Exchange Operations Program Manager

DC Department of Human Resources; Washington (District of Columbia); On-site; USD 120,000 - 170,000; Full time

Job summary

District of Columbia Health Benefit Exchange Authority (HBX) seeks a senior Exchange Operations Program Manager to lead SHOP account management and GA relations, directing two teams to support small businesses, employees, brokers, and broker agents in the District. The role requires extensive management experience and the ability to drive policy-aligned operational improvements.

The manager will coordinate with HBX IT, EDI, Legal, and carrier partners, set performance goals, and ensure superior

Qualifications

• Experience leading multiple teams and programs.
• Ability to translate policy into operational processes.
• Strong communication with internal and external partners.

Responsibilities

• Direct two case management teams serving small businesses, employees, brokers and broker agents in DC.
• Oversee two supervisors and ~10 program analysts, case managers, and team leads.
• Coordinate with HBX IT, EDI, Legal and carrier partners to resolve escalated issues.
• Develop and manage performance goals to improve customer service and efficiency.
• Lead engagement with brokers and general agencies to strengthen partnerships.
• Collaborate on system development projects and manage test plans and defects.

Skills

Leadership

Strategic thinking

Analytical skills

Stakeholder management

Communication

Job description

DCHBX Social Justice Values Statement

We believe in social justice and the power of diversity, equity, and inclusion, and are committed to fighting longstanding discrimination, racial injustice, and systemic racism to contribute to a more just and equitable future for our workforce, our customers, and our partners.

DCHBX Social Justice Values Statement

We believe in social justice and the power of diversity, equity, and inclusion, and are committed to fighting longstanding discrimination, racial injustice, and systemic racism to contribute to a more just and equitable future for our workforce, our customers, and our partners.

SUMMARY:

The Exchange Operations Program Manager is a senior level position that directs two case management teams supporting small business employers, employees, brokers and broker agents in the District.

Job Description

This position is located in the District of Columbia Health Benefit Exchange Authority. The mission of HBX is to implement a health care exchange program in the District of Columbia in accordance with the Patient Protection and Affordable Care Act (PPACA) of 2010 and the District of Columbia Health Benefit Exchange Authority Establishment Act of 2011, thereby ensuring access to quality and affordable health care to all District of Columbia residents. This position is within the Partnerships and Marketplace Operations, Small Business Health Options Program (SHOP) team. The Exchange Operations Program Manager leads the SHOP Account Management and General Agency (GA) Relations teams. The Account Management team is responsible for providing tier two-level case management services to small businesses seeking to provide health and dental insurance to their employees through DC Health Benefit Exchange’s online marketplace, dchealthlink.com. The GA Relations team leads the agency’s engagement with brokers and general agency partners and provides case management services on behalf of their employer clients. The Exchange Operations Program Manager is responsible for overseeing 2 supervisors and approximately 10 program analysts, case managers, and team leads tasked with assisting small businesses and their employees as they explore coverage options in the marketplace, including resolving technical issues that have an impact on enrollment. The Manager will also collaborate with the IT team at HBX on system development projects. The manager will support system operations and maintenance tasks, including the development and execution of test plans, and managing the tracking and resolution of system defects. In addition, the Manager serves as a liaison with Congressional benefits offices and is responsible for addressing policy and operational issues for Congressional employee enrollment. The manager is responsible for coordinating with internal stakeholders (HBX IT, EDI, Legal teams) and carrier partners to resolve escalated customer support cases. The Manager is responsible for setting the direction of the teams. The Manager is responsible for developing and managing performance goals so the teams are able to provide superior customer service to District businesses while improving processes, procedures, and systems changes to advance the agency’s administrative, managerial and operational efficiency. The manager will support initiatives focused on developing and strengthening the agency’s engagement with brokers and general agencies. The Exchange Operations Program Manager must have knowledge of the Affordable Care Act, familiarity with the private health insurance market, extensive management experience, and demonstrated leadership skills. The Exchange Operations Program Manager must have the ability to think critically and analytically about technical systems in order to resolve problems.

Collective Bargaining Unit:

This position is not a part of a collective bargaining unit.

Duration of Appointment:

MSS At-Will. Positions in the Management Supervisory Service (MSS) serve at the pleasure of the appointing authority and may be terminated at any time with or without cause.

Position Destination:

This position has been deemed Security Sensitive under the guidelines of the DC Personnel Manual. Incumbents of this position are subject to enhanced suitability screening pursuant to Chapter 4 of the D.C. personnel regulations. Accordingly, incumbents must successfully pass a criminal background and consumer credit check as a condition of employment and will be subject to periodic criminal background checks for the duration of their tenure.

EEO Statement:

The District of Columbia Government is an Equal Opportunity Employer. All qualified candidates will receive consideration without regard to race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, family responsibilities, matriculation, physical handicap, or political affiliation.

Perform other duties as assigned.