Knowledge Centered Service Program Manager

1 week ago

New Dayton, Canada Change Healthcare Full time

Opportunities at Change Healthcare, part of the Optum family of businesses. We are transforming the health care system through innovative technology and analytics. Find opportunities to make a difference in a variety of career areas as we all play a role in accelerating health care transformation. Help us deliver cutting-edge solutions for patients, hospitals and insurance companies, resulting in healthier communities. Use your talents to improve the health outcomes of millions of people and discover the meaning behind: Caring. Connecting. Growing together.

**Knowledge Centered Service Program Manager**

**Work Location**:

- "Fully Remote - Canada”

**Position**:
Enterprise Imaging is looking for a KCS Program Manager that will own & lead the continuous improvement of our Knowledge Centered Service (KCS). The KCS Program Manager will be responsible for generating a KCS culture that improves access and adoption of knowledge across the EI teams with a focus on Operations. This role will be responsible for internal knowledge workflows and KCS as best practice/methodology that maximizes success by driving a culture of creating, managing, and sharing knowledge among employees, agents, and customers. This role will lead the creation of a customer facing knowledge base program and integrate it with internal KCS workflows. As the KCS Program Manager, you have a solid understand that capturing and sharing knowledge is an integral part of the issue resolution and prevention workflow.

**Core Responsibilities**:

- The development, implementation and continued improvement of a KCS strategy across Global Support Organization and the EI organization as a whole.
- Implementing KCS strategy by creating plans and executing on deliverables in collaboration with the Global Support Leadership Team aligned to key metrics and goals.
- Establishing and driving regular meetings with key stakeholders to advise and educating around support optimization.
- Collaborating with customer support managers across global regions to define and deliver a comprehensive training program that incorporates key roles in the KCS strategy.
- Creating a culture of knowledge sharing by communicating the vision and shifting support teams to the role of proactive knowledge workers.
- Create a content strategy for customer facing knowledge, define roles/responsibilities and workflows to maintain content with appropriate controls
- Regularly reporting on defined KPI’s and insights as it pertains to the program to assist leadership to drive continuous improvement.
- Establishing clear accountability in all managers to make KCS a core competency integral to business success.
- Designing, implementing and creating a consistent experience that continuously improves the customer experience.
- Deploying and ensuring ongoing success of the KCS program for managing content (including new content development), maintenance strategies and KPI’s to measure effectiveness.
- Ensure visibility of knowledge workers into to the impact of their contributions and recommend appropriate rewards/gamification programs to encourage key knowledge behaviors for success.
- 5 years relevant work experience within KCS, or 3 years and a Bachelor's Degree or higher
- Demonstrated ability to manage cross-functional efforts within a matrix organization
- A track record of leadership and self-direction
- Ability to quickly identify a problem, propose a solution, and drive the resolution. Adaptable/Flexibility: Can quickly adjusts to changing business requirements and keep an open mind to alternative approaches
- In-depth understanding of the processes, procedures, and expectations of a technical support or customer support operation
- Experience with writing and maintaining detailed process/program documentation
- Experience implementing transformation programs and processes

**Preferred Qualifications**:

- Experience working in a financial environment is preferred.
- Experience turning complex information into compelling content
- Excellent documentation and communication skills and interpersonal relationship skills including negotiating and relationship management skills with ability to drive achievement of objectives
- Experience with a matrixed company or organization preferred
- Excellent verbal and written communication skills.
- Proven success adhering to and leading project schedules and managing moderately complex projects.
- Healthcare, Medical Device or Pharma industry experience preferred.

**Working Conditions/Physical Requirements**:

- General office demands

**Travel**:

- Potential for travel 0-10% for offsite meetings, conferences, and training sessions.
- Employees in roles that require travel will need to be able to qualify for a company credit card or be able to use their own personal credit card for travel expenses and submit for reimbursement.

**Unique Benefits**:

- Flexible work environments
- Ready, Set, Grow Career Development Center & access to Chang

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