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Position: Program Manager (PM)
Institution: Blue Shield of California
Department: Health Care Quality & Affordability
Location: San Francisco, California, United States
Duties: The Program Manager oversees research on members’ perceptions of experience of care and leverages results of the research to identify areas for improvement. Incumbent will deliver results-oriented solutions that will improve patient satisfaction. The PM assists in defining strategic approach to improve patient experience in areas including (but not limited to) appointment availability, promotion of appropriate use of primary care, urgent care, and ED, access to health care delivery in non-traditional settings, PCP selection/assignment, and physician-patient communication
Requirements: At least a BA/BS (advanced degree preferred) with a strong academic record in the social sciences, public policy, actuarial science, or a healthcare-related field such as public health. Recent experience in patient satisfaction measurement and analysis required. Previous project/program management experience required
   
Text: Looking for a chance to do meaningful work that touches millions? Come join the hardest working, nonprofit health plan in California and help us shape the future of health care. Blue Shield of California’s Mission is to ensure all Californians have access to high-quality care at an affordable price. Blue Shield is focused on improving health care delivery by working closely with providers and making it more accessible, affordable and customer-centric. Being a mission-driven organization means we do much more than serve our 4 million members: we were the first health plan in the nation to limit our annual net income to 2 percent of revenue and return the difference to our customers and the community, and since 2005 we have contributed more than $325 million to the Blue Shield of California Foundation to improve community health and end domestic violence. We also believe that a healthier California begins with our employees, so we provide them with resources to develop and maintain a healthy lifestyle through our award-winning wellness program, Wellvolution. We're hiring smart thinkers and doers who want to work for a leader and innovator in the challenging, ever-changing healthcare space. Come and help us make health care better for everyone.',' Summary: The Program Manager oversees research on members’ perceptions of experience of care and leverages results of the research to identify areas for improvement. Incumbent will deliver results-oriented solutions that will improve patient satisfaction. The PM assists in defining strategic approach to improve patient experience in areas including (but not limited to) appointment availability, promotion of appropriate use of primary care, urgent care, and ED, access to health care delivery in non-traditional settings, PCP selection/assignment, and physician-patient communication. The PM provides high quality and cost-effective project management, management consulting, analytic support services, and technical expertise. Organizes interdepartmental quality improvement activities and may perform operational responsibilities. Participates cross-functionally in business planning to support business unit strategy. May assist in the planning and direction of budgets. May be responsible for assembling a project team, assigning and monitoring work of team members and providing guidance and leadership. Scope & Responsibilities Nature of Supervision: Responsible for planning, execution, and analysis of various patient satisfaction survey projects, including accreditation projects, such as CAHPS, HOS, PAS, ESS, and other critical initiatives, including but not limited to specialty benefit surveys in the areas of behavioral health, dental, and vision. Contributes technical and research methodology leadership to high visibility projects of strategic importance to HCQA, including but not limited to producing quarterly reports and analytics of ER visits metric in support of improvement initiatives aimed at reducing ED utilization and assisting in the design and execution of interventions aimed at improving physician-patient communication. Designs research plans for additional data gathering and analysis; participates significantly in interpreting findings and developing action plans accordingly Identifies opportunities for patient satisfaction program(s) and develops methods, techniques, and evaluation criteria for obtaining results, including measurement, analytics, and reporting Trains and mentors department coordinators and administrative staff to assist in vendor management As part of a broader management team, may have influence on business unit or function strategies and objectives. Participates cross-functionally in business planning to support business unit strategy May act as the business unit liaison to corporate initiatives and projects Knowledge of company products, functions, marketing and/or service policies and procedures May assist in the planning and direction of budgets This position does not have direct reports but provides indirect oversight of department coordinators and administrative staff to assist in vendor management May provide guidance and leadership to and may supervise project consultants Ensures various team members provide high quality and cost-effective services Ability to influence team members functioning in a matrix environment Demonstrates leadership, project management, program evaluation, and consulting skills Key leadership competencies to include: Organizational behavior skills Drive for Results Written and Spoken Communication Integrity/Ethics/Trust Change Management Process Improvement and Redesign Team Collaboration and Motivation Relationship Building and Interpersonal Skills Financial/Quantitative Acumen Seasoned Critical Thinking ',' Summary: The Program Manager oversees research on members’ perceptions of experience of care and leverages results of the research to identify areas for improvement. Incumbent will deliver results-oriented solutions that will improve patient satisfaction. The PM assists in defining strategic approach to improve patient experience in areas including (but not limited to) appointment availability, promotion of appropriate use of primary care, urgent care, and ED, access to health care delivery in non-traditional settings, PCP selection/assignment, and physician-patient communication. The PM provides high quality and cost-effective project management, management consulting, analytic support services, and technical expertise. Organizes interdepartmental quality improvement activities and may perform operational responsibilities. Participates cross-functionally in business planning to support business unit strategy. May assist in the planning and direction of budgets. May be responsible for assembling a project team, assigning and monitoring work of team members and providing guidance and leadership. Scope & Responsibilities Nature of Supervision: Responsible for planning, execution, and analysis of various patient satisfaction survey projects, including accreditation projects, such as CAHPS, HOS, PAS, ESS, and other critical initiatives, including but not limited to specialty benefit surveys in the areas of behavioral health, dental, and vision. Contributes technical and research methodology leadership to high visibility projects of strategic importance to HCQA, including but not limited to producing quarterly reports and analytics of ER visits metric in support of improvement initiatives aimed at reducing ED utilization and assisting in the design and execution of interventions aimed at improving physician-patient communication. Designs research plans for additional data gathering and analysis; participates significantly in interpreting findings and developing action plans accordingly Identifies opportunities for patient satisfaction program(s) and develops methods, techniques, and evaluation criteria for obtaining results, including measurement, analytics, and reporting Trains and mentors department coordinators and administrative staff to assist in vendor management As part of a broader management team, may have influence on business unit or function strategies and objectives. Participates cross-functionally in business planning to support business unit strategy May act as the business unit liaison to corporate initiatives and projects Knowledge of company products, functions, marketing and/or service policies and procedures May assist in the planning and direction of budgets This position does not have direct reports but provides indirect oversight of department coordinators and administrative staff to assist in vendor management May provide guidance and leadership to and may supervise project consultants Ensures various team members provide high quality and cost-effective services Ability to influence team members functioning in a matrix environment Demonstrates leadership, project management, program evaluation, and consulting skills Key leadership competencies to include: Organizational behavior skills Drive for Results Written and Spoken Communication Integrity/Ethics/Trust Change Management Process Improvement and Redesign Team Collaboration and Motivation Relationship Building and Interpersonal Skills Financial/Quantitative Acumen Seasoned Critical Thinking ',' At least a BA/BS (advanced degree preferred) with a strong academic record in the social sciences, public policy, actuarial science, or a healthcare-related field such as public health 2-3 years of professional programming experience using SAS or similar program preferred Recent experience in patient satisfaction measurement and analysis required Previous project/program management experience required Experience with vendor management preferred Experience with quality improvement/process improvement techniques preferred 3-5 years of health insurance experience in Quality Improvement, Quality Management, Utilization Management, Case Management, or Member Services preferred Knowledge of accrediting body requirements (ie; NCQA or URAC) ',' At least a BA/BS (advanced degree preferred) with a strong academic record in the social sciences, public policy, actuarial science, or a healthcare-related field such as public health 2-3 years of professional programming experience using SAS or similar program preferred Recent experience in patient satisfaction measurement and analysis required Previous project/program management experience required Experience with vendor management preferred Experience with quality improvement/process improvement techniques preferred 3-5 years of health insurance experience in Quality Improvement, Quality Management, Utilization Management, Case Management, or Member Services preferred Knowledge of accrediting body requirements (ie; NCQA or URAC) ','Program Management','Program Management','United States of America-California-San Francisco','United States of America-California-San Francisco','United States of America-California-Costa Mesa, United States of America-California-Woodland Hills, United States of America-California-El Segundo','United States of America-California-Costa Mesa, United States of America-California-Woodland Hills, United States of America-California-El Segundo','Health Care Quality & Affordability','Health Care Quality & Affordability','Full-time','Full-time','Jan 8, 2018, 10:16:14 AM','Jan 8, 2018, 10:16:14 AM','External hires must pass a background check/drug screen. Qualified applicants with arrest records and/or conviction records will be considered for employment in a manner consistent with Federal, State and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or disability status and any other classification protected by Federal, State and local laws.','false','23206','23206','true','23206','false','Submission for the position: Program Manager - (Job Number: 17002QN)','false','23206','false','true','https://bsc.taleo.net/careersection/jobdetail.ftl?job=17002QN〈=en','Program Manager','true']);
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