Program Manager Senior redefining member service and value delivery for USAA. Collaborating cross - functionally to implement strategic initiatives in banking operations.
About the role
- Senior Program Manager overseeing ambulatory CDI initiatives for BILH, leading program implementation and performance outcomes. Collaborating with cross-functional teams across multiple regions.
Responsibilities
- Owns and manages the successful implementation and ongoing performance of ambulatory CDI programs, including Pre-Visit, Post-Visit/Concurrent, and Point-of-Care workflows.
- Develops and executes program plans, timelines, and stakeholder coordination for enterprise onboarding, expansions, and rollouts.
- Establishes onboarding standards, readiness milestones, communication sequences, and success metrics for new regions and practices.
- Identifies barriers to program success and independently implements corrective actions, escalating only when necessary.
- Serves as the first point of escalation for operational issues, resolving barriers and making decisions on behalf of departmental leadership.
- Represents the department in cross-functional operational meetings, assuming full decision-making authority when acting as designee.
- Ensures program continuity and alignment by proactively partnering with practice leadership, IT, coding, compliance, leadership stakeholders, and population health teams.
- Leads operational coordination with external vendor partners (e.g., Chirok), ensuring adherence to workflows, expectations, and performance outcomes.
- Oversees onboarding, reporting, transitions, and escalations, ensuring execution aligns with network priorities.
- Develops and delivers training strategies for practices, providers, and internal staff to drive adoption of CDI workflows and point-of-care solutions.
- Mentors team members, reinforces accountability, and strengthens overall team capability to support expanding program needs.
- Reviews monthly program performance analyses and translates insights into tactical next steps, provider outreach, workflow adjustments, and stakeholder follow-up.
- Tracks engagement, adoption, performance trends, and compliance, ensuring leadership has visibility into progress, barriers, and outcomes.
Requirements
- Bachelor’s degree or equivalent experience, Master's degree preferred
- Experience leading programs, cross-functional initiatives, or operational rollouts
- Demonstrated ability to influence, drive accountability, and deliver outcomes across multiple stakeholder groups
- Strong analytical, communication, and project management skills
Benefits
- Health insurance
- Professional development opportunities
- Paid time off
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