Senior Program Manager or Project Manager - Healthcare Call Center

Job DescriptionJob DescriptionDescription:

Position Summary

Valor Healthcare is seeking a seasoned Senior Program Manager to lead execution and contract performance for the Global Nurse Advice Line (GNAL-NG) a Department of Defense (DoD) sponsored initiative supporting 24/7 virtual care, centralized appointment scheduling, and care coordination for Military Health System (MHS) beneficiaries. This role provides strategic oversight of program delivery, contractual compliance, and stakeholder engagement across a high-volume, multi-channel healthcare contact center.

Responsibilities

• Program Leadership: Lead and supervise a team of healthcare professionals, demonstrating strong leadership, interpersonal, organizational, and communication skills.
• Program Implementation: Manage the implementation of nurse triage programs, including resource identification, allocation, maintenance, and adjustments as needed.
• Formal Planning: Develop comprehensive plans for program execution, ensuring that all aspects are well-defined and tracked.
• Performance Tracking: Oversee the formal tracking and reporting of program performance metrics to ensure alignment with organizational goals.
• Quality Assurance: Maintain the highest standards of patient care and quality assurance within the call center operations.
• Regulatory Compliance: Ensure that all programs and activities adhere to relevant healthcare regulations and guidelines.
• Collaboration: Collaborate with cross-functional teams to ensure the success of healthcare programs and projects.
• Stakeholder Management: Serve as the primary liaison to government COR, CO, and clinical stakeholders; ensure proactive communication and issue resolution.
• Performance Reporting: Maintain dashboards, deliver performance reports, and oversee compliance with URAC standards and federal healthcare requirements.

Requirements:

• Minimum of 10 years of progressive project and/or program management experience.
• Must have experience with healthcare call center or nurse triage program management.
• Demonstrated leadership in call center operations, centralized scheduling, or nurse triage programs
• Proven experience in supervisory positions, with the ability to lead, motivate, and track performance in a heavy volume setting.
• Bachelor’s degree in healthcare management, business administration, communication, IT, social science, or related field.
• Demonstrated experience managing and implementing programs, including identifying, maintaining, and/or adjusting the resources; overseeing the formal planning, tracking, and reporting of program performance.
• Must have served in supervisory positions and show examples of how the individual has applied strong leadership, interpersonal, organizational, and communication skills in implementing programs and projects.
• US Citizenship is required.

Qualifications:

• Experience supporting government healthcare contracts (VA, DoD, CMS, etc.)
• Direct experience managing contract deliverables, timelines, and budgets across multi-disciplinary teams
• Familiarity with Microsoft Teams, SharePoint, and Power BI for performance reporting and collaboration

This job is CONTINGENT upon contract award, client approval, completion of a favorable background investigation, and the ability to obtain and maintain a Public Trust / High Risk clearance.

Valor Healthcare is an equal opportunity employer.

Qualified applicants will receive consideration for employment without regard to , , , , , , , , or protected veteran status