• Project Manager (Patient Access Contact Center)

    Insight Global (Los Angeles, CA)


    Job Description

    The Project Manager will lead cross-functional projects spanning patient access, digital scheduling strategy, and enterprise spread initiatives. This role goes beyond PACC (contact center) to support organizational goals that require structured project leadership, change management, and operational translation across multiple teams. The PM ensures requirements are gathered once, communicated consistently, and translated effectively into build and execution by technical teams.

    Core Responsibilities

    • Cross-Functional Facilitation:

     

    o Lead meetings with diverse stakeholders (e.g., Physicians, Operations, MyChart, Cadence, PACC, digital strategy).

     

    o Ensure all teams hear the same requirements and can translate them into their specific work products.

     

    o Coordinate sequencing of dependent work (e.g., CAO before PACC, Cadence decision trees before MyChart/web build).

     

    • Strong Project Management Experience

     

    o The candidate must have demonstrated leadership in managing complex projects, with a proven ability to deliver on time and within scope.

     

    o Experience in navigating multifaceted projects with both technical and operational components is crucial.

     

    • Translation of Requirements:

     

    o Partner with operational leads, physicians, and stakeholders to capture scheduling needs and workflow changes.

     

    o Translate these requirements into actionable deliverables for analysts and technical teams.

     

    • Change Management:

     

    o Guide departments through new workflows and process changes.

     

    o Anticipate and address resistance, ensuring buy-in through clear communication and stakeholder alignment.

     

    o Apply organizational change management principles and tools.

     

    • Adaptability & Resilience:

     

    o Operate effectively in a flexible environment where priorities and direction may shift quickly.

     

    o Maintain composure and productivity during pivots, while keeping teams aligned.

     

    • Go-Live & Implementation Support:

     

    o Provide structure and leadership during go-live phases.

     

    o Likely remote, but available to travel on site for major go-lives (Cedars covers expenses).

     

    o Support service lines during implementation weeks to ensure smooth adoption.

     

    • Stakeholder Communication:

     

    o Tailor messaging to physicians, leaders, and staff with sensitivity to different perspectives.

     

    o Facilitate alignment across groups and drive resolution when buy-in is lacking.

     

    We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

    Skills and Requirements

    • Strong background in operations, patient access, and scheduling workflows.

    • Experience leading complex cross-functional projects with multiple stakeholders.

    • Demonstrated expertise in organizational change management.

    • Proven ability to manage competing priorities, pivot quickly, and still deliver results.

    • Strong communication skills—able to adjust language and style for different audiences.

    • Willingness to flex to physician schedules (early morning/evening meetings as needed).

    • Previous success facilitating stakeholder alignment and translating requirements into technical deliverables.

    • Resilience and adaptability under shifting priorities.

    • Experience from both call center operations and Epic implementation.

    • Must be familiar with the front-end revenue cycle, specifically the appointing side of Epic.

    • Working close with the Epic system, particularly on components such as Decision Trees, Waitlist/FastPass, MyChart direct and ticket scheduling, and online scheduling. -Epic Certifications