Program Manager, Broker Operations

POSITION SUMMARY STATEMENT:

The Program Manager - Broker Operations is responsible for leading, gathering and understanding sales business requirements, leading data resourcing, design, development, testing, and ultimately deployment of programs across the markets and geographies that HealthPartners' conducts business in to support health plan goals, retention, and growth initiatives. This role requires strong leadership, ability to evolve high level needs into an actionable plan, business case development, and cross-functional collaboration to ensure successful delivery of complex, high-impact programs. The Program Manager will leverage internal teams, build relationships with key individuals at external partners, ensuring alignment, integration, and performance across initiatives.

MINIMUM QUALIFICATIONS:

• Education, Experience or Equivalent Combination:

  • Bachelor's degree in business, healthcare, or related field.

  • Minimum of 7-10 years of experience in project, program, or system development and management, preferably in the health plan or healthcare industry.

  • Demonstrated experience leading multiple interrelated projects or programs impacting multiple business unit or market segments at once.

  • Proven track record of design and development of business technology, solution portfolio management, and cross-functional leadership.

• Licensure/ Registration/ Certification:

• Knowledge, Skills, and Abilities:

  • Deep understanding of program lifecycle management, including governance and risk mitigation.

  • Demonstrated problem-solving skills through evaluation, analysis, and design of end-to-end data-driven solutions that harmonize disparate datasets.

  • Experience developing bonus and incentive plans that drive results within budget

  • Experience developing and iterating through advanced queries and automated workflows using Access, Excel, and VBA to manipulate large datasets to support and report on identified programs

  • Demonstrated ability to summarize high-level findings into executive-ready dashboards and presentations

  • Knowledge and working understanding of the role of brokers in the distribution and service of health products

  • Strong interpersonal and customer service skills, with the ability to form good working relationships with people at all levels internally and externally

  • Ability to influence and collaborate with executive leadership and cross-functional teams.

  • Experience with vendor and contract management

  • Strong Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, and Access).

  • Strong problem-solving and analytical skills.

  • Ability to think broadly and understand organizational implications.

PREFERRED QUALIFICATIONS:

• Education, Experience or Equivalent Combination:

  • Advance degree in business or related field

  • Knowledge of HealthPartners' and affiliate company operations.

  • Previous formal supervision of staff, or project lead/coaching.

• Licensure/ Registration/ Certification:

• Knowledge, Skills, and Abilities:

  • Skilled in authoring and editing a variety of contractual documents and agreements to ensure clarity and compliance.

ESSENTIAL DUTIES:

1. (40%) - On going programs - Works closely with the Private Health Solutions Team, Iowa/ND/SD Health Solutions Team, NE Wisconsin Sales Team, and the Broker Administration team to facilitate documentation, design, development, user what-if tools, calculation, payment and reporting of:

   1. HealthPartners Agency Awards Program (HARP).

   2. FMO Overrides

2. (15%) - Always developing new programs - Based on annual business objectives understand needs, document requirements, identify data sources, design, secure data acquisition, develop with ETL plan, test and execute either narrow or broad-based bonus programs. Programs will vary in length of run and scope of markets being covered.

   1. Initial positioning will include developing business case via power point deck and or similar

   2. Financial expectations of the program both in terms of expense and incremental revenue/margin generation

3. (15%) - Interface with internal and external partners and participants on both items 1 & 2 related to program(s) terms and conditions, calculation methodology, what-if scenarios, and different views/reporting related to existing/future programs.

4. (10%) - Design, modeling, and administration of service fee tiering support.

   1. Current scope is within our small group segment that includes roughly 4,000 groups where monthly service fees are reset once per year based on the number of contacts within the small group.

   2. Future segments might be considered and require analytical modeling environment creation and review to determine optimum tiering and financial impacts.

   3. Data identification, cleansing by the position or team member is required upon annual reset.

   4. Execution and maintenance assistance of the Robotic Process Automation tool to automatically process the vast majority of tier moves.

   5. Validation and collaboration with Managers within the Broker Operations team to complete remaining tier adjustments and audit overall accuracy.

5. (10%) - On identified projects and initiatives serve as the primary liaison and strategic lead for Broker Operations, orchestrating cross-functional collaboration with IS&T, AOD stakeholders, finance, MSS, and other internal teams to align system designs, streamline process development, and seamlessly integrate new workflows or data reporting.

   1. Stakeholder Liaison & System Integration: Act as the central point of contact to bridge communication between the core group, IS&T, and AOD stakeholders; collaborate with peer managers to review technical system designs and integrate cross-functional deliverables into the broader organizational workflow.

   2. Process Development: Lead the co-creation and optimization of end-to-end operational processes with interconnected teams, ensuring scalability and alignment with overall business objectives.

   3. High-Level Oversight: Retain ownership of key, more complex high-impact responsibilities within projects while empowering collaborative teams to execute recurring tasks

6. (10%) - Matrix with the Director Broker Operations, Manager of Broker Administration and Manager of Sales Incentives/Program Analytics to provide execution support on higher complexity tasks. An example would be the primary owner both for knowledge and execution of the "unloader" to push bulk manual adjustments into the IRIS/mainframe production.

*Job description rankings/percentages are intended to reflect normal averages over an extended period of time, and are subject to daily variances. Quality and efficiency standards should at no time be compromised to meet the average expectations expressed above. Job descriptions are subject to change to accommodate organization or department needs.

ORGANIZATIONAL EXPECTATIONS:

Values

All colleagues are expected to live our values:

Excellence: We strive for the best results and always look for ways to improve.

Compassion: We care and show empathy and respect for each person.

Partnership: We are strongest when we work together and with those we serve.

Integrity: We are open and honest, and we keep our commitments.

Additional Expectations:

• Complies with safety instructions, observes safe work practices, provides input on safety issues, and promotes a safe work environment.

• Maintains regular and timely attendance.

• Protects confidentiality.

• Demonstrates participation in and support of the organization's Corporate Integrity Program by participating in compliance-related education and training and complying with the organization's policies and procedures.

• Timely completion of all mandatory education and organizational requirements (i.e., licensure/certification, Employee Health and Wellness requirements, annual training, etc.)

LEADERSHIP RESPONSIBILITY:

• This position has significant decision-making authority. Many decisions must be made without consultation; however, the Director and other management staff are available for consultation when necessary. This role will be relatively autonomous and accountable for assigned duties. Decisions must be made in accordance with HealthPartners accepted protocols, principles and standards of operation, and communicated to all affected.

• Must be able to operate in a strategic realm, coaching selected staff to do so as well, while also ensuring that tactical measures are executed well to achieve the desired strategy.