Manager Program Management

Job Description

THE POSITION:

The Manager, Program Management is responsible for oversight of the program, leading a team of Supervisors and serving as a resource for team members. This position manages activities and relationships between team members, the patient community and clients. The manager coordinates and administers program services and policies, supports the development of operating policies and procedures, and directs the work of designated program team members. The manager is accountable for achievement of key performance indicators, contractual requirements, and quality of program products and services to deliver maximum client and patient satisfaction. Additionally, the manager is responsible to drive process and program improvements.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by:

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.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

PEOPLE LEADER:

People leaders must possess both the skills to effectively accomplish these tasks and the emotional intelligence to do so in alignment with our cultural values. In addition to the critical management and leadership tasks listed above, this role also includes the following unique responsibilities:

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

Travel may be required; approximately less than 10%

The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.