Project Manager (Call Center)

Responsible for planning and managing the delivery of business systems solutions in support of business objectives and ongoing operations in the CCC. This includes Care Connection Center systems and operational project planning, execution, tracking, implementation and ongoing support. The position will work closely with all VITAS business partners to define scope, priorities, ensure the efficiency and effectiveness of systems solutions presented are in support of business goals and objectives. The position will also be responsible for Operations Analyst staff effectiveness and development.

• Manage and assure the successful implementation of Care Connection Center IT and business application projects for all clinical, operational and administrative applications.
• Identifies and supports the Project Management needs of all Care Connection Center leadership.
• Coordinate the activities of internal and external resources to best complete the tasks at hand in a timely and cost effective manner.
• Provide leadership and direction to the CCC Operations Analyst and work with IT application development staff to deliver project deliverables in a timely manner.
• Work with IT / Telecom to manage CCC Technology and consulting vendor/partner relationship, service delivery and overall performance
• Maintain timely and accurate project plans and documentation for each project.
• Ensure project team and customer clearly understand project activities/tasks, and that project team and customer understand what is expected of them throughout the internal / IT PMO project lifecycle.
• Manage uncertainty, rapid change, and ambiguities in constantly changing business and technical environments.
• Collect and analyze metrics to measure allocation of resources on projects and determine resource requirements.
• Review status reports prepared by project personnel to update master schedules and plans as required.
• Assist all business units with the implementation, optimization and maintenance of the system and/or process.
• Acts as liaison between IT staff, departments and vendors ensuring timely, accurate and cost effective use of time for all Care Connection Center projects
• Plans, organizes, and controls the activities related to the assigned function
• Continued professional and educational advancement by attending and actively participating in relevant training.
• Plans, organizes, and controls the activities related to the assigned function
• Organizes, manages, and directs the work of the employees in the assigned function
• Oversees the assignment of duties, and responsibilities to CCC Operations Analysts
• Observes and evaluates CCC Operations Analysts and work procedures to ensure quality standards and service are met
• Mentors, develops and provides on-the-job training to subordinates to strengthen their current performance and prepare them for future advancement

QUALIFICATIONS

• Minimum 5-9 years of increasingly responsible experience, including experience successfully managing projects in various industries (healthcare, logistics, Systems Integration, etc.).
• Good grasp of information technology concepts and processes.
• Demonstrated aptitude for effective leadership of staff.
• Solid understanding of software development life cycle frameworks, such as Agile and traditional project management principles and practices and the ability to blend them together in the right proportions to fit a project and business environment.
• Medium to large project participation experience as a Project Manager.
• Detail-oriented/meticulous about managing the details of every project and the impact each detail may have on the overall project success.
• Appropriate critical thinking skills to have ability to weigh the pros and cons of solutions to problems, and make good decisions, before choosing the way forward.
• Knowledge of policies and practices involved in the human resources function
• Ability to manage a staff in a positive and productive manner by motivating, developing and managing employees as they work
• Ability to utilize and administer the disciplinary action process through coaching and counseling to improve performance or terminate employment
• Ability to communicate tactfully, verbally and in writing with department heads, managers, coworkers and vendors to resolve problems and negotiate resolutions
• Ability to work on various assignments simultaneously
• Strong interpersonal skills within all levels of the organization
• Ability to navigate within automated systems and proficiency in Outlook, Word and Excel 

EDUCATION

• Bachelor’s degree in computer sciences, general sciences, healthcare, business administration or related field from an accredited college or university or the international equivalent required.
• Project Management Professional (PMP) certification or Certified Scrum Master (CSM) a definite plus.

SPECIAL INSTRUCTIONS TO CANDIDATES

• EOE/AA M/F/D/V

About Us

VITAS® Healthcare is the nation’s leading provider of end-of-life care, and has the resources and expertise to support your personal and professional growth.  As a member of the VITAS team, you’ll find fulfillment working for a people-focused organization dedicated to making a difference in the lives of others. You will be more than just an employee: You will be counted on as an expert in your field, and as a valued team member whose efforts are respected and vital to our hospice mission.

All VITAS employees commit to fulfilling their duties and responsibilities with the highest regard for professionalism, collaboration and teamwork, and an eye focused constantly on growth and improvement. We serve with commitment and compassion, and position ourselves for the future by embracing, innovating, and leading change. If you are that person, make your voice heard—find your purpose at VITAS today.

Benefits Include:

• Competitive compensation
• Health, dental, vision, life and disability insurance
• Pre-tax healthcare and dependent care flexible spending accounts
• Life insurance
• 401(k) plan with numerous investment options and generous company match
• Cancer and/or critical illness benefit
• Tuition Reimbursement
• Paid Time Off
• Employee Assistance Program
• Legal Insurance
• Roadside Assistance
• Affinity Program

Many of our positions offer the opportunity to work day or night shifts, weekdays or weekends.

Choose a Career with VITAS