Lead Program Manager Consumer Home
Baylor Scott & White Health

Job Info

Lead Program Manager, Consumer Home



Baylor Scott & White Health (BSWH) is actively investing and expanding its digital footprint to transform how health care is delivered and create a meaningful, customer-for-life experience. The Digital Studio is central to BSWH’s overall strategy and mission by delivering industry leading, award-winning products that elevate the patient experience. We believe that building world class products starts with assembling the right teams, which is why we are focused on bringing in high-quality talent that complements our team dynamics and adds to our culture. Our new state-of-the-art building in downtown Dallas, ushers in a new era of collaboration and inspiration rarely seen in healthcare.

As the largest not-for-profit healthcare system in the state of Texas, Baylor Scott & White’s patients and members span the continuum of racial, ethnic, gender, and socioeconomic diversity. The Digital Studio upholds both an ethical and practical support of diversity within its team. We believe that diverse perspectives, which reflect the broad ecosystems from which our patients and members come, within the Digital Studio allow us to approach digital transformation with greater consumer-centricity and to innovate on behalf of users with greater empathy and efficiency. We encourage all diverse candidates to apply for consideration, as your inherently valuable perspectives allow us to better serve our stakeholders.


About Baylor Scott & White Health - Consumer Home

Traditional 'come to us' healthcare is inconvenient, complex, and cumbersome for consumers. BSWH is redesigning care around the consumer to be convenient, simple, and easy to use. The changing nature of consumer expectations and market disruption in healthcare has led to BSWH introducing convenient in-home care options that empower consumers to take control of their health. The Consumer Home team is an integral part of Baylor Scott & White Health’s strategy to revolutionize healthcare. The team is designed to elevate BSWH as a leader in healthcare innovation. Our primary goal is to work backwards from the customer to identify pain points, design innovative solutions that bring care into the home, and iterate on our programs to strive for continual improvements to the customer experience.

The Lead Program Manager - Consumer Home role will involve defining, launching, and driving improvement to a suite of programs centered around care delivered at the home. The Lead Program Manager is required to work across the organization, think strategically, and make data driven decisions to find solutions to complex problems. This role requires driving efforts, both independently and as part of larger project teams, and have a significant impact.

A successful candidate will have a strong bias for action, the ability to operate independently, work with many cross functional teams, is comfortable analyzing and interpreting data, and is detail oriented. This is a highly visible role that requires partnering with clinical teams, legal, accounting, finance, and technical teams. This role requires experience and capability to create and present documentation for senior executives. Excellent written and verbal communication skills are essential.


Roles and Responsibilities

  • Work with a team of Subject Matter Experts to gather/establish requirements for clinical programs.
  • Work with multiple teams to design detailed process flows, identify risks, gather data points, convert into business logic, and submit business requirements to the lead product manager.
  • Manage complex cross-functional projects/goals. Accelerates progress by driving timely decisions. Able to spot risks, ask the right questions. Clears blockers, escalates appropriately. Makes trade-offs: time vs. quality vs. resources.
  • Work closely with internal product and project teams to design scalable and auto-resolution solution.
  • Establish and execute on the work breakdown structure.
  • Establish and execute plan for post go-live reporting, program monitoring, and change management.
  • Stakeholder Management - Conduct weekly performance and status meetings with stakeholders to develop and ensure adherence to action plans that have been communicated to executive leadership.

Experience and Qualifications Required

  • Required: Bachelor’s degree in Business, Operations, or Hospital Administration
  • Preferred: Master’s degree in Business, Operations, or Hospital Administration
  • Minimum 5 years of relevant experience in healthcare technology transformation, program management, or consumer product development organizations.
  • Proven track record of successfully supporting launch of programs to meet customer needs, including scaling pilot programs to enterprise adoption.
  • Experience working with multiple stakeholders.
  • Experience with commitment towards goals and outcomes and to ensure Customer Experience metrics are maintained.
  • Excellent communication skills across all channels: verbal, written, visual presentations.
  • Proven experience translating consumer market and business requirements to solution recommendations.
  • Proven experience managing 3rd party vendors to deliver on scope of work and operational SLAs.

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