CareFirst Careers

Technical and Opertaional Support Program Director

Resp & Qualifications

PRINCIPAL ACCOUNTABILITIES:  This Program Director Technical and Operational Support role will exist within the Provider Integration, Delivery & Support department reporting to a Director or Sr. Director with matrix relationship to Business SVPs, TOS VPs/SVPs to provide the quality on-time execution of highly complex, multiple projects and/or programs related to new and optimized business capabilities.  The incumbent is responsible for both strategic and tactical interface with senior level management from all areas of the company to provide solution planning, delivery, deployment, risk management and operation readiness in several key areas including the core administrative platforms as well as those electronic capabilities that face out to Providers, Brokers and Employers. Using a deep understanding of IT services and capabilities, combined with a solid understanding and connection to the business, the role will be accountable for working with the business areas to carry forward the business needs and concepts (the “what”) and work with IT to determine the “how” in terms of a solution.  The incumbent will be consulting within all of the enterprise technologies and architectures, various software, vendors and trading partners and must be the expert on heavily integrated systems that cut across all lines of business.  Duties would include, but are not limited to, the following:

Execute Delivery of High Priority Corporate Initiatives: Transitions initiative from idea and business need and requirements to solution through the SDLC process and deliver significant operational improvement, acting as change agent to the organization. Provides leadership to the full project management life cycle and software development life cycle for implementation of highly complex, large scale enterprise wide, strategic IT and business corporate initiatives. Ensures efficient and high quality installation of new software and/or systems enhancements, and monitors all technical aspects of implementing projects.  Provides support in identifying the appropriate solutions required by the user areas; assists IT Leadership in performing a needs analysis of the relevant business areas and in matching user needs to system capabilities to ensure the new system is easily and quickly integrated into the client’s business environment.

  • Tracks initiatives and production against infrastructure capacity (workload, systems resources) and make recommendations to changes in scope and schedule to ensure optimal execution of all approved initiatives.

  • Establishes, maintains, and manages the program schedule, reflecting WBS, dependencies, key milestones, critical path, risk mitigation, evolving challenges, and customer needs.

  • Establishes and proactively manages program budget according to established CareFirst best practices. Prepares, submits, negotiates and incorporates scope change orders as program evolves.

  • Identifies, categorizes and proactively manages program risks using a structured approach.

  • Leads the program team, including suppliers, to effectively execute the program plan and successfully deliver within budget and on schedule.

  • Conducts internal and external program and technical reviews, status meetings, and reports.

  • Leads the development of business solutions using business architecture, process modeling, joint application development (JAD) sessions and rapid prototyping to define business requirements

  • Leads and mentors highly skilled business architect and requirements analyst professionals.

  • Maintains a business definition of assigned Provider Facing applications which supports the strategic direction of the organization and near-term needs of our customers.

  • Sets the direction for business requirements and process modeling methodologies, requirements management and process modeling tools, and ensuring all their associates are trained and consistently following the methodologies defined.

  • Ensures the quality of software releases by ensuring standard requirements methodologies are followed and requirements traceability provided. Manages staffing requirements within the team to ensure that each is consistent and adequate to meet the division’s strategic objectives.

  • Ensures technical development and corresponding integration of applications (custom built or COTS)/system processing in support of program goals.   

  • Develops release / deployment strategy and tactical deployment plans; including inventory and rationalization of all projects, whether proposed or underway; Accelerates, decelerates or cancels projects as appropriate.  Manages and prioritizes new projects or new requirements, including change orders.

  • Monitors and reports to management on the progress of all project activity within the program, including significant milestones, and any conditions, which would affect project cost or schedule.  Establishes weekly meeting to review project status and formulate action items. 

System Optimization and Vendor Oversight: Ensures that all corporate platforms are supporting internal business areas as well as third party vendors’ business processes in the most efficient and effective manner resulting in continuous improvement. Accountable for multiple RFPs and SOWS to support and track vendor performance. Provides guidance in the development of third party vendor requirements and support day-to-day activities. Ensures organizational readiness in provider facing operations to assume business responsibility and ownership when the corporate program effort is completed for all implementations.  Drives efficiencies through electronic data exchange. Directs vendors to ensure SLAs and deliverables are defined and met, ensuring that expected value is realized. 

Enforces continuous process improvement practices through the use of concepts such as product management, business process modeling and architecture, prototyping, use cases, usability techniques, knowledge management, root-cause-analysis, and performance metrics. Stays current on recent developments in business architecture, requirements methodologies and tools, business process modeling and tools, and industry best practices to continue to evolve the organization’s business expertise in order to better support our customers’ current and future needs. 

Strategic Direction:  Supports Director, Sr. Director and/or TOS VP in delivering provider-facing corporate wide technology review to support future needs of company business processes. Provides insight, functional expertise, technical expertise, and knowledge of the business operations, strategies, priorities and business requirements to support the technical direction of the business area.  Forges relationships with both IT and the business to understand issues and concerns, provides the correct level of support, and proactively identify business opportunities.

Staff Management:  Manages project and/or program managers and business/systems analysts within assigned program and/or project. Assigns responsibility for executing project plans to key subordinates after careful assessment of how to utilize their qualifications and strengths.  Reviews staffing goals and expectations to ensure that each is consistent and adequate to meet department goals.  Evaluates performance of direct reports, generates development plans and sets goals within the context of the corporate policy.  Provides coaching, counseling and motivation to team members ensuring staff has the appropriate tools and training. Due to high volume of matrixed resources, provides feedback and performance input to direct managers where appropriate.

SUPERVISORY RESPONSIBILITY: Leads a matrix team of 30-50 associates and contractors.  May have a small number of direct reports.

QUALIFICATION REQUIREMENTS:

Required Experience, Abilities, Skills: Bachelors degree in Computer Science, Business, or Engineering or equivalent work experience required.  Minimum of 8-10 years of IT and business experience in large business transformation - strategic planning, development, implementation, and maintenance of systems, across multiple enterprise-wide hardware and software platforms.  Previous technical management and delivery experience in a dynamic high-technology environment is a key to success in this position.  

  • Progressive broad-based information systems experience (which could include consulting) with state-of-the-art hardware and software systems; knowledge and implementation experience in new computing architectures and networked computing struc­tures.  Ability to grasp technological opportunities and apply them to business opportunities and requirements.
  • Experience in project management and execution of multiple enterprise-wide development projects, particularly as a delivery lead on systems development, with working knowledge in all aspects of the systems development life cycle and project life cycle in a cross-functional environment.
  • Demonstrated leadership experience, during which two or more of the following occurred:
    • successfully developed and implemented new enterprise-wide technologies and work processes
    • demonstrated high competency in project management and the execution of multiple or large projects that cut across all lines of business.
    • demonstrated competency in strategic thinking and leadership with strong abilities in relationship management
    • demonstrated leadership of multidiscipline, high-performance work teams/groups
    • demonstrated competency in developing efficient and effective enterprise-wide solutions to diverse and complex business problems
    • successfully developed and implemented applications using new and emerging technologies
    • established a successful track record of managing joint IT/business teams through life-cycle phases

       

  • Strong analytical, problem-solving, and conceptual skills.
  • Ability to effectively adapt to rapidly changing technology and apply it to business needs.
  • Must be able to effectively work in a fast-paced environment with frequently changing priorities, deadlines, and workloads that can be variable for long periods of time.  Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence.  
  • Considerable experience supporting requirements and design for Business and IT centric projects using (where appropriate) leading-edge technology, and older legacy systems. 
  • Thorough knowledge and understanding of the company’s business practices and direction, busi­ness principles, and business processes, plus familiarity with the company’s products and resources.
  • Ability to create original concepts and take heuristic approaches to testing/refining existing theories and to develop new system approaches to solve problems and seize opportunities to sustain busi­ness success.   
  • Solid teamwork and interpersonal skills, with the ability to communicate and persuade customers, associates, and management at all levels and thrive in a cross-functional environment
  • Excellent oral and written communications; an ability to present and discuss technical information in a way that establishes rapport, persuades others, and gains understanding.  Experience in executive level reporting on strategic initiatives, developing and delivering effective executive presentations.
  • Excellent customer service and negotiation skills.  Must have the credibility and finesse to deliver honest messages to the CEO and others at the executive level on feasibility of program/project deliverables.
  • Proficient in MS Office, Project Management tools, Financial/budget management systems (Oracle, etc.).

    Broad experience in business analysis, requirements definition, business architecture, and process modeling. Must have relevant experience developing business solutions for mission critical projects using a business architecture and process modeling approach, joint application development (JAD) sessions and rapid prototyping to define new concepts to improve Provider products and services.  Experience leading and mentoring highly skilled business architect and requirements analyst professionals 

  • Experience in vendor management, including development of RFPs and SOWs and the tracking and monitoring of service level agreements.

Preferred: 

  • Specific experience with successful large-scale Program Management within a cross functional environment. 
  • In depth understanding of healthcare with extensive healthcare operations knowledge and experience including claims, service, network, eligibility, web technologies, self-service, electronic transaction requirements, outsource vendor management, and effective working knowledge of enterprise-wide business functions.
  • e-Commerce, web technologies experience, including portals and electronic data exchange. 
  • PMP certification.
  • Masters degree in business, IT or other related field.

Department

Department: Provider Technology Support

Equal Employment Opportunity

CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer.  It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Hire Range Disclaimer

Actual salary will be based on relevant job experience and work history.

Where To Apply

Please visit our website to apply: www.carefirst.com/careers

Closing Date

Please apply before: 6/13/2018

Federal Disc/Physical Demand

Note:  The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to perform work directly or indirectly on Federal health care programs.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to perform the essential duties and responsibilities of the position successfully.  Requirements may be modified to accommodate individuals with disabilities.

The employee is primarily seated while performing the duties of the position.  Occasional walking or standing is required.  The hands are regularly used to write, type, key and handle or feel small controls and objects.  The employee must frequently talk and hear.  Weights of up to 25 pounds are occasionally lifted.  Travel among CareFirst sites may be required.

Sponsorship in US

Must be eligible to work in the U.S. without Sponsorship

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