Northwell Health · 23 hours ago
Associate Program Manager
1111 Marcus Ave, Lake Success, NY, 11042, US
Full-time
Onsite
New Grad, Entry Level
$66K/yr - $98K/yr
0+ years expNorthwell Health is seeking an Associate Program Manager to optimize their Experience program by managing daily operations and analyzing customer feedback. The role involves enhancing reporting and analysis, streamlining processes, and contributing to the overall improvement of customer and employee experiences.
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Responsibilities
Manage daily ticket analysis, review alerts, process VoC shoutouts/feedback, and handle other operational tasks to ensure smooth program execution
Systematically review all customer feedback (positive, negative, and neutral) to identify trends, extract actionable insights, and generate reports to inform decision-making and program improvements
Enhance existing resources and develop new resources (e.g., reports, presentations, training materials) to support effective monitoring, analysis, and communication of program performance
Maintain and update internal content related to the Experience program. Assist with developing new content for training, communication, and reporting purposes
Maintain an inventory and track all patient-facing financial health communications, including billing statements, letters, digital FAQs, and online content
Coordinate logistics and planning with vendor partners related to patient-facing communications and other program initiatives
Identify opportunities to streamline processes and improve efficiency within the Experience program
Collaborate effectively with cross-functional teams, including Experience, Training, Quality Assurance, and Operations, to ensure alignment and effective program implementation
Assists in preparing program assessment, analysis, and strategy recommendations; interfaces with management to collect statistical, utilization, financial, quality and risk performance data for analysis
Evaluates analyses and identifies high risk populations and makes strategic program recommendations; conducts research; identifies industry standards and new innovative practices for analysis
Exhibit a passion for customer experience
Assist with special projects related to the Experience program
Participate in team meetings and contribute to program discussions
Performs related duties as required. All responsibilities noted here are considered essential functions of the job under the Americans with Disabilities Act. Duties not mentioned here, but considered related, are not essential functions
Qualification
Required
Bachelor's Degree required, or equivalent combination of education and related experience
0-1 years of relevant experience, required
Preferred
Proficient in Microsoft Office Suite (Excel, PowerPoint, Word) and experience with data analysis tools or CRM software is a plus
Avaya WFO/QM experience preferred
Reporting capabilities required
Strong analytical skills to review data, identify trends, and draw actionable insights from customer feedback and program performance data
Ability to work effectively with management and part of a team to meet targets
Meticulous attention to detail to ensure accuracy in data analysis, reporting, and content management
A strong customer-centric approach with a passion for delivering exceptional experiences
Experience creating, editing, and maintaining content for various audiences and platforms
Excellent verbal, written, and interpersonal communication skills
Effective organizational, multi-tasking, and prioritizing skills
Ability to handle information professionally and confidentially
Ability to articulate complex concepts in a clear manner
Ability to follow policies, procedures, and regulations
Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment
Company
Northwell Health
Northwell Health is New York State’s largest health care provider and private employer, with 28 hospitals, about 1,000+ outpatient facilities and more than 16,000 affiliated physicians.
10001+ employees
Funding
Current Stage
Late StageTotal Funding
$58.3MKey Investors
National Institute of Mental HealthNational Human Genome Research InstituteBreakthrough Discoveries
2025-12-02Grant· $4M
2025-10-23Grant· $3.2M
2025-06-16Grant· $2.3M
Leadership Team
Michael Dowling
President and CEO
Nick Stefanizzi
Chief Executive Officer at Northwell Direct
Recent News
Morningstar.com
2025-12-15
Company data provided by crunchbase