Manager, Engagement Excellence

The Manager of Engagement Excellence plays a crucial role with ensuring the successful execution, program readiness and client satisfaction with new pharmacy engagements.

As part of the Engagement Excellence team, reporting to the Director of Engagement Excellence and working directly with the VP, Performance & Process Excellence, the Engagement Excellence Manager oversees new client engagements, program additions, transitions/removals and closures. The Manager position ensures all engagements are successfully launched within timeline and aligned with expectations as outlined in the statement of work (SOW). Responsibilities include project management while leading engagements, overall engagement management responsibilities and employee management responsibilities.

KEY RESPONSIBILITIES:

Project Management responsibilities:

• Leads program implementations for new client engagements ensuring within timeline and scope as outlined in the program statement of work (SOW).

• Manage program additions, transitions/removals and closures as outlined in program change requests.

• Coordinate, schedule and lead client & internal meetings such as handoff meetings, kickoff presentations, status, hypercare and transition meetings.

• Support maintenance of and ensure compliance with operating procedures (SOP) while leading engagements and projects for successful implementation.

• Utilize standardized templates to develop and maintain presentations, action plans, timelines, risks tracking and questions tracking, etc.

• Coordinate workstream team members and external stakeholders to ensure alignment across Pharmacy Operations & Patient Support, IT, compliance, client solutions, etc.

• Utilize the standardized executive summary template to report engagement progress, status, risks and mitigation.

• Maintain proficiency with utilizing the project management online software to lead & track client engagements.

Engagement Management Responsibilities

• Monitor and report engagement progress and proactively manage risks and issues.

• Manage development, implementation and maintenance of standardized engagement methodologies, action plans, presentations, pipelines and all templates as determined.

• Develop, implement and maintain a new team member onboarding training guide to support new project managers onboardings.

• Create and maintain operating procedures (SOP) to standardize engagement team processes.

• Maintain expertise with the project management online software to support team member questions and process improvements for engagements.

• Develop SOPs and training checklists to ensure team members maintain proficiency with utilizing the project management software.

• Participate in all internal and external implementation meetings, understanding the status of the engagement, providing support to team members, supporting client communication and supporting issue resolution and mitigation.

• Ensure successful client relationships and overall implementation satisfaction is maintained and measured through verbal/written feedback and client surveys, while mitigating concerns for timely resolution.

Employee Management Responsibilities:

• Manage the project managers responsible for client engagements, including new engagements, additions, transitions and closures.

• Ensuring team member compliance with utilizing standardized processes and templates.

• Conduct performance reviews and evaluations aligning to the standards and best practices for successful client engagements.

• Review & approve team member time and manage time off requests ensuring appropriate program coverage is maintained.

• Mentor and develop high-potential talent to support succession planning.

• When applicable for project manager – modify job descriptions, recruit & interview potential candidates for open positions.

The above duties are meant to be representative of the position and not all-inclusive.

MINIMUM JOB REQUIREMENTS:

• Project Management Professional (PMP) Certification and/or Advanced Degree (ie Masters Project Management)

• Bachelor’s degree or equivalent combination of education and experience

• 5+ years of experience in healthcare, pharmacy services and/or project management experience

• 3+ years of employee management in healthcare, pharmacy services and/or project management

• Proven track record of leading implementations in a healthcare environment.

• Strong background in process improvement methodologies.

• Exceptional project management skills with experience in cross functional program implementations.

KNOWLEDGE, SKILLS & ABILITIES:

• Strong communication skills, both oral and written. Must possess good interpersonal skills and the ability to communicate status, risk and opportunities in a timely and effective manner.

• Strong organizational skills. Support of multiple, parallel projects requiring detailed task coordination and tracking.

• Serve as a subject matter expert on project management tools and techniques.

• Create and/or update project management records such as project plans, meeting notes, lessons learned, risk analysis, project metric reporting, etc.

• Ability to prioritize work, meet deadlines and make effective presentations.

• Experience working in a team-oriented, collaborative environment.

• Proficiency in MS Project, MS Office, including Visio

• Enthusiasm for implementation and process improvement.

• Analytical and problem-solving capabilities.

• Commitment to standardization and best practices in service delivery.

• Adaptable and resilient in a fast-paced, evolving healthcare environment.

• Collaborative with the ability to maintain positive and professional relationships.

PHYSICAL DEMANDS:

• Location of job activities 100% inside

• Extensive manual dexterity (keyboarding, mouse, phone)

• Use of phone for communication

• Noise and/or vibrations exposure

• Sit for prolonged periods of time

• Occasionally stoop, kneel, and crouch

• Ability to travel out of state 20%

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

The actual compensation for the position may vary based on market differences and on factors such as skills, experience, qualifications and can vary based on location and/or work schedule. In addition to base pay, CareTria offers a comprehensive benefits package. Full-Time benefits include access to health, dental, and vision insurance; retirement plan options; paid time off; paid parental leave; employee assistance programs; and other perks. Eligible employees may also have access to performance bonuses.

CareTria is an Equal Opportunity Employer.