Project Manager/Business Analyst, Agent Operations
Project Manager/Business Analyst, Agent Operations
We are a growing healthcare technology company delivering cutting-edge AI solutions to optimize care management, patient engagement, and operational efficiency. Our platform supports large provider organizations, health plans, and care management teams with AI-powered care manager and virtual call agent services.
We are seeking a detail-oriented, collaborative, and client-facing Project Manager/Business Analyst to lead and support implementation projects with health systems, payers, and care delivery organizations. This dual role will be responsible for coordinating internal and client-facing project activities, tracking deliverables and milestones, and also performing critical business analysis to bridge the gap between client needs and technical solutions. The ideal candidate will be adept at both strategic project oversight and granular requirements gathering, contributing significantly to the success of each deployment.
Responsibilities: Client Implementation Management (Project Management Focus)
* Lead cross-functional workstream meetings and serve as the primary point of coordination across implementation activities.
* Manage project plans, timelines, and task trackers across internal and client teams.
* Identify and escalate risks, issues, and dependencies that may impact go-live success.
* Support readiness reviews and go-live checkpoints.
* Ensure post-launch activities such as stabilization support and performance monitoring are coordinated effectively.
Responsibilities: Business Analysis & Requirements Gathering (Business Analyst Focus)
* Conduct in-depth discovery sessions with client stakeholders to understand current state processes, pain points, and desired future state.
* Elicit, document, and validate detailed business requirements, functional specifications, and user stories.
* Translate complex business needs into clear, concise, and actionable requirements for product, data engineering, and clinical operations teams.
* Perform gap analysis between client requirements and existing product capabilities, identifying potential customizations or enhancements.
* Develop and maintain documentation such as process flows, use cases, and data mapping specifications.
* Support user acceptance testing (UAT) by developing test cases, coordinating testing activities, and tracking defects to resolution.
* Act as a liaison between business stakeholders and technical teams, ensuring mutual understanding and alignment throughout the project lifecycle.
Responsibilities: Communications & Collaboration
* Facilitate clear and timely communication between client stakeholders and internal teams (e.g., product, data engineering, clinical operations).
* Prepare and deliver weekly status reports, risk logs, and meeting notes to internal and external audiences.
* Maintain shared documentation, deliverables trackers, and decision logs in project management tools (e.g., Asana, Jira, Smartsheet, Confluence).
* Monitor progress against milestones and flag potential delays or bottlenecks.
* Ensure post-launch activities such as stabilization support and performance monitoring are coordinated effectively.
Qualifications
* 2–4 years of combined experience in project management and business analysis, preferably within healthcare technology or services.
* Prior experience supporting large health systems, health plans, or care management programs strongly preferred.
* Strong understanding of care management workflows, payer operations, or patient engagement technologies.
* Proven ability to elicit, document, and manage detailed business requirements.
* Experience with process mapping, gap analysis, and use case development.
* Strong organizational skills with attention to detail and the ability to manage multiple workstreams in parallel.
* Excellent communication, documentation, and meeting facilitation skills, with the ability to articulate complex technical concepts to non-technical audiences and vice-versa.
* Proficient in project management and collaboration tools (e.g., Google Suite, Confluence, Slack).
* Bachelor’s degree in Health Administration, Public Health, Business, Information
* Systems, or a related field.
Nice to Have
* Familiarity with AI-enabled healthcare products or patient-facing digital tools.
* PMP, CSM, CBAP, or other relevant project management or business analysis certification (a plus but not required).
Salary and Benefits
We offer competitive salary and benefits, including 401k matching up to a certain percentage of your salary, health, vision, and dental insurance, and very flexible paid time off.
Background Checks
As a health technology company, we reserve the right to run a background check on any applicant to which we extend an offer and to re-perform any such check at any time during the course of employment. Please know that there is no set policy on rejecting candidates because of certain background check results, and that we look at a candidate as a whole before making any decisions. We comply with all “ban the box” laws in applicable jurisdictions.
Assistance
If you have a disability or otherwise require any assistance whatsoever in the application or recruitment process, please feel free to submit a request .
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