Project Manager - Member Experience

Manages all phases of a project from concept through implementation. Develops project timelines, maintains regular status reports, facilitates team planning meetings, and ensures team members share appropriate information and tools. Defines phase deliverables, tracks milestones, schedules roles and resources, evaluates risk and recommends contingency plans. Works in collaboration with staff from other areas of the agency or company. Acts as a central point of communication on multiple projects, at one time. Works under general supervision.

What We Provide

• Referral bonus opportunities

• Generous paid time off (PTO), starting at 30 days of paid time off and 9 company holidays

• Health insurance plan for you and your loved ones, Medical, Dental, Vision, Life Disability

• Employer-matched retirement saving funds

• Personal and financial wellness programs

• Pre-tax flexible spending accounts (FSAs) for healthcare and dependent care

• Generous tuition reimbursement for qualifying degrees

• Opportunities for professional growth and career advancement

• Internal mobility, generous tuition reimbursement, CEU credits, and advancement opportunities

What You Will Do

• Provides project management oversight, monitoring, data collection, and analytical support as needed for projects within department.

• Works with project sponsor and project management team to identify project scope and ensure that objectives of project are met. Confirms with project sponsor that all project stakeholders understand the scope and deliverables of each project.

• Defines core processes and maps for current initiatives and assists with improvement design. Provides facilitation support at meetings as needed. Develops trusting relationships with leadership team across departments.

• Coordinates activities in defining the scope of projects, developing project plans, and ensuring forward momentum of projects toward stated goals. Tracks and monitors project work plans, including objectives, tasks and time frames to ensure deliverables are completed on time. Identifies and responds to changing project circumstances and communicates issues to project leadership.

• Facilitates and manages work group meetings in support of projects, as needed, including scheduling, agenda, and minutes.

• Provides project oversight to delegated vendors as needed to ensure timely, accurate and efficient delivery of services.

• Develops, coordinates and facilitates staff training for new processes.

• Prepares reports defining project progress.

• Implements and manages project changes and interventions. Provides solutions and handles issues as they may arise during implementation or after.

• Assists with troubleshooting operational issues, developing solutions and coordinating implementation.

• Member Experience Only:
• Provides project management support for member experience initiatives by tracking progress, managing timelines, and ensuring cross-functional alignment with both member-facing and internal support teams.
• Acts as a liaison between the Director of Member Experience, internal stakeholders, and external partners to ensure project goals reflect member-centric priorities and that key milestones driving CAHPS and Stars improvement are achieved.
• Assists in tracking and evaluating the implementation and impact of member experience initiatives, supports data collection and reporting to assess progress toward CAHPS and Stars performance targets.
• Collaborates with analytics teams to gather insights, interpret data, and generate actionable recommendations that help prioritize changes most likely to improve the member experience and influence key performance measures.
• Develops and maintains project documentation-including dashboards, progress reports, and presentations-that communicate impact on member experience and alignment with CAHPS and Stars goals.
• Identifies process gaps that lead to member dissatisfaction and collaborates with partners to implement member-centric solutions, supported by measurement frameworks that monitor the success of improvements through the lens of member experience.
• Helps build buy-in from stakeholders to adopt member-centric operational changes and advance the broader transformation toward a member-centric culture.
• Collaborates with large provider groups and vendor partners to support initiatives that align with shared goals for member experience and CAHPS performance, ensuring accountability through regular performance tracking and reporting.

Education

• Bachelor's Degree in Business Administration, Healthcare Administration or related field of study; or the equivalent work experience required

Work Experience

• Minimum of three years project management experience required

• Strong knowledge of logical business processes, i.e., developing and implementing operational processes required

• Effective oral and written communication and interpersonal skills required

• Working knowledge of the healthcare industry, and/or the ability to understand industry specific content and requirements required

• Demonstrated ability to lead both small and large teams effectively and be comfortable presenting and communicating to people across the organizational structure required

• Skilled in PC usage and applications, preferably Microsoft Windows Word, PowerPoint, and Excel required; experience with project management software preferred

• Understanding of member experience best practices, preferably dual eligible (Medicare and Medicaid) population in NYC living with chronic disease

• Experience working collaboratively and supporting teams in a virtual or hybrid environment.

• Demonstrated self-motivation, sound judgment, problem-solving and analytical skills.

• Performs effectively and independently in a multi-tasking environment

Licenses and Certifications

• Project Management Professional Certification or working toward certification preferred