Submission for the position : Manager Customer Experience 1- Payment Journey

JOB SUMMARY

This role will be responsible for managing the cross-functional team members and the day-to-day team activities of 1-2 journey solutions focusing on enabling cross-functional collaboration, coordination, and delivery of exceptional customer experience. This role will collaborate and partner closely with clients, vendors, and other departments to help collectively further BSWH's strategic initiatives. There will be a heavy emphasis on problem solving capabilities (e.g., gather market research on best practice, identify root cause behind issues, connect with industry leaders to validate assumptions, right-to-left thinking) and supporting the CX Director in translating vision into an actionable portfolio of solutions. They are also expected to manage Journey Architects to aid in professional development. This role will be routinely expected to lead the execution of 1-2 solutions within a portfolio.

ESSENTIAL FUNCTIONS OF THE ROLE

Lead the delivery of 1-2 solutions within a journey portfolio from discovery through execution within prescribed timelines, ensuring all success criteria are met.

Develop project work plans and roadmaps with cross-functional team members to support the execution and implementation of strategic recommendations.

Manage the day-to-day activities to achieve deliverables, KPIs, and OKRs of journey team by delegating appropriate tasks to team members and tracking progress towards goal

Identify and lead resolution of dependencies, risks, and roadblocks by providing direction and guidance with oversight from the CX Director as needed

Execute analysis required to problem solve with the team on specific delivery, design, and strategic issues by gathering and analyzing large amount of inform quickly

Support CX Director in the engagement of key stakeholders and functions across key journey deliverables as needed

Explore new data sets and execute investigation, complex analysis, and output that has been practically applied to drive change

Execute analysis to form hypothesis for how to solve customer problems and pain points by preparing and reviewing recommendations, process / system maps, data analysis, and research findings with oversight from the CX Director as needed

Structure complex, ambiguous and potentially charged operational and business issues and develop compelling, insightful recommendation

Coordinate the collaboration of journey core team and cross-functional team members to create concepts that drive significant change to the customer experience

Presents and explains findings to leadership team and key stakeholders

Responsible for management, development and overall mentorship of Journey Architect assigned to journey

Be a thought partner to CX Director as they unlock the full potential of their journey.

Understanding of interdependencies of healthcare landscape and its influence on portfolio.

KEY SUCCESS FACTORS

Highly organized, energetic, and creative thinker

Strong passion for innovation, emerging technology, and analytics across the healthcare ecosystem. Strong analytical skills and financial acumen

Knowledge of Agile principles with strong digital and technical skill

Exceptional skills and knowledge of facilitation / presentation, situational awareness, conflict resolution, continual improvement, and collaboration

Demonstrated ability to achieve results while working in cross-functional, virtual environment.

Experience supporting large cross-functional organizational projects.

Actively maintains a pulse on disruption and innovation in healthcare.

Epic experience in building / using for revenue cycle is preferred.

BENEFITS

Our competitive benefits package includes the following

• Immediate eligibility for health and welfare benefit
• 401(k) savings plan with dollar-for-dollar match up to 5%
• Tuition Reimbursement
• PTO accrual beginning Day 1

Note : Benefits may vary based upon position type and / or level

QUALIFICATIONS