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Customer Solution Center Project Manager I

Job Category: Customer Service

Department: Office of CSC Excellence

Location:

Los Angeles, CA, US, 90017

Position Type: Full Time

Requisition ID: 11566

Salary Range: $60,778.00 (Min.) - $75,950.00 (Mid.) - $91,166.00 (Max.)

Established in 1997, L.A. Care Health Plan is an independent public agency created by the state of California to provide health coverage to low-income Los Angeles County residents. We are the nation’s largest publicly operated health plan. Serving more than 2 million members, we make sure our members get the right care at the right place at the right time.

Mission: L.A. Care’s mission is to provide access to quality health care for Los Angeles County's vulnerable and low-income communities and residents and to support the safety net required to achieve that purpose.

Job Summary

The Customer Solution Center (CSC) Project Manager I partners and collaborates with Project Manager II in organizing ongoing projects and process improvement efforts. This position involves (but not limited to): monitoring project plans, schedules, work hours, analyzing, maintaining and managing data reports, manage UAT and regression testing processes and procedures in collaboration with IT and all necessary departments. Ensures that deliverables are completed and on time by conducting thorough follow-up and holding stakeholders accountable to deliver tasks on time.

Maintains and manages the updates and modifications to Departmental Desk Level Procedure and and Policies accurately and on time by partnering with the CSC Project Team, Subject Matter Experts, Operational Assurance, Legal, Compliance and stakeholders within CSC and other departments as appropriate

Duties

Collaborates with and supports cross-functional project teams and advise on project management frameworks to meet deadlines and closing projects on time and within scope.

Actively acts as secondary to the Project Manager II in supporting a CSC Department and work as the primary Project Manager for projects as needed for CSC. Ensures alignment.

Builds cross-functional relationships and partnerships across the organization as appropriate and needed to complete projects assigned.

Analyzes and identifies project-related dependencies, risks and issues and escalates accordingly. Proposes creative and feasible mitigation strategies based on knowledge, research and experience.

Utilizes data reports to identify gaps, discrepancies and trends.

Writes and gathers project requirements from stakeholders and collaborates with vendors, L.A. Care (LAC) management, CSC Project Team and Subject Matter Experts (SME) as appropriate.

Ensures that deliverables are completed and on time by conducting thorough follow-up and holding stakeholders accountable to deliver tasks on time.

Maintains and manages the updating and modifying of Departmental Desk Level Procedures and Policies accurately and on time by partnering with the CSC Project Team, Subject Matter Experts, Operational Assurance, Legal, Compliance and stakeholders within CSC and other departments as appropriate.

Completes accurate documentation of business workflows and processes and project plans in collaboration with CSC Project Team and CSC Leadership as appropriate.

Manages UAT and regression testing processes and procedures in collaboration with IT and all necessary departments.

Duties Continued

Ensures that all testing is documented and completed appropriately by obtaining approval and sign-off from business partners. Maintains and manages accurate working knowledge of product line contracts, regulations, requirements, and obligations and ensure responsible business units are compliant with requirements by contributing towards and supporting state audits as led by CSC Leadership and Compliance as needed. Manages and maintains process evaluation and improvement activities and analysis and research activities in areas such as customer satisfaction and applies best practices as needed to support the Project Team and CSC Leadership. Creates and manages project schedules by accurately assessing scope and estimating budgets and timelines. Manages and follows up on any deliverables or action items from stakeholder meetings as appropriate. Escalate as needed. Perform other duties as assigned.

Education Required

Associate's Degree

In lieu of degree, equivalent education and/or experience may be considered.

Education Preferred

Bachelor's Degree

Experience

Required:

At least 2 years of project coordination experience or process improvement.

At least 2 years of project management experience (i.e. leading and managing small to medium sized projects).

At least 1 year of experience with SDLC (Software Development Life Cycle).

Skills

Required:

Moderate to Advance Competency in Microsoft applications including Word, Excel, Powerpoint, Outlook, Visio and Sharepoint.

Capacity to understand backend database languages.

Exceptional verbal, written and presentation skills.

Exceptional ability to collaborate and build partnerships.

Ability to work effectively both independently and as part of a team.

Ability to produce deliverables and tasks on time.

Experience in document management, transcription, and other administrative procedures.

Ability to work on tight deadlines.

Licenses/Certifications Required

Licenses/Certifications Preferred

Project Management Certificate

Certified Associate in Project Management (CAPM)

Required Training

Preferred:

MS Sharepoint, MS Visio and MS Project

Physical Requirements

Light

Additional Information

Salary Range Disclaimer: The expected pay range is based on many factors such as geography, experience, education, and the market. The range is subject to change.

L.A. Care offers a wide range of benefits including

• Paid Time Off (PTO)

• Tuition Reimbursement

• Retirement Plans

• Medical, Dental and Vision

• Wellness Program

• Volunteer Time Off (VTO)