HCS Operational Project Manager - Care Access - Service Integration
Description
Become part of an inclusive organization with over 40,000 teammates, whose mission is to improve the health and well-being of the unique communities we serve.
Key Areas of Focus
- Operational Project Management
- Platform Sustainment, Optimization & Onboarding
- Process Improvement & Standardization
- Problem Solving & System Integration
- Stakeholder Engagement & Customer Focus
- CASI Strategic Support
Responsibilities
Operational Project Management — Direct the overall coordination, implementation, execution, control, and completion of Verint platform projects and system-wide contact center initiatives, keeping them aligned with UNC Health’s strategy, commitments, and goals. Develop project plans, goals, and budgets specific to Verint sustainment, optimization, and new-group onboarding; identify required resources; build schedules; and establish methods for measuring platform performance and project outcomes. Platform Sustainment, Optimization & Onboarding — Oversee the Verint platform across its lifecycle to ensure system-wide stability and continuity, and lead the structured onboarding of new operational groups, both Access Center and non-Access Center teams, with minimal disruption to ongoing operations. Process Improvement & Standardization — Partner with Access Center teams, non-Access Center teams, IT resources, and clinical stakeholders to identify and analyze opportunities for Verint optimization and contact center workflow improvement. Implement standardized, scalable processes across onboarded groups with minimal disruption to patient care or administrative activity. Problem Solving & System Integration — Analyze and resolve complex operational issues related to platform performance, workflows, and system integrations. Develop policies and procedures that maximize efficiency across onboarded groups, and ensure proper internal controls are in place to safeguard call data and satisfy internal and external regulatory requirements. Stakeholder Engagement & Customer Focus — Create and maintain a customer-focused environment that supports Access Center teams, IT resources, and clinical groups on the platform. Coach and mentor staff on Verint workflows and contact center best practices, and monitor platform usage and performance so that every team is supported equitably and with respect. CASI Strategic Support — Support and manage Care Access and Service Integration (CASI) initiatives, helping to develop and execute strategic efforts under the CASI umbrella in collaboration with senior management and stakeholders.
Other Information
Education Requirements: Bachelor’s degree in an appropriate discipline. Licensure/Certification Requirements: No licensure or certification required. Professional Experience Requirements: Five (5) years of project management experience of which 2 years of experience must be in a supervisory, management or leadership role. Knowledge/Skills/and Abilities Requirements: Accountability Ability to bring project to successful completion on time and within budget through political sensitivity.