Collective Health is hiring a

Business Process Manager, Customer Experience

Lehi, United States

We all depend on healthcare throughout our lifetimes, for ourselves, and our families and friends, but it is notoriously difficult to navigate and understand. As an industry that comprises 20% of the US economy we think healthcare should work better for all of us. At Collective Health we believe it’s time for a new day in healthcare where as members we are informed and empowered to make the right care choices when the decisions are urgent and critical. 

Collective Health is expanding its Customer Experience team in Utah! We believe health benefits should be simple, accessible, and technology-driven. But moreover, we believe healthcare should be grounded by the people that it serves. To accomplish this, we are reimagining the operational core of health insurance. We are seeking leaders to help deliver on this vision. 

As a Business Process Manager you will be responsible for optimizing and monitoring Collective Health’s service offerings and workflows to optimize for the end user’s experience in a way that is scalable and sustainable, You will work closely with the various enabling business partners to optimize current workflows and processes, as well as create and roll out new service offerings that will exceed our member’s and client’s needs. 

While we are embracing a remote-flexible work week, employees are expected to be within commuting distance of an office. The  frequency of in-office days will be determined on a team-by-team basis closer to the reopening of our offices.

Job Responsibilities

  • Provide key support in the rollout and implementation of new Service Offerings for Collective Health’s Customer Experience teams, including developing and gathering requirements and ensuring solutions meet business needs
  • Evaluating business processes, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions
  • Leading ongoing reviews of business processes and developing optimization strategies.
  • Conducting meetings and presentations to share ideas and findings across all levels
  • Determine requirements, and develop functional service offerings based on the analysis of business needs
  • Document and clarify departmental processes and procedures to ensure accurate operational efficiency within departments and across departments. 
  • Must be able to communicate effectively and clearly express ideas to business partners and represent the interests of the business 
  • Drives and participates in design, development and implementation of large and complex enterprise wide applications
  • Must be able to manage multiple projects, developing project plans, and monitoring performance
  • Partner with enabling stakeholders to drive projects within department, from conception to completion with minimal guidance; identify and communicate conflicting needs; handle bottlenecks expeditiously and proactively; track and facilitate follow-through
  • Cultivate and promote cross-departmental relationships; provide for smooth communication across all departments and stakeholders
  • Staying up-to-date on the latest process and IT advancements to automate and modernize systems
  • Must demonstrate leadership; earn and maintain credibility, trust and support

Qualifications required

  • Four or more years of professional business experience
  • Four or more years of experience in project leadership role; with proven success in role
  • Experience working in a service or operations environment required, healthcare experience preferred
  • Exceptional analytical and conceptual thinking skills
  • Excellent verbal and written communication stills
  • Ability to complete tasks with minimal guidance
  • Ability to manage multiple priorities and projects daily
  • Advanced technical skills
  • Excellent documentation skills
  • Experience creating detailed reports and giving presentations
  • A track record of following through on commitments
  • Excellent planning, organizational, and time management skills
  • Experience leading and developing top performing teams
  • A history of leading and supporting successful projects

Founded in 2013, Collective Health has created an ecosystem of innovative partners across care and benefits delivery, as well as built a powerful and flexible infrastructure to better enable employees and their families to understand, navigate, and pay for healthcare. By reducing the administrative lift of delivering health benefits, providing an intuitive member experience, and improving health outcomes, the company guides employees toward healthier lives and companies toward healthier bottom lines. Collective Health is headquartered in San Mateo, CA with locations in Chicago, IL, and Lehi, UT. For more information, please visit

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Collective Health is committed to providing support to candidates who require reasonable accommodation during the interview process. If you need assistance, please contact [email protected].

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