Mgr, Chronic Care Management Business Operations

Quest Diagnostics   •  

Lees Summit, MO

Industry: Healthcare


5 - 7 years

Posted 119 days ago

This job is no longer available.

Duties and Responsibilities:

§  Establish and actively manage the program management office responsible for program planning, change management, and delivery of reporting, analytics, and continuous improvement. 

o    Create the technology roadmap for the chronic care management delivery team. 

o    Drive a continuous improvement culture for employee engagement and operational excellence

o    Create new models, define projects scope, and execute programs for customers, employees, and business effectiveness. 

o    Lead innovation, planning, support and execution of technology solutions for the business unit

§  Hire, train, coach and motivate staff

o    Lead a team of multiple direct reports and supporting staff in a business operations capacity as well as leading cross-functional teams

§  Drive operational excellence

o    Lead Cross functional divisional project support and collaboration

o    Managing relationships with external vendors who support our business

o    Design and innovate case management workflows and standard operating protocols and processes

o    Develop staffing forecast and balanced scorecards to the individual contributor level

§  Design and provide reports for key performance indicators including volume, throughput, productivity, and billing. 

o    Make business recommendations based on insights gleaned from the analytics. 

o    Leverage enterprise and industry data to build models and predictive reporting where applicable

o    Design and enable reporting for external customer reviews

§  Manage the quality assurance program and ensure the highest standards of care are delivered for clients and patients of Quest’s Chronic Care Management services. 

§  Maintain leadership for the training programs and formation of standard operating procedures in conjunction with the Manager of Patient Care Team. 

§  Serve as the CCM point person to the franchise, commercial, solutions, delivery and IT members.  

§  Provide support for financial analysis and strategic forecasting the business

§  Engage in new business development where needed


Duties and responsibilities, as required by business necessity may be added, deleted or changed at any time at the discretion of management, formally or informally, either verbally or in writing.  Scheduling and shift assignments and work location may be changed at any time, as required by business necessity.


Supervision Exercised: 

·         Technology & Reporting staff (grades 46-49)

·         Project management staff (grades 47-49)

·         Training staff (grade 47)

·         QA staff (grade 47)




Education Preferred:

·Bachelor’s degree;

·5+ year’s business experience in analyzing data, developing numerical and graphical reporting, and working with complex multi-user databases.

·Six Sigma / PMP / Quest Management System certification preferred

Work Experience:

·Required, 5 Years supervisory or management experience

·Preferred, 5+ years project management experience

·Preferred experience with EHR/EMR/CCM case management applications

·Proven Ability to:

1)Set priorities

2)Manage multiple projects

3)Meet deadlines

4)Work in a rapidly changing environment.

5)Work successfully with minimal supervision

Physical and Mental Requirements:

·Sitting or standing for long periods of time as routinely found in an office environment

·Cognitive abilities to conduct analytical assessment, engage in thoughtful dialogue and presentations

·Ability to understand and interpret information verbally as well as in print


·Combination of strong analytical skills and the demonstrated ability to translate analytical insights into proposed operational or strategic changes.

·Must have applied knowledge of business reporting principles, strong knowledge of business measurements theories and tools.

·Must have experience with financial analysis to drive increased profitability.

·Must have excellent computer skills including Microsoft Office (e.g., Access, Excel, and PowerPoint); relational database knowledge a big plus.

·Must have excellent communication skills, both verbal and written.

·Must be self-motivated individual and team oriented.

·Must have excellent interpersonal, presentation, and facilitation skills.

·Must have proven ability to be able to communicate and collaborate cross functionally with all levels of the organization, multiple cross-functional groups, and diverse personalities.

·Must be able to work in a dynamic team environment.