Customer Support Center Procurement Business Manager
The mission of Washington Health Benefit Exchange (Exchange) is to radically improve how Washington residents secure health insurance through innovative and practical solutions, an easy-to-use customer experience, our values of integrity, respect, equity and transparency, and by providing undeniable value to the health care community.
The Exchange is a public-private partnership that operates Washington Healthplanfinder, the eligibility and enrollment portal used by one in four Washington residents to obtain health and dental coverage. Through this platform, and with support from a Customer Support Center and statewide network of in-person navigators and brokers, individuals and families can shop, compare and enroll in private, qualified health plans (as defined in the Affordable Care Act) or enroll in Washington Apple Health, the state Medicaid program.
The Exchange embraces the following equity statement adopted by our Board of Directors:
Equity is fundamental to the mission of the Washington Health Benefit Exchange. The process of advancing toward equity and becoming anti-racist is disruptive and demands vigilance to dismantle deeply entrenched systems of privilege and oppression. While systemic racism is a root cause of many societal inequities, we must also use an intersectional approach to address all forms of bias and oppression, which interact with and often exacerbate racial inequities. To be successful, we must recognize the socioeconomic drivers of health and focus on people and places where needs are greatest. As we listen to community, we must hold ourselves accountable to responding to recommendations to remedy inequitable policies, systems, or practices within the Exchange’s area of influence. Our goal is that all Washingtonians have full and equal access to opportunities, power and resources to achieve their full potential.
SUMMARY
The Customer Support Center (CSC) is the front door to health and dental coverage for 1.8 million Washingtonians. The Exchange is embarking on a journey to procure CSC services for the future. The Customer Support Center Procurement Business Manager (CSC Procurement Manager) has primary responsibility for the successful operation of this procurement project lifecycle. This includes coordinating research; requirements definition; drafting the RFP; coordinating the RFP process; and leading implementation planning and activities.
THIS IS A ONE (1) YEAR PROJECT POSITION.
DUTIES AND RESPONSIBILITIES
Procurement Administration Activities:
• Provide program management services for the Customer Support Center procurement through its lifecycle (including but not limited to requirements development, procurement activities, implementation planning and coordination). Overseeing and managing the related sub-projects, coordinating process improvement initiatives that inform procurement and implementation deliverables, and providing expertise and action on key critical tasks. Lead and support planning meetings. Manage across stakeholder groups both internal and external parties to issue an RFP (Request for Proposal) with a clear understanding of requirements, regulations unique to State-based marketplace and WAHBE customer-centric vision that drives quality performance. Collaborate with the Project Manager and serve as the Customer Support Center primary expert to support the project deliverables, update status, eliminate or mitigate risks, issues, roadblocks, and escalate issues. Foster open lines of communication between team members, stakeholders, and departments. Leverage collaboration tools and platforms to streamline communication at both the program-level and cross functional project level. As well as facilitate knowledge sharing.
Procurement Process Activities:
• Lead Washington Health Benefit Exchange Customer Support Center(CSC) team assembled for RFP evaluations, scoring, and ASV (Apparent Successful Vendor) selection process. Coordinate the programmatic engagement of all project team members, subject matter experts, and other parties involved in the procurement process.
• Support the Associate Director of Customer Support Center and Chief Operating Officer in preparing information with which to engage vendors throughout procurement; evaluate and score RFPs, and assess vendor selection options. Conduct vendor analysis and communication, RFP process optimization, proofreading and editing proposals for accuracy and consistency.
• Ensure all proposals and other related project materials comply with Washington Health Benefit Exchange (WAHBE) guidelines and standards, prospective vendor discovery and onboarding, cost forecasting and historic procurement cost reviews. Perform analysis and interpret research explaining the advantages and disadvantages of various approaches (research sources may include request for information (RFI) responses and other state-based marketplace research).
• Provide information to the COO and other executive leaders to support contract negotiation.
Procurement Implementation Activities:
• Responsible for creating a customer support services roadmap and timeline for services outsourced per the published RFP and others handled in-house.
• Lead WAHBE CSC team assembled to implement the terms for the newly negotiated contract so that operations remain consistent across transition and transition is complete on time and in budget. Coordinate the programmatic engagement of all project team members, subject matter experts, and other parties involved in the implementation process.
• Support the Associate Director of Customer Support Center and Chief Operating Officer in planning and implementing the new contract with the ASV.
• Embrace technological advancements by ensuring the right tools and technology are acquired per budget allowance.
QUALIFICATIONS
Required:
• Four years of progressive responsibility for program, project or procurement management with at least two years’ experience in support of a call center outsourcing service provider.
• Strong commitment to applying an equity lens and customer-focus.
• Excellent written and verbal communication skills with the ability to communicate effectively across a variety of settings (i.e. in-person, remote). Experience preparing and presenting material to staff and leaders at all levels within the organization, as well as to partners, stakeholders and other interested parties.
• Exceptional skills in leadership, time management, facilitation and organization. Ability to work independently and within a team. Accepts personal responsibility for the quality and timeliness of work and can be relied upon to achieve excellent results. Demonstrated experience working under pressure and adjusting to rapidly shifting priorities
• Proven ability to collaborate with diverse array of people. Experience managing partners and stakeholders. Ability to apply influence and build rapport to achieve common goals. with a diverse array of people.
• Experience gathering and analyzing data across multiple systems; conducting research; and using data to guide decision-making. Ability to organize and accurately maintain documentation and data, while ensuring compliance with policies, rules, and regulations.
• Proficient with Microsoft Word, Excel, SharePoint, TEAMS and Project Management software
Desired:
• Government, Healthcare or Health insurance industry experience.
• Experience with Human Centered Design.
• Project management education or certification.
APPLICATION INSTRUCTIONS
This position will be open until we find a suitable number of candidates to review. If interested, please submit an application with a cover letter as soon as possible. The Exchange reserves the right to close the recruitment at any time.
SALARY INFORMATION
Full Salary Range: $79,311.00 to $118,966.00 annually, with midpoint at $99,138.00.
Hiring Range: $91,207.00 and $ 99,138.00 annually. This is an estimate of where a qualified candidate can expect to receive an offer.
The actual salary offer will consider candidate experience, skills, qualifications, internal equity, and the market. Our compensation policy reserves the salary range above the midpoint for employees who are meeting and exceeding expectations and for growth and development, up to the maximum.
BENEFITS
Take a peek at our benefits package.
WORKING CONDITIONS
Core business hours are 8:00 a.m. to 5:00 p.m., Monday through Friday. There are times where irregular hours will be required. The preferred duty station is our Olympia, Washington headquarters. The nature of this role relies heavily on remote and in-person collaboration. While a hybrid remote and on-site schedule may be considered, the position will require flexibility to allow for in-office availability as business needs dictate. Travel requirements will be limited, however there may be occasions where an employee is required to travel and work irregular hours to attend meetings or trainings. Duties of this position require the use of standard office furniture and equipment, including setup for remote work. The employee is responsible for providing and maintaining a safe, ergonomic, and secure workspace at their remote location.
The working conditions and physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
SPECIAL REQUIREMENTS
A criminal background screen will be conducted for candidates under final consideration, and if hired, every five years of employment where highly sensitive data is processed or maintained by the position. The result of this background screen must meet the Exchange’s eligibility standards.
OTHER INFORMATION
The above statements are intended to describe the general nature and levels of work being performed. They are not intended to be construed as an exhaustive list of responsibilities, duties and skills of personnel so classified.
This is not an employment agreement or contract. Management has the exclusive right to alter this job description at any time without notice.
The Washington Health Benefit Exchange is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, marital status, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
We participate in E-Verify. You can view the Department of Justice's Right to Work poster here.
