Full-Time Manager, Program Management

Manager, Program Management is responsible for oversight of the program, leading a team of Supervisors and serving as a resource for team members.

Manages activities and relationships between team members, the patient community and clients.

Coordinates and administers program services and policies, supports development of operating policies and procedures, and directs the work of designated program team members.

Accountable for achievement of key performance indicators, contractual requirements, and quality of program products and services to deliver maximum client and patient satisfaction.

Drives process and program improvements.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Setting clear direction, effective plans and measurable outcomes
• Ensuring work is accomplished effectively by managing employee performance, work processes and other resources
• Driving team engagement for program and company success
• Developing a pipeline of excellent talent to fill future business needs
• All other duties as assigned.

PEOPLE LEADER:

• Lead the team’s program services and policies; administer and execute the delivery of high quality patient and client services, improve program efficiency and high team member job satisfaction
• Lead the planning, development and approval of program specific operational policies.
• Monitor policies relating to personnel actions, training and professional development programs
• Conduct onboarding, training, and evaluation of staff
• Manage established key performance initiatives by monitoring, tracking and generating reports for internal and external clients

EXPECTATIONS OF THE JOB:

• Establish workflow, work methods and performance standards for the team
• Serve as a point of escalation for calls requiring a higher degree of expertise or discretion to resolve customer issues and/or complaints
• Continually evaluate the efficiency, productivity and accuracy of the team and make improvements to attain high levels of achievement in each area
• Effective teamwork at all levels and areas of the company; with internal team members as well as external entities
• Present program information to internal and external clients
• Ensure adequate staffing assignment for program commitments In collaboration with workforce management
• Ensure successful new employee onboarding and training
• Identify and execute cross training opportunities
• Adapt to a fast paced, dynamic environment, make independent decisions, maintain confidential information and meet deadlines
• Ability to work full program hours Monday through Friday 8am-8pm EST and Saturday-Sunday 10am-4pm EST
• Travel may be required; approximately less than 10%

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

• Associate’s Degree and 10 years’ experience or Bachelor’s Degree 8 years’ experience
• Customer service experience
• Supervisory experience
• Experience in a healthcare setting
• Demonstrated proficiency in Microsoft Word, Excel, Outlook, and PowerPoint
• Ability to communicate effectively to the business unit(s) as a whole, and individually, to discuss issues, new process, training and to gather input on ways to improve the program/programs(s)
• Critical thinking and problem solving skills with the ability to perform detail-oriented work accurately
• Ability to work with multiple stakeholders (patients, clients, physicians) in a fast paced environment
• Proves to be a professional of unquestionable integrity, credibility and character who demonstrates high moral and ethical behavior.

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