Reporting to Account Director or Senior Account Director, responsible for overall management of assigned client programs
Provide oversight of program operations, identify and mitigate risks, resolve escalated issues, and drive process improvements
Partner with the Account Director to manage client relationships and represent program operations in client meetings
Direct day-to-day program operations, ensuring effective escalation management and resolution of complex issues
Monitor and analyze KPI and SLA achievement, maintaining compliance with client requirements and internal policies
Develop and implement mitigation strategies for operational risks
Drive continuous process improvement initiatives and maintain SOPs and workflows
Analyze program data for actionable insights to inform decision-making and support planning
Collaborate with internal teams to optimize program performance and support onboarding of new programs

High school diploma or equivalent (Required)
Bachelor’s degree (Preferred)
5–7 years of healthcare, reimbursement, or patient support program experience (Required)
2–3 years of program management, operations, or leadership experience (Required)
Experience working directly with clients in a healthcare or vendor environment (Preferred)
Experience with CRM and case management systems (Preferred)
Knowledge of medical and pharmacy benefits, prior authorizations, appeals, and reimbursement processes (Required)
Advanced critical thinking and problem-solving skills (Required)
Excellent written, verbal, and interpersonal communication skills (Required)
Strong analytical, interpretation, and data-driven decision-making skills (Required)
High level of organizational and attention to detail skills (Required)
Advanced business software and applications Microsoft Office (Excel, PowerPoint, Word), etc. (Required)
Ability to manage and strengthen client relationships through clear communication, trust-building, and proactive engagement (Required)
Ability to manage multiple programs and priorities in a fast-paced environment (Required)
Ability to lead process improvement initiatives (Required)

Program Manager

Key skills