Carol Stream, Illinois

OVERVIEW

The Client Care - Healthcare Project Manager is responsible for directing and monitoring daily activities associated with the production of healthcare statements at both Carol Stream and Renton facilities.   This employee must work to identify and quickly resolve issues that could jeopardize quality or timelines while building a positive working relationship with multiple internal departments – data programming, implementations, client support, print production, print procurement and quality control.   Specific areas of responsibility and standards of performance (bullet points) are listed below and must be performed in accordance with company policy and Standard Operating Procedures. Employee is responsible for process integrity as described in the SOPs for this position.  Employee is responsible for confidentially as described in the OSG confidentially agreement signed annually.  Employee is responsible for security as described in OSG security policies and information delivered during the annual securing training.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.  Other duties may be assigned.

PROJECT MANAGEMENT:

  • Manage multiple tasks simultaneously; communicate with multiple teams; effectively manage situations that require a cohesive lead for investigative purposes.
  • Handle change management requests and document within Phaseware CRM.
  • Utilize Print Stream, DHC Diamond ViewSM, and organizational skills to ensure the production floor has all necessary items for completion of printing / mailing healthcare communications.
  • Review spreadsheets for planning purposes and communicate any inventory ordering needs with Print Procurement.
  • Coordinate, review and approve testing for client implementations teams, including but not limited to End to End (E2E) testing, OCR / Bank Scanlines, Client Samples, and change request samples.
  • Research and resolve immediate issues in an effective and timely manner.
  • Coordinate and take part of a print production support on-call team for all company holidays, weekends, and off usual business hours.
  • Coordinate and communicate across OSG teams (production/quality control, data programming, client support, etc.) any client holds, pulls or potential destroy orders.
  • All written, phone and face-to-face communications with OSG associates are courteous, cordial, and professional.  Listens carefully to peers’ requests/complaints for process improvement and change management. 
  • Writes and verbally communicates in a clear, concise, and effective format.
  • Presents a positive, professional image when representing OSG.
  • Willingly and consistently communicates with co-workers to achieve mutual understanding of the client requirements and time frames.
  • Demonstrate knowledge of OSG equipment and services.  Strives to learn about new capabilities and machinery and how they impact mail piece design, efficiency, and existing client projects. Asks questions to further knowledge when uncertain and utilizes resources to assist appropriate task reviews when necessary.
  • Must be capable of answering basic questions about programming, laser printing, bindery and inserting (both intelligent and non-intelligent systems).
  • Prepares documents and samples for production folders to the Laser, Lettershop and Handwork departments.  Prepares spreadsheets and other materials deemed necessary by the production team to accompany folders for complex jobs. Work with team-members to review documents and release them to the floor as a cohesive team.
  • Updates Laser, Lettershop and Handwork binders for repetitive jobs, when necessary.  Add updates to the Print Team sample binders, when necessary.
  • Assist other Healthcare Print Team members on an as needed basis.
  • Abides by the policies and procedures as outlined in the employee handbook.

SKILLS AND KNOWLEDGE REQUIRED:

  • Strong customer service, interpersonal and communication skills are critical.
  • Excellent written and verbal skills.
  • Must demonstrate ability to work independently and across teams.
  • Proficient with Microsoft Word, Excel, Outlook, and Teams – Ability to learn additional software as needed.
  • College degree and/or minimum two years’ experience in an office environment.
  • Two to five years of healthcare/revenue cycle/print billing statements related experience is preferred.

Carol Stream, Illinois

Diamond serves its clients with solutions designed to execute results-driven digital and traditional marketing programs, dependable literature and sample fulfillment, and high-quality critical mail services for secured document processing. Our team of experts focus on developing communication programs with the clients'​ cost containment and return on investment objectives at top of mind.

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