The Program Manager provides leadership, management, coordination and direction for all assigned programs and systems, and is responsible for operational performance and ensuring the needs of the program are achieved. Manages program/system performance, coordinates resources and balances workload to achieve objectives and strategies. Works with physicians, APPs, allied health staff and practice leadership in development and execution of strategic plans, programmatic logistics, process improvement opportunities and program certification requirements. Provides subject-matter expertise regarding program, system and project. Independently leads problem-solving and decision-making activities (in alignment with supervisors and practice leadership), within the program/system scope and change management process assessing risks and actions to accomplish goals. Continually evaluates processes and procedures for effectiveness and efficiency, while implementing quality improvement efforts. Participates in meetings, work sessions and presentations to ensure timely communication. Accountable for the achievement of program goals, objectives, timelines and programmatic certification. Determines and establishes programmatic/systematic infrastructure, stakeholder relationships and recommendations of communication plans. Manages/coordinates multiple complex systems/programs with internal and external customers. Develops program strategy, program planning, implementation plan(s) and program metrics. Ensures high quality and minimum program costs by implementing and maintaining a quality management program across all programs/systems.

Bachelor's degree required in management, business administration, health care administration, clinical care or related field with a minimum of 5 years of related experience; OR Master's degree in management, business administration, health care administration, clinical care or related field with a minimum of 3 years management or related experience required. 

Working knowledge of clinical practice/operations, data management, timeline/project management, computer/related systems are required. Must have demonstrated competencies in strategic and program/systems thinking, business acumen, clinical practice operations, decision-making, leading change, change management, global thinking, influence without authority, communication, conflict resolution, process and systems change and performance excellence. Demonstrated project management and knowledge of continuous improvement methods. Must have the ability to independently manage a varied workload of projects and assignments with multiple priorities in a rapidly changing environment. Will need to take initiative to develop and implement innovative solutions to issues with significant financial and operational impact to the program. Working knowledge and understanding of performance metrics, planning and resource development/enhancement is essential. Must have strong interpersonal skills with demonstrated effectiveness in management and group dynamics, including team problem solving skills. Excellent written and verbal communication skills, including presentation skills are required.

Additional Requirements:

Proven experience as a contact center leader with measurable results in improving performance, leading high-performing teams, and driving operational excellence.

Operational & Performance Excellence:
•    Demonstrated success managing large, complex contact center operations with strong understanding of staffing models, workflows, KPIs, SLAs, and patient experience outcomes.
•    Ability to apply data-driven insights to evaluate performance, identify trends, solve complex problems, and implement continuous improvements.

Technology & Platform Expertise:
•    Hands-on experience optimizing telephony and contact center technologies including IVA (conversational AI) platforms, Workforce Management, Call Recording, Speech Analytics, CRM Platforms, Knowledge Management applications and omnichannel systems.
•    Proven ability to configure, support, and enhance application platforms to improve routing, workflows, and operational efficiency.

Solution Design & Implementation:
•    Experience designing and deploying contact center solutions such as omnichannel engagement, AI-enabled interactions, and integrations with multiple data systems.
•    Skilled in developing procedures, workflows, and system enhancements that evaluate accuracy, efficiency, and the patient experience.

Quality, Accuracy, & Documentation:
•    Strong ability to ensure high-functioning system design that supports accurate documentation, precise routing, and reliable resolution of inquiries.