelines and programmatic certification
• Determines and establishes programmatic/systematic infrastructure, stakeholder relationships and recommendations of communication plans
• Manages/coordinates multiple complex systems/programs with internal and external customers
• Develops program strategy, program planning, implementation plan(s) and program metrics
• Ensures high quality and minimum program costs by implementing and maintaining a quality management program across all programs/systems

Benefits

• Medical: Multiple plan options.
• Dental: Delta Dental or reimbursement account for flexible coverage.
• Vision: Affordable plan with national network.
• Pre-Tax Savings: HSA and FSAs for eligible expenses.
• Retirement: Competitive retirement package to secure your future.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed