Market Support Program Manager - CxC at AdventHealth

Date Posted: 8/29/2021


Job Snapshot

  • Job Schedule
  • Location:
    Orlando, FL
  • Date Posted:
  • Job ID:
  • Job Family
    Marketing & Communications
  • Shift
    1 - Day

Job Description


Market Support Program Manager – CxC | AdventHealth Corporate

Location Address: 60 Courtland St, Orlando, FL 32804

Top Reasons to Work at AdventHealth Corporate

  • Great benefits
  • Day 1 Health Insurance Coverage
  • Career growth and advancement potential

Work Hours/Shift:

  • Full-Time, Monday – Friday

You Will Be Responsible For:

  • Demonstrate through behavior AdventHealth’s mission, vision, values, and service standards as outlined in the organization’s Whole Care Experience training
  • Create an environment that assures the productivity, performance, and well-being of each employee within the role’s stewardship
  • Deliver on assigned program objectives within agreed upon time, budget, scope, and quality. Ensure sound project management practices within assigned projects
  • This position is responsible for the development, distribution, and maintenance of center of excellence level documentation that will be provided to regional teams.
  • By serving as a trusted advisor and partner, the Program Manager of Market Support will champion efforts that drive continual improvement in service delivery, improve processes, and drive measurable results for consumers and contact center leaders.
  • This role will require the ability to manage scope, timeline, budget, and quality for multiple regions and service lines simultaneously.

What You Will Need:

Education and Experience Required:

  • Bachelor’s degree and/or higher education level or completed coursework in business or health services administration
  • 3 to 5 years of relevant consulting, leadership or managerial level experience

Education and Experience Preferred:

  • Master’s degree in business administration, healthcare management, or associated field
  • Experience in contact center setting and/or supervisory duties

Knowledge and Skills Required:

  • Ability to articulate the mission of AdventHealth and the CxC
  • Experience and proven track record with large-scale change management in a healthcare setting
  • Strong verbal and written communication skills with a broad range of stakeholders in a matrixed environment
  • Ability to develop highly polished presentations and communications to facilitate change and alignment
  • Demonstrated ability to recognize priority tasks and balance multiple changing priorities both for self and program stakeholders with minimal supervision.
  • Proven team builder with experience in developing project plans
  • Proven ability to identify and lead standardization in complex, decentralized work environments
  • Effective at championing a compelling vision and leading by example, guiding teams through difficult transitions
  • Ability to lead or facilitate training and education
  • Personal integrity and an ability to work under stress
  • Detail oriented and highly motivated to go the extra mile to deliver exceptional quality and results
  • Strong organizational and coordination skills
  • Proficiency in Microsoft Suite programs
  • Proficiency in project management software such as Microsoft Project, Smartsheets, or ServiceNow
  • Technological aptitude to master additional programs and technologies, including CRM, telephony, electronic health records, and other potential systems

Job Summary:

The Program Manager is responsible for leading the execution of multiple initiatives within the newly established Consumer Experience Center (CxC). This role will lead analytical projects, contact center technology improvements, software enhancement requests, telephony updates, contact center best practice process enhancements, and other related initiatives within the CxC. The Program Manager of Market Support will serve as the point of contact and liaison between regional contact centers and new service lines. Beginning with intake and ramp up, this Program Manager will be tasked with establishing customized project timelines, establishing onboarding processes, facilitating the tracking and resolution of risks/issues encountered, promptly resolving action items, and providing regular reporting to both centralized and regional leaders.

The Program Manager will also assist with support of ongoing operations, collaborating with business owners and contact center leaders to identify areas of improvement. As required, this individual will manage ad hoc projects, collaborating with key stakeholders within the contact center and throughout AdventHealth departments. As such, this role will involve large quantities of project planning, project management, process improvement, and workflow optimization activities. The role involves enterprise-wide complexities and requires a high level of organization, relationship management, and strategic tactical thinking. The Program Manager of Market Support position requires excellent communication and interpersonal skills with a diverse and complex stakeholder groups. The ideal candidate will be highly organized and able to work independently. Candidates who have shown expertise in managing two or more complex projects simultaneously and have worked in healthcare, contact centers, and/or technology management will be preferred.

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.

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