Service Program Manager

GE HealthCare

3d•Onsite

About The Position

As the Service Program Manager, you will drive overall customer satisfaction by leading the business and program management of the GEHC-Customer service partnership, delivering a comprehensive GE Healthcare solution. You will manage the success of the service relationship with Lifepoint Health, ensuring the achievement of goals and objectives identified by the customer and GE Healthcare. This role provides the customer with a single point of contact for GEHC service and operational commitments throughout the partnership term, developing strategies to ensure customer satisfaction, retention, and growth in close alignment with internal Commercial and Field Service teams.

Requirements

Bachelor’s degree
Project/Program Management or Service Leadership experience desired
Strong communication skills to synthesize complex issues and communicate clearly
Demonstrated ability to energize, develop, and build rapport at all levels within an organization
Willingness to travel 25%
Strong understanding of biomed and imaging
Legal authorization to work in the United States
You must be willing to submit to a background investigation, including for example, verification of your past employment, criminal history and educational background
Willingness to take a drug test
Willingness to submit to a check of driving record

Nice To Haves

Strong analytical skills and business acumen (i.e. knowledge of healthcare service lines, P&L centers, balance sheets, capital & operational planning)
Experience working in the Healthcare industry including interaction with hospital administration (i.e. account management, relationship-building experience)
Experience in client-facing role such as consulting, project management, or process improvement (Six Sigma/ LEAN) while serving as advocate for client’s needs
GE Healthcare Diagnostic Imaging & Clinical Services experience
Experience working in a highly-matrixed environment, effectively influencing and persuading others to achieve GEHC goals defined in client growth strategy
Experience anticipating challenges or roadblocks and successfully mitigating those risks while achieving desired outcomes for client and GEHC
Experience maintaining flexible approach when faced with business or client course corrections (i.e. client cost-out initiatives, industry economic conditions, healthcare reform legislation, etc.)
Experience working with GEHC products and servicing

Responsibilities

Serve as the primary point of contact for Lifepoint Health to GEHC for all matters relating to the Service Partnership, building a long-term, strategic alliance with all levels of the customer to exceed contractual obligations and add value.
Implement robust processes and formal reporting arrangements to track and monitor programmatic and project progress against agreed plans and agreements (e.g., KPI metrics, project and operational risk, cost and program reports, variation process/control).
Establish internal and external operational mechanisms to manage long-term project liabilities and profitability, ensuring safety, quality, and profitability objectives are met.
Act as a customer advocate to internal management, maintaining awareness of all program issues.
Work closely with other GEHC businesses and account management teams to ensure clear communication throughout the enterprise.
Represent GE Healthcare in all service and project-related business and contractual discussions with the customer, ensuring timely completion of all appropriate contract documents such as acceptance certificates and variation agreements.
Organize and support program, technical, and operational reviews with the customer, generating regular program updates for internal management.
Lead efforts to drive operational excellence and efficiency opportunities with the customer and GE Healthcare.
Collaborate with the customer to develop and communicate best practices across the enterprise.