at HealthEdge Software Inc in Dover, Delaware, United States
Overview Sr. Operations Manager, Digital Adoption
The Digital Adoption Team ( DAT ) works closely with internal and external stakeholders toidentifyand promote customer digital adoption initiatives and digital transformation within theWellframeplatform.Reportinginto theVice President ofDigital Adoption,this rolewill support our clinical subject matter experts executing on adoption activities and initiativespertaining toour Digital Care Management ( DCM ) solution.This includes the management ofteam initiatives and cross-functionalprojects, as well as internalprocess development, documentation,collateraldevelopmentandknowledgemanagement.This role willestablishitself as the subject matter expert for our team's activitiesand supportthe expansion of DAT services. TheSr. Operations Managerwilldriveefforts toestablishstandardized DAT activities, including backlog management, project management, process improvement and how weinterfacewith other teams.
This role will partner closely with internal teams, including Customer Success, Content, Product, and Data Science. Throughout the course of the customer life cycle,the Sr. Operations Manager will, in partnership withthe DigitalAdoption Partners, be a source of knowledge on customer behaviors. S/he will collect and proactively relay information based on clients' activities and experiences to theWellframeinternal teams and derive opportunities for product and service enhancement. Staff adoption support and customer analyses will vary in scope and complexity but the Sr. Operations Manager will consistentlydemonstrateexceptional project management skills, attention to detail, and a commitment toWellframeand customer success.
About Wellframe:
With Wellframe, we reimagine healthcare relationships through a new approach that uses high-tech to deliver the high-touch support people need, when and where they need it. We call it Digital Health Management. Our comprehensive suite of Digital Health Management solutions for care management, advocacy, and navigation help organizations forge more meaningful connections with members, across their healthcare journey. Wellframe was founded to counter a pressing industry problem: the healthcare system has struggled to find ways to support people in between care settings, at scale. We believe health plans are in the best position to advocate for their members as they navigate their health and care, but know that technology alone can't help us achieve this ambition. That's why our team of physicians, clinicians, public health experts, data scientists, engineers, and healthcare industry experts ensure our patented technology works in service of the person-to-person connections that make healthcare work best. The complete suite of solutions from HealthEdge delivers a digital foundation for payers specifically designed to fuel a digital transformation, reduce costs, and improve both clinical outcomes and the member experience.
What you will do:
+ Scale, Standardize and Maintain Internal Team Processes (30%)
+ Develop a process for DAT backlog and project management; should include approach for managing incoming requests, tracking critical dates, individual task delegation, and source for supportive documentation and collateral.??
+ Track,monitorand report on team activity/project allocation to DAT leadership;identifyquarter over quarter trends to help inform team opportunities, resourcing needs and investments.??
+ Collaborate with Adoption SMEsand cross-org teamsto develop andmaintaininternalteamprocesses andplaybookdocumentation
+ Proactively work to gain insight into inefficiencies or knowledge gaps in our customer support processes,in order tomaximize efficient internal communication, maximize clarity in the customer's experience, and minimize inefficient internal workflows.??
+ Partner withDAT leadership toestablishprocess forassessing the impact ofDAT on customer successand analyzingthe effectiveness ofspecific DATactivities
+ ProjectManagementofInternal &Cross-TeamInitiatives(30%)?
+ Prioritize simultaneous projects in progress based on shifting team/company priorities; support resource management
+ Continuous oversight of project deliverables and dependencies to ensure on-time execution and effective cross-team collaboration
+ Track and communicate progress and decisions, triage issues to the appropriate team member and ensure effective issue resolution and/or action
+ Contribute to digital adoption team strategy and priorities by partnering with cross functional teams to identify areas of opportunity.
+ Knowledge Management & Enablement (40%)
+ Establish comprehensive understanding of the knowledge and learning needs across our key stakeholders, including internal teams, customer decision-makers andend-users
+ Facilitate the capture,documentationandcollateral developmentof criticalSMEknowledge; material development should beinformed by our stakeholder learningneeds
+ Organize and classify knowledge assets to maximize their usability and accessibility across internal and externalstakeholders
+ Partner closely with our project management organization, including our training team, tooptimizeexisting knowledge management processes and ensure alignment acrossinitiatives
What you bring:
+ Master's degree in healthcare administration, public administration, public health, health communications, or a related field.
+ 7-10+ years of work experience in health care customer management,change managementor project management??
+ Strong understanding of payer, provider, and other key stakeholders in the healthcare market landscape?
+ A self-starter who can manage their own daily workload, operate well under pressure, and balance competing priorities.
+ Exceptional written, verbal, and presentation skills; experience developingvisual and written collateralfor a variety of stakeholders and learningneeds
+ Successful communicator with a demonstrated ability to deliver complex projects involving multiple stakeholders at different levels of the organization
+ Strong interpersonal skills with a desire to understand and serve the multi-dimensional needs of our customers – those of their business, their clinicalteamsand their patientpopulations?
+ Adept problem-solver motivated to deliver high value solutions for our customers; detail-oriented, curious and driven
Nice to have:
+ Experience using Jira and Confluence?
+ Experience with enterprise CRM solutions such asSalesforce?
+ Experience with data analysis and BI Tools such asLooker?
+ Ability and willingness to dig into analytics toidentifytrends and opportunities broadly, and at the specific customerlevel?
Wellframe, Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status or any other characteristic protected by local, state, or federal laws, rules, or regulations.
Geographic Responsibility:While Wellframe is located in Boston, MA you may live anywhere in the U.S.
Type of Employment:Full-time, permanent
Travel%:
FLSA Classification ( USA Only):Exempt
Budget/Revenue Responsibility:
Work Environment:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:?
+ The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
+ Work across multiple time zones in a hybrid or remote work environment.
+ Long periods of time sitting and/or standing in front of a computer using video technology.
+ May require travel dependent on company needs.
The above statements are intended to descr
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