Director Solution Portfolio - Customer Financial Experience

Description

JOB SUMMARY

This job oversees end-to-end product management to create seamless customer financial experiences, enabling customers to easily navigate and manage their healthcare finances.

Responsible for driving innovation, developing strategy, and defining multi-year roadmaps for product areas that impact a customer’s financial experience member and patient billing, benefits and claims, cost transparency, and health & spending accounts.

Accountable for leading a team of product managers and product analysts focused on research & insights, problem / opportunity management, product strategy, roadmap management, and value case development.

Partners across the Living Health organization and the Enterprise to engage key partners on strategic goals and outcomes.

Responsible for coordinating teams of project managers, process engineers, designers, partners, and experts to inventory, evaluate, streamline, and design / re-design solutions.

Works with analytic, technical, and business teams to understand the pain points associated with customer journeys and define the correct solutions.

Partners with product realization teams to ensure products and solutions are delivered based on strategic goals and outcomes.

Makes formal documentation and recommendations regarding best in class solutions that should be adopted. Once adopted, the role will be accountable for managing vendor relationships and obligations, driving adoption of those solutions, and will be accountable for the performance of the solutions.

ESSENTIAL RESPONSIBILITIES

• Perform management responsibilities to include, but are not limited to : involved in hiring and termination decisions, coaching and development, rewards and recognition, performance management and staff productivity.
• Plan, organize, staff, direct and control the day-to-day operations of the department; develop and implement policies and programs as necessary;

may have budgetary responsibility and authority.

• Leverages design knowledge to collaborate with stakeholders to define, plan, and design the appropriate end-to-end cross-channel experiences and solutions from a customer and clinician point of view to achieve customer engagement, clinician engagement, health outcomes, and affordability targets and in support of scaling curated health model solutions.
• Develop analytical frameworks, approach and methodology best practices to analyze strategy issues and monitor initiatives.

Evaluates new software or technology capabilities, assesses vendor solutions, creates and manages ongoing partnerships with third parties such as digital agencies, software vendors, BCBSA, and other key vendors.

• Conveys and prioritizes needs from comprehensive listening system in collaboration with Portfolio Insights & Acceleration and other Enterprise teams in the matrix to identify client, customer and clinician needs and expectations to support solution design and personalization.
• Accesses market intelligence capabilities to understand the market products, innovations, competitor solutions and any aspect of information needed to support the design process.
• Synthesizes and interprets large amounts of quantitative data to support curated health model solution design, particularly for those solutions targeted at improving health outcomes and affordability.
• Leads in design sessions with design team, experts and other business partners. Applies a variety of methods and approaches to facilitate problem solving;

experiments to find the best solutions.

• Interprets strategies into visual notional representations and explains the assumptions, approaches and key tenets. Applies an expert understanding of needs, goals, and challenges and connects to tell a single story.
• Monitors progress of Solution efforts and is accountable for Solution outcomes (ROI, KPIs) and collaborates with Finance to justify resource allocation for solution prototyping and scaling.
• On an ongoing basis, manages dependencies across Solutions and escalates decisions as needed.
• Other duties as assigned or requested.

EDUCATION

Required

Bachelor's Degree in Business, Design, Healthcare Administration, Economics, Analytics, or related field or relevant experience and / or education as determined by the company in lieu of bachelor's degree

Preferred

Master's Degree in Business, Design, Healthcare Administration, Economics, Analytics, or related field

EXPERIENCE

Required

7 years post-graduate experience in the area of specialization, including leading large projects

To Include :

3 years in Business or Healthcare

Preferred

• 2-3 years with Health Insurance and / or Provider operations
• 3 years with product management
• 2 years with customer experience

LICENSES or CERTIFICATIONS

Required

None

Preferred

None

SKILLS

• Through knowledge of membership, rates, financial, economic and competitive data
• Excellent written, interpersonal, communication, and presentation skills
• Highly motivated with exceptional organizational skills, including the ability to effectively and competently handle multiple projects simultaneously and the flexibility and ability to quickly adapt to changes in work objectives, promotions, and available technology
• Knowledge of software development lifecycle, from planning to delivery
• Experience developing business cases, and building ROI for programs from planning through execution
• Ability to lead within a matrixed organization to partner with clinical experts
• Leads with a true sense of urgency with the ability to engage the workforce to do the right thing every time for our customers and clinicians
• Successfully parthers through collaboration and sense of urgency regarding process implementation and improvement / optimization
• Experience using sketches, flow diagrams, wireframes, mockups, prototypes, member experience blueprints, and visual concepts
• Leads with a customer and clinician-centric lens and advocates for a combined customer and clinician view in all interactions

Language (Other than English) :

None

Travel Requirement : 0% - 25%

0% - 25%

PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS

Position Type

Office-based

Teaches / trains others regularly

Occasionally

Travel regularly from the office to various work sites or from site-to-site

Rarely

Works primarily out-of-the office selling products / services (sales employees)

Never

Physical work site required

Lifting : up to 10 pounds

Constantly

Lifting : 10 to 25 pounds

Occasionally

Lifting : 25 to 50 pounds

Never

Pay Range Minimum : $126,400.00

$126,400.00

Pay Range Maximum : $233,700.00

$233,700.00

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, age, religion, sex, national origin, sexual orientation / gender identity or any other category protected by applicable federal, state or local law.

Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, age, religion, sex, national origin, sexual orientation / gender identity, protected veteran status or disability.

EEO is The Law

Equal Opportunity Employer Minorities / Women / Protected Veterans / Disabled / Sexual Orientation / Gender Identity ()

We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact number below.

For accommodation requests, please contact HR Services Online at