Solutions Manager (BPO Healthcare)

As part of the Global Commercialization Organization, the role works directly with the Solution Domain Director as a business partner to develop and drive solutions across our capability value chain in support of our commercialization strategy.

Primary Duties

• Works closely with the Solution Domain Director and the in-country delivery team(s) to develop a tailored proposal for a client.
• Has and in-depth understanding of contact center or clinical operations and all processes necessary to deliver the solution
• Documents all processes and experience journeys for their solution.
• Understands and documents all historic and in-flight transformation initiatives and can translate them into opportunities for new customers.
• Reviews overall solution performance reporting and identifies variances and potential causes.
• Identifies best practices that can be introduced across clients.
• Supports building the operating and pricing model for a client and through review and approval from the local delivery team.
• Lead consultative partnership with clients to map as-is operations, Process Maturity Modelling, Due-diligence Assessment, Customer Journey Mapping and identify process improvement / automation opportunities that result in reducing operational cost and enhancing end-customer experience.
• Provides input to business partners regarding benefits of product /service and analytics.
• Explains timelines and measures of success for implementing these product /service.
• Works together with development teams to consult on enhancements to existing products and development of new solutions based on analytics.
• Reviews business partner specifications and/or modifications for contracted products and services.
• Analyzes business partner data for QA and identification of opportunities for business partners to utilize products and services to improve plan performance.
• Maintains working knowledge of all current systems, products and services and basic understanding of future system and product development plans to allow appropriate level of communication with business partner.

Basic Qualifications

• BS in business or related discipline, master’s degree preferred. Minimum 7-10 years progressive experience.

Job Requirements

• A minimum of 10-15 years of experience, with preference in working in a global matrix organization or team.
• Demonstrated relevant experience defining, developing, and executing customer services strategies, operations and action plans
• Ability to quickly understand technical concepts and explain them to customer audiences
• Proven ability to effectively interact with and influence senior executives and team members
• Exceptional written/verbal communication and presentation skills
• Team player with strong interpersonal skills, skilled at project management and cross-functional collaboration
• Ability to thrive in a fast-paced, unpredictable environment

*This ad is for external candidates only. Carelon associates can apply through our internal channel.

As part of the Global Commercialization Organization, the role works directly with the Solution Domain Director as a business partner to develop and drive solutions across our capability value chain in support of our commercialization strategy.

Primary Duties

• Works closely with the Solution Domain Director and the in-country delivery team(s) to develop a tailored proposal for a client.
• Has and in-depth understanding of contact center or clinical operations and all processes necessary to deliver the solution
• Documents all processes and experience journeys for their solution.
• Understands and documents all historic and in-flight transformation initiatives and can translate them into opportunities for new customers.
• Reviews overall solution performance reporting and identifies variances and potential causes.
• Identifies best practices that can be introduced across clients.
• Supports building the operating and pricing model for a client and through review and approval from the local delivery team.
• Lead consultative partnership with clients to map as-is operations, Process Maturity Modelling, Due-diligence Assessment, Customer Journey Mapping and identify process improvement / automation opportunities that result in reducing operational cost and enhancing end-customer experience.
• Provides input to business partners regarding benefits of product /service and analytics.
• Explains timelines and measures of success for implementing these product /service.
• Works together with development teams to consult on enhancements to existing products and development of new solutions based on analytics.
• Reviews business partner specifications and/or modifications for contracted products and services.
• Analyzes business partner data for QA and identification of opportunities for business partners to utilize products and services to improve plan performance.
• Maintains working knowledge of all current systems, products and services and basic understanding of future system and product development plans to allow appropriate level of communication with business partner.

Basic Qualifications

• BS in business or related discipline, master’s degree preferred. Minimum 7-10 years progressive experience.

Job Requirements

• A minimum of 10-15 years of experience, with preference in working in a global matrix organization or team.
• Demonstrated relevant experience defining, developing, and executing customer services strategies, operations and action plans
• Ability to quickly understand technical concepts and explain them to customer audiences
• Proven ability to effectively interact with and influence senior executives and team members
• Exceptional written/verbal communication and presentation skills
• Team player with strong interpersonal skills, skilled at project management and cross-functional collaboration
• Ability to thrive in a fast-paced, unpredictable environment

*This ad is for external candidates only. Carelon associates can apply through our internal channel.