Manager - Product Development – Care Navigation Solutions at BCBSM in Detroit, Michigan

Job Description:

Responsible for identifying new product opportunities and product enhancements, and for managing the staff in the planning, design and development of new products and business opportunities. Provide guidance and instructions on the strategic and tactical roles of a Product Manager.

• Responsible for developing and maintaining a product roadmap.


• Development of strategies for customer experience, sales and marketing, and continuous improvement


• Initiate project process to implement new designs/enhancements and lead established project ideation, concept and design phase activities.


• Determine/monitor impact of mandates on product design.  


• Work with the Performance Office on the implementation of new products.


• Conduct primary and secondary research regarding market trends, competitor’s strategies, and market opportunities.


• Work with Market and Competitive Insight team to establish a Competitive Assessment Grid for the product and initiate email alerts for competitive intelligence.  Capture customer feedback (e.g. voice of the customer reports, Member Score, Sales feedback) to identify what’s working well and what could be enhanced.


• Responsible for identifying and maintaining metrics needed to monitor product performance.


• Create and distribute product reports to governance and leadership teams as needed.


• Maintain detailed issue log (volume, inquiry type, source, response time, scope of impact, resolution, etc.)


• Oversee resolution of operational issues (Claims, Membership, etc.)


• Oversee resolution of customer experience issues (employer, member, internal sales, agent; including escalated issues).


• Oversee resolution of benefit/clinical issues.


• Vendor Management including some or all the following:  Manage vendor relationship, manage vendor contract, manage vendor service level agreements, establish/enforce outreach and escalation management process, coordinate vendor readiness activities for vendor platform and/or product changes (operational, communications), facilitate regular touchpoints to address outstanding issues and needs between BCBSM and Vendor.


• Participate in business readiness activities, including business process review, sales training and assisting with communication development.

Department
Summary

Product Management is
responsible for the management and continuous quality improvement of employer
and member-facing healthcare products offered within the Market Solutions
division. This includes strategy and planning; communication and sales support;
and delivery and service for a growing portfolio of products.

Job
Summary

Provide subject matter
expertise to the management of healthcare products offered within the Market
Solutions division. Lead collaboration efforts across the organization to
deliver an aligned strategy across multiple products. Leverage external and
internal quantitative and qualitative data for market insight development to
inform product design, pricing, and vendor selection. Lead continuous quality
improvement initiatives and maintenance on existing products. Oversee
cross-functional efforts to contribute to group customer sales, implementation,
and issue resolution. Create and manage contractual arrangements with external
vendors and employer customers. Drive ongoing strategic planning to improve
vendor performance, member engagement, employer-customer satisfaction, and product
outcomes. Identify and establish plans to conduct large scale product
evaluation, including both process and outcome measures to determine product
effectiveness. Demonstrate effective project planning and business readiness
with internal partners and external vendors to implement products to group
customers.

• Bachelor's Degree in related field required.  Master's Degree in related field preferred.  


• Five (5) years or more of professional experience in a related field.


• Two (2) years or more of product management experience in healthcare preferred. 


• Excellent analytical, decision making, organizational, planning, creative problem solving, and verbal and written communication/presentation skills.


• Ability to manage multiple projects and to work with internal and external clients to identify needs and 


• develop solutions.


• Ability to lead a team and to work effectively with all areas of the corporation.


• Ability to solve complex problems in an ambiguous, unstructured environment.


• Possess a high degree of creativity and the ability to work independently.


• Proficient in current industry standard PC applications and systems.


• Extensive knowledge of business administration, economics, health care benefits, health care system, 


• project management, public health and other related fields.


• Comprehensive knowledge of BCBSM benefit plans, business processes, information systems, key delivery  systems, and products.


• Other related skills and/or abilities may be required to perform this job.