Project Manager - Strategic Initiatives

Key Responsibilities

• Lead the design, deployment, and optimization of workflows, automation, and technology solutions (CRM, telephony, AI) to support Revenue Cycle and customer service (billing) contact center objectives.
• Coordinate with technical support groups to resolve issues and drive continuous improvement in operational processes.
• Develop, track, and report on key performance indicators (KPIs) for the contact center, supporting achievement of service level, customer satisfaction, and operational goals.
• Facilitate cross-functional meetings, discovery sessions, collaborative design sessions, and project retrospectives.
• Create and distribute reports, dashboards, playbooks, tip sheets, newsletters, and other communications to support projects and go-lives.
• Apply strong critical thinking and problem-solving skills to address unfamiliar, undefined, and unstable situations, using analytical tools to determine root causes and resolve a broad range of operational challenges.
• Exercise decision-making authority in project leadership, committee facilitation, and process improvement initiatives.
  

Qualifications

• Proven experience in Revenue Cycle operations, contact center management, or related healthcare consulting roles.
• Demonstrated success in workflow optimization, technology deployment, and cross-functional collaboration.
• Strong analytical, communication, and facilitation skills.
• Experience with EPIC, CRM, telephony, automation, and AI technologies preferred.
• Ability to interact effectively with internal stakeholders and external vendors.

• Qualifications:

  - Education: Master's degree, specialized training, or equivalent work experience.

  Certification:

  - Recognized Project Management certification.

  - Recognized Agile related certifications (e.g. Scrum, Scaled Agile, Product Ownership, and/or Project Management).

  Experience:

  - Fifteen years of project management experience.

  - 5 years relevant health care experience in hospital, clinical or patient care environments.

  - Relevant experience in health care technology and implementation.

  - Demonstrated mastery of strategy and implementation of enterprise standards in project management principles, both Agile and Waterfall.

  - Demonstrated mastery of delivering large strategic initiatives.

  - Demonstrated mastery of project management skills including cost management, risk/issue management, scope management, solution development for the initiative approach, schedule management and relevant business and PPM tools.

  - Additionally, demonstrated mastery of coaching and mentoring, communication management, conflict resolution and critical thinking.

  - Proven ability to lead and facilitate work independently and operate as a self-starter using appropriate resources and discernment.

  Preferred -> Agile experience in health care environments.

From day one, Mercy offers outstanding benefits - including medical, dental, and vision coverage, paid time off, tuition support, and matched retirement plans for team members working 32+ hours per pay period.

Join a caring, collaborative team where your voice matters. At Mercy, you'll help shape the future of healthcare through innovation, technology, and compassion. As we grow, you'll grow with us.