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Project Manager 3

EKHP is seeking candidates for Project Manager position. This candidate will work under the direction of the chief operating officer, the project manager will manage a portfolio of four procurements for the HHSC Medicaid Managed Care (MMC) program that includes STAR Health, STAR Plus, STAR CHIP, and STAR Kids. These critical procurements are the subject of heightened public scrutiny and valued in the billions of dollars. The procurements will include advanced procurement strategies such as consensus scoring evaluation methods, as well as multi-step selection methods and service-area driven or program goal-oriented selection criteria in addition to standard criteria.

The project manager will develop a high-level timeline for the MMC portfolio, as well as a detailed timeline for each procurement. The project manager will lead meetings and report regularly to executives and the MMC committee on project status, including budget, scope, schedule, resources, issues, and risks. The project manager will be asked to use both waterfall and agile project management.

Project Manager Duties
The MCC project manager:
 Enforces MMC Committee-established project roles and responsibilities.
 Identifies and plans for needed resources.
 Completes project deliverables within time, cost, and quality constraints.
 Manages procurement timelines, including the sequence and cadence.
 In coordination with any assigned HHS employee or contractor, facilitates procurement workgroups to:
o Define the overall request for proposal template structure within the limits of Texas statute and agency standards.
o Develop the executive summary, narrative, and statement of work.
o Develop solicitation evaluation criteria.
o Develop award selection methods.
o Draft development and submission criteria.
 Develops, maintains, stores and archives project plans, artifacts, and required documentation for each procurement in the portfolio.
 Serves as the primary point of contact for project communications and status reporting.
 Coordinates stakeholder participation in project planning, execution, control, and closure, maximizing involvement during each.
 Provides strategic input, identifies and documents risk, and recommends risk-mitigation strategies.
 Performs other duties as assigned as required to complete each project.

Incident Handler (Tier 1.5) Remote

Job Description:

This entry level Incident Handler position requires the prompt technical responses to questions from outsourced client regarding troubleshooting, diagnosing, and resolving problems for hardware, phones and applications. This Incident Handler requires a thorough knowledge of problem escalation and follow-up processes to ensure timely resolution of reported issues. Related documentation and online knowledge articles are used for troubleshooting; incidents are tracked in an incident ticket tracking system. The primary role of this Incident Handler is to take live trouble-shooting calls as well as email requests daily 100% of the time. This Incident Handler must deliver outstanding customer service in a timely and efficient manner and with a demonstrated commitment to 1st call resolution and overall customer satisfaction.

Responsibilities

• Incident Coordination for all open incidents in scope including escalation according to procedures
• Monitoring of all devices with Netreo OmniCenter
• Monitoring all open incidents in the Vendor ticketing systems
• Monitoring and acknowledging emails in an alerting email inbox
• Monitoring AT&T Business Wi-Fi Portal for downed equipment.
• Communication of all outages or compromised services in Start of Day (SOD) and

End of Day (EOD) reporting
• Monthly reporting on all tickets created during the past 30 days
• Send daily open incident report to CCMS operations team
• Escalating tickets to Tier2-3 and/or other support teams as appropriate
• Basic equipment troubleshooting with clients
• Documents problems
• Maintain knowledge with accurate up-to-date information relating to current policies,
• Provide superior customer support by analyzing, diagnosing and resolving problems within service level agreements
• Must effectively manage call/email workload

Qualifying Experience and Attributes
• Experience in a help desk/call center environment providing technical support in a retail environment (Minimum of 3 years preferred)
• Experience using computer hardware and software applications and have a strong ability to multi task
• Education High school diploma or GED