Program Manager

3 weeks ago

Washington, Washington, D.C., United States Highlight Technologies Full time
Job Summary

We are seeking an experienced Program Manager to lead a Help Desk program providing support for health insurance plans and medical services. As the Help Desk Manager, you will lead the day-to-day operations of the Help Desk, ensuring efficient incident resolution, service request fulfillment, and task management.

Key Responsibilities

• Oversee the ticket queue, ensuring prompt assignment and resolution of incidents, service requests, and tasks in alignment with Service Level Agreements (SLAs).
• Prioritize tickets based on urgency, impact, and criticality, adjusting workload distribution as needed to meet operational requirements.
• Manage a team responsible for conducting reviews of inquiries involving health insurance plans and medical services.
• Provide coaching/training to agents.
• Develop standard and ad hoc reports for internal and external stakeholders.

Requirements

• 7+ years of experience as a Program Manager overseeing a Help Desk specifically involving health insurance plans.
• Experience with Service Now or similar CRM technology.
• Experience conducting reviews of health insurance plans, insurers, and medical services.
• Knowledge of HIPAA requirements and/or Protected Health Information (PHI) rules and regulations.
• Extensive experience with the intake of inquiries and complaints via multiple methods (i.e., telephone services, live chat, web-based submissions).
• Ability to work with large data files in Excel.
• Exceptional customer service skills with previous experience managing a fast-paced Help Desk/Service Desk.
• Bachelor's degree preferred.
• PMP certification preferred.

About Highlight

Highlight Technologies is a leading provider of Development and Modernization, Secure IT, and Mission Solution services to our federal government customers. Our team knows the technology, understands how our customers and their stakeholders work, and knows how to implement industry best practices to deliver high-quality, end-to-end solutions that minimize risk and maximize results.

We're an Equal Opportunity Employer (EOE) that empowers our people to fearlessly drive change - regardless of their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, veteran status, or other characteristics. Our team is dedicated to fostering diversity within our teams to promote creativity, innovation, and teamwork to deliver the best solutions for our customers.

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