Capability Manager
Capability Manager
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1 Vacancy
Job Description
Job Title- Capability Manager
Project Location Remote
Duration- 12 months contract to hire
Visa- USC/ GC
Todays screening slot with vendor
*Candidates must complete a background check & drug screen upon offer*
Top skills: Looking for hands on PBM experience
- Capability Manager with omni-channel communications operations hands-on experience managing fulfillment across multiple channels (fax mail SMS direct messaging etc.) with ability to monitor and troubleshoot technical issues.
- Project delivery expertise End-to-end implementations (requirements vendor coordination testing launch post-launch validation) delivered on time and meeting quality/compliance standards.
- Multi-stakeholder management proven ability to coordinate across vendors internal teams and clients keeping projects aligned and on schedule.
- Healthcare/PBM familiarity prior exposure to HIPAA PHI and compliance-heavy data environments.
- Problem-solving & adaptability comfort navigating ambiguity interpreting vague requests and creating actionable solutions.
Team & Role Overview
- Team manages operations of clinical communications: fax mail direct message SMS etc.
- Responsibilities: Implement new fulfillment templates Day-to-day monitoring of communication channels Support custom client implementations Provide guidance on template/channel implementation through workflow
- Looking for someone with operations and communications experience ideally with PBM or healthcare exposure.
- Must be comfortable with ambiguity able to interpret vague requests into actionable solutions.
Key Qualifications & Skills
- Domain Knowledge
- PBM or healthcare industry experience preferred (HIPAA familiarity handling PHI)
- Not strictly required; regulatory training can be taught.
Technical/Operational
Understanding of omni-channel operations/implementations Ability to troubleshoot/monitor technical components
Project Management / Delivery
Experience handling multiple stakeholders
Proven ability to deliver projects on agreed timelines
Strong focus on quality outcomes and compliance
End-to-end project involvement: requirements vendors testing launch post-launch validation
Candidate Evaluation Criteria
- Experience in multi-stakeholder implementations
- Achieved measurable quality KPIs and outcomes
- Experience with compliance-heavy data (claims diagnoses PHI)
- Ability to assess vendor capabilities and manage dependencies
Capability Manager Clinical Engagement Solutions Omnichannel Communications Team
Description:
- As a member of the Optum Rx Clinical Engagement Solutions team the Capability Manager will play a key role in managing and optimizing member and provider communications across multiple channels.
- This role supports the strategic execution of omnichannel communications ensuring compliance operational excellence and member/provider engagement
Team Details:
- Team of 4
- Team manager and 3 communications operations staff.
Ideal candidate looks like
- The ideal candidate will bring deep experience in the print communications industry and demonstrate a strong understanding of digital channels such as email SMS and automated voice.
- They must have the ability to manage multiple complex projects collaborate across teams and vendors and thrive in a fast-paced results-oriented environment.
- We are looking for a highly motivated roll-up-your-sleeves self-starter with a passion for communications and a drive to deliver impactful solutions.
Primary Responsibilities:
- Oversight and management of omnichannel communications for both member and provider audiences (mail fax SMS email IVR direct EMR messaging)
- Oversee daily monitoring and issue resolution across all communication channels
- Manage the deployment of client-driven and regulatory communication updates across all supported channels
- Partner with internal governance legal and compliance stakeholders to ensure all communications meet required standards and regulations
- Partner with technology teams supporting enhancements to communication capabilities and platform improvements
- Manage relationships with multiple vendors to ensure quality timeliness and compliance
Required Qualifications:
- 5 years of experience in omnichannel communication operations or related project management
- 3 years of experience in healthcare PBM or regulated industries
- Demonstrated ability to be flexible and work with ambiguity; self-starter
- Strong background in print communications and production processes
- Experience with digital communication channels (email SMS etc.)
- Proven ability to manage multiple projects and priorities in a dynamic environment
- Proficient with MS Excel PowerPoint Word Outlook and Teams
Preferred Qualifications:
- Proficient in Adobe Acrobat Pro and InDesign
- Familiarity with healthcare regulations (ex. CMS and State) and TCPA
- Experience managing financial requests and associated inputs (cost-benefits analysis business case etc )
- Ability to solve complex problems and lead/facilitate meetings to achieve desired outcomes
- Excellent presentation time management organizational prioritization and communication skills
- Demonstrated success in vendor management and cross-functional collaboration
Employment Type
Full-time
