Program Manager IV, Appointing System Optimization

Kaiser Permanente Northwest; Portland (OR); Hybrid; USD 111,000 - 144,000; Full time

Job summary

Kaiser Permanente Northwest seeks a Program Manager IV to optimize appointing workflows and improve member experience. This role partners with clinical, call center, and IT teams, working in EPIC Cadence and MyChart to simplify appointment access for patients.

Leads medium-to-large programs, manages risks, and coordinates multi-stakeholder efforts from initiation through close-out, ensuring policy compliance and effective vendor relationships.

Qualifications

• Bachelor's degree and 5+ years PM experience or 8+ years PM with 2+ years program mgmt.
• Minimum 1 year in a leadership role, with or without direct reports.

Responsibilities

• Lead medium-to-large programs with multiple workstreams and cross-functional stakeholders.
• Monitor risks, issues, and progress; develop mitigation plans.
• Manage program finances and vendor performance; support SLA and contracts.
• Ensure adherence to policies and change management activities.

Skills

Cross-Group Collaboration

Ambiguity/Uncertainty Management

Attention to Detail

Communication

Critical Thinking

Decision Making

Dependability

Diversity, Equity, and Inclusion

Drives Results

Facilitation Skills

Health Care Industry

Influencing Others

Integrity

Learning Agility

Organizational Savvy

Problem Solving

Teamwork

Topic-Specific Communication

Education

Bachelor's degree

Tools

Project Management Tools

Job description

• Cross-Group Collaboration

The Program Manager IV, Appointing System Optimization position will seek opportunities and effective strategies for improvement with a focus on improving member experience. This role is a liaison and support person between our clinical needs, contact center needs and IT, specific to our appointing and scheduling workflows. Work heavily in EPIC, primarily Cadence and MyChart, to identify ways to make it easier for our patients to get appointments through our call center and online.

Job Summary

Manages medium-to-large scale programs or components with multiple workstreams and strategic business goals across departments, functions, or regions with responsibility and accountability for achieving program outcomes from initiation to close-out in an extended or open-ended time frame. Leads the work of program teams by coordinating and monitoring internal and/or external resources. Proactively monitors and identifies program risks, issues, and trigger events by developing mitigation plans and strategies. Monitors compliance of program activities by ensuring program plans and team members adhere to relevant policies and procedures. Ensures the alignment, buy-in, coordination, and support of diverse program stakeholders. Assists with reviews of vendor performance levels, ensures service level agreements are met, and assists with contract negotiations with vendors.

Essential Responsibilities

• Promotes learning in others by proactively providing and/or developing information, resources, advice, and expertise with coworkers and members; builds relationships with cross-functional/external stakeholders and customers. Listens to, seeks, and addresses performance feedback; proactively provides actionable feedback to others and to managers. Pursues self-development; creates and executes plans to capitalize on strengths and develop weaknesses; leads by influencing others through technical explanations and examples and provides options and recommendations. Adopts new responsibilities; adapts to and learns from change, challenges, and feedback; demonstrates flexibility in approaches to work; champions change and helps others adapt to new tasks and processes. Facilitates team collaboration to support a business outcome.
• Completes work assignments autonomously and supports business-specific projects by applying expertise in subject area and business knowledge to generate creative solutions; encourages team members to adapt to and follow all procedures and policies. Collaborates cross-functionally and/or externally to achieve effective business decisions; provides recommendations and solves complex problems; escalates high-priority issues or risks, as appropriate; monitors progress and results. Supports the development of work plans to meet business priorities and deadlines; identifies resources to accomplish priorities and deadlines. Identifies, speaks up, and capitalizes on improvement opportunities across teams; uses influence to guide others and engages stakeholders to achieve appropriate solutions.
• Manages medium-to-large-scale programs or components with multiple workstreams and strategic business goals across departments, functions, or regions with responsibility and accountability for achieving program outcomes from initiation to close-out in an extended or open ended time frame. Develops, analyzes, and manages increasingly complex program plans which include scope identification and management, schedule, inter-dependencies, and resource forecast. Manages and monitors program financials for medium-to-large-scale programs. Monitors program performance to ensure programs effectively deliver maximum long term value or benefit to the organization, and makes adjustments as needed in an uncertain environment where scope may be fluid. Manages program activities related to organizational change management (e.g., development and execution of user adoption, implementation, and training plans) as defined by the program. Drives allocation of resources, establishes schedules, and task assignments to ensure established program management practices are in place. This role may perform project management duties in addition to program management responsibilities.
• Leads the work of program team members. Requests and coordinates internal and/ or external resources based on the alignment of team member skills and program demands. Promotes program vision and objectives with program team.
• Proactively monitors and identifies program risks, issues, and trigger events by developing mitigation plans and strategies; and resolving or escalating risks or issues as appropriate.
• Monitors adherence of program activities to policies and procedures by ensuring program plans and team members follow KP, departmental, and/or business line policies and procedures.
• Ensures the alignment, buy-in, and coordination of diverse program stakeholders by building rapport with stakeholder teams, third party vendors, and senior management; and clarifying accountability and authority across stakeholders. Identifies and works closely with stakeholders, ensuring all appropriate stakeholders are represented and included. Provides insight to key stakeholders and program sponsors by developing program goals, setting the prioritization of deliverables, discussing involvement of business processes (e.g. program change management, communication) and facilitating decisions necessary for program delivery. Communicates tough issues to stakeholders while maintaining an independent opinion, providing recommendations, delivering presentations, and providing reports to various senior audiences. Engages with senior stakeholders to identify long term value to the organization and define success.
• Assists with reviews of vendor performance levels and ensures service level agreements are met. Partners with Procurement and/or Legal to develop service level and/or scope of work agreements as appropriate. Assists with contract negotiations with vendors and reviews program invoices submitted by vendors for accuracy.

Knowledge, Skills and Abilities: (Core)

• Ambiguity/Uncertainty Management
• Attention to Detail
• Business Knowledge
• Communication
• Critical Thinking
• Cross-Group Collaboration
• Decision Making
• Dependability
• Diversity, Equity, and Inclusion Support
• Drives Results
• Facilitation Skills
• Health Care Industry
• Influencing Others
• Integrity
• Learning Agility
• Organizational Savvy
• Problem Solving
• Short- and Long-term Learning & Recall
• Teamwork
• Topic-Specific Communication

Knowledge, Skills and Abilities: (Functional)

• Applied Data Analysis
• Change Management
• Conflict Resolution
• Financial Acumen
• Managing Diverse Relationships
• Negotiation
• Project Management
• Project Management Tools
• Quality Assurance Process
• Risk Assessment
• Service Focus
• Strategic Program Management

Minimum Qualifications

• Minimum one (1) years experience in a leadership role with or without direct reports.
• Bachelors degree from an accredited college or university and minimum five (5) years experience in project management or a directly related field, including minimum two (2) years program management experience OR Minimum eight (8) years experience in project management or a directly related field, including minimum two (2) years program management experience.

Preferred Qualifications

• Three (3) years of experience working with labor relations.
• Three (3) years of experience working with learning and curriculum development.

Kaiser Permanente is an equal opportunity employer committed to fair, respectful, and inclusive workplaces. Applicants will be considered for employment without regard to race, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic or status.

Primary Location: Oregon,Portland,Nicolai Service Center

Scheduled Weekly Hours: 40

Shift: Day

Workdays: Mon, Tue, Wed, Thu, Fri

Working Hours Start: 08:00 AM

Working Hours End: 05:00 PM

Job Schedule: Full-time

Job Type: Standard

Worker Location: Remote

Employee Status: Regular

Employee Group/Union Affiliation: NUE-PO-01|NUE|Non Union Employee

Job Level: Individual Contributor

Department: Po/Ho Corp - Office Group President-MOC - 0308

Pay Range: $111400 - $144100 / year

Kaiser Permanente strives to offer a market competitive total rewards package and is committed to pay equity and transparency. The posted pay range is based on possible base salaries for the role and does not reflect the full value of our total rewards package. Actual base pay determined at offer will be based on labor market data, internal alignment, and a candidate's years of relevant work experience, education, certifications, skills, and geographic location.

Travel: No

Work Setting: Remote

Worker location must align with Kaiser Permanente's Authorized States policy.

Kaiser Permanente is an equal opportunity employer committed to fair, respectful, and inclusive workplaces. Applicants will be considered for employment without regard to race, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic or status.