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 outcomesEnsuring work is accomplished effectively by managing employee performance, work processes and other resourcesDriving team engagement for program and company successDeveloping a pipeline of excellent talent to fill future business needsAll 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 satisfactionLead the planning, development and approval of program specific operational policies. Monitor policies relating to personnel actions, training and professional development programsConduct onboarding, training, and evaluation of staffManage established key performance initiatives by monitoring, tracking and generating reports for internal and external clientsEXPECTATIONS OF THE JOB:Establish workflow, work methods and performance standards for the teamServe as a point of escalation for calls requiring a higher degree of expertise or discretion to resolve customer issues and/or complaintsContinually evaluate the efficiency, productivity and accuracy of the team and make improvements to attain high levels of achievement in each areaEffective teamwork at all levels and areas of the company; with internal team members as well as external entitiesPresent program information to internal and external clientsEnsure adequate staffing assignment for program commitments In collaboration with workforce managementEnsure successful new employee onboarding and trainingIdentify and execute cross training opportunitiesAdapt to a fast paced, dynamic environment, make independent decisions, maintain confidential information and meet deadlinesAbility to work full program hours Monday through Friday 8am-8pm EST and Saturday-Sunday 10am-4pm ESTTravel 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. 
