Manager of Operational Performance & Workforce Optimization

Job Description:

Summary:

The Manager of Operational Performance & Workforce Optimization (OP&WO) is responsible for executing multiple operational performance and workforce management strategic and reporting initiatives. This role provides oversight to any performance and workforce optimization initiatives for the operations functional areas and supports operations functional areas on any corporate workforce management projects.

In addition, this position directly supports the operational leadership team with system performance analysis, process improvement development & identification and execution of business plans.

Two Positions Available:

- Manager of Operational Performance & Workforce Optimization (Capacity Planning & Customer Insights)

- Manager of Operational Performance & Workforce Optimization (Metrics & Reporting Solutions)

Essential Responsibilities/Accountabilities:

· Provides leadership to an internal team of operational performance and workforce optimization professionals in the testing, configuration, development, quality, and training of methods and

technologies.

· Collaborates with operations leadership to develop and institute best practices associated with operational performance and workforce optimization leadership practices with the use of

performance management data and tools, and the application of workforce optimization methods and tools.

· Provides operational leadership with training on the comprehensive reporting and analysis tools and standard performance reporting to support departmental business objectives.

· Oversees the development of reporting solutions to drive performance improvement.

· Implements, trains and provides consultative services to department leaders on comprehensive reporting options for various audiences.

· Drives operations improvement through analytic data produced by the tools to increase timeliness performance, improve work process efficiencies and maximize resource utilization.

· Oversees the Operational Performance and Workforce Management tools and maintenance of business implementations including, but not limited to, writing accurate requirements and user

experience testing for the platform while working in conjunction with other operating areas.

· Serves as the division’s key resource for providing technical expertise on the Operational Performance and Workforce Management tools and technology.

· Responsible for workforce management vendor relationship and works with other external vendors to evaluate new and innovative operational areas technologies and make

recommendations to leadership on technology improvements. Plays a key role in any vendor contract negotiations.

· Provides support to the operational excellence vendor management team in the oversight of external vendor resources.

· Prepares and delivers high level management summary reports and presentations to project teams, department heads, and all levels of management.

· Provides monitoring, coaching and mentoring to determine individual and departmental strength and weakness and recommend strategies for improvement.

· Develops workforce optimization team through coaching and mentoring and ensures training needs are met.

· Ensures related operations expectations, corporate goals, BCBSA performance standards are attained as well as federal and state mandate objectives are

achieved.

· Consistently demonstrates high standards of integrity by supporting the Lifetime Healthcare Companies’ mission and values, adhering to the Corporate Code of Conduct, and leading to the

Lifetime Way values and beliefs.

· Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures.

· Maintains knowledge of all relevant legislative and regulatory mandates and ensures that all activities are compliant with these requirements.

· Conducts periodic staff meetings to include timely distribution and education related to departmental and Ethics/Compliance information.

· Performs other duties and functions as assigned by management.

Minimum Qualifications:

· Bachelor’s degree in related field and a minimum of five (5) years of related experience in health care field, two (2) of which must be in a defined leadership role. In lieu of degree, minimum

of eleven (11) years of related progressive experience in health care field, two (2) of which must be in a defined leadership role.

· Familiarity with health care operational processing systems, practices, and procedures.

· Considerable knowledge and understanding of the operational processes and systems and the ability to identify the information and data required to develop the analytics.

· Expertise in data gathering, data collection and extract, transform, load (ETL) methods.

· Proficiency in Microsoft Office, SQL and Power BI are required.

· Strong analytical, diagnostic, and problem-solving abilities.

· Ability to establish effective relationships with other areas of the corporation.

· Demonstrated leadership skills.

· Demonstrated skills in forming and fostering high performing, cross functional teams.

· Excellent oral and written communication skills and the ability to deal effectively and professionally with all levels of management and personnel required.

· Demonstrated conflict resolution skills.

· Proficient at identifying root causes of business and/or workflow problems and determining innovative solutions and opportunities.

· Highly organized, self-starter with proven ability to produce high quality output required.

· Must possess a positive attitude and highly effective relationship building skills.

Physical Requirements:

· Ability to complete work in a traditional office environment under fluorescent lighting.

· Ability to orally communicate.

· Must be able to function while sitting at a desk viewing a computer and using a keyboard and mouse for 3 or more hours at a time.

· Ability to travel across the health plan service regions as needed.

· Ability to work in a home office for continuous periods of time for business continuity.

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In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position.

Equal Opportunity Employer

Compensation Range(s):

Grade E7: Minimum: $87,766 - Maximum: $ 157,978

The salary range indicated in this posting represents the minimum and maximum of the salary range for this position. Actual salary will vary depending on factors including, but not limited to, budget available, prior experience, knowledge, skill and education as they relate to the position’s minimum qualifications, in addition to internal equity. The posted salary range reflects just one component of our total rewards package. Other components of the total rewards package may include participation in group health and/or dental insurance, retirement plan, wellness program, paid time away from work, and paid holidays.

Please note: There may be opportunity for remote work within all jobs posted by the CDPHP Talent Acquisition team. This decision is made on a case-by-case basis.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.