Job Details

The Project Manager is responsible for leading initiatives that improve patient experience, service outcomes, and operational performance across technician and clinical workflows.

This role focuses on driving structured, cross-functional projects that improve service levels, enhance escalation handling, and optimize patient-facing processes. The Project Manager partners with operational leaders to deliver measurable improvements in quality, service, and cost while ensuring strong adoption and sustainability of changes.

Responsibilities

• Lead cross-functional projects focused on improving patient experience, service levels, and operational efficiency

• Define project scope, success metrics, and timelines aligned to service, quality, and cost objectives

• Manage end-to-end project lifecycle including planning, execution, and performance tracking

• Conduct root cause analyses on patient escalations and translate findings into structured improvement projects

• Develop and implement corrective action plans with measurable outcomes

• Coordinate stakeholders across clinical, technician, and operational teams to ensure alignment and execution

• Establish and monitor KPIs related to service, quality, and operational performance

• Drive continuous improvement initiatives across patient engagement processes

• Support development of standardized workflows, training approaches, and escalation handling processes

• Ensure effective communication of project outcomes, including insights and recommendations

• Track adoption and sustainability of implemented improvements

• Embody AnewHealth9s Core Values in all communications and interactions

• Other duties as assigned

Qualifications

Education

• High school diploma/GED required

• Certified Pharmacy Technician preferred

• College degree preferred

Experience

• 5+ years of experience in patient engagement, call center operations, or healthcare service delivery

• Proven experience leading projects focused on service improvement or process optimization

• Experience in root cause analysis, KPI development, and performance management frameworks

Skills & Abilities

• Strong project management and execution skills

• Ability to lead cross-functional initiatives without direct authority

• Data-driven mindset with ability to define and track KPIs

• Root cause analysis and continuous improvement expertise

• Strong communication skills with a patient-centric approach

• Experience developing operational processes and training frameworks

Physical/Mental Demands: This position is administrative in nature and will present physical demands requisite to a position requiring: hearing, seeing, sitting, standing, talking, and walking. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. May be necessary to work extended hours as needed.

Schedule: This is a full-time position with an expectation to work an average of 40 hours per week and be available outside of normal business hours to meet customer expectations on an ad-hoc basis. Schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed.

Travel: Travel may be required for operational support, special organizational/departmental events, or client-facing meetings.

Supervisory: Yes

This is a remote position.

AnewHealth offers a comprehensive benefit package for full-time employees that includesmedical/dental/vision, flexible spending, company-paid life insurance and short-term disability as well as voluntary benefits,401(k), Paid Time Off and paid holidays. Medical, dental and vision coverage are effective 1st of the month following date of hire.