Program Manager - Complex Chronic Disease - Clinical Services

Program Manager, Clinical Services

Job summary

The Program Manager, Clinical Services is responsible for leading the planning, implementation, operationalization, and continuous improvement of enterprise-wide program management initiatives across ambulatory, virtual, and specialty care settings. This role partners with clinical, operational, digital health, informatics, quality, finance, and physician leadership teams to design, scale, and sustain programs that improve patient outcomes, care experience, access, and value-based performance. The Program Manager will oversee a portfolio of strategic initiatives. The role is accountable for program governance, stakeholder engagement, KPI development and monitoring, workflow design, technology implementation, vendor management, regulatory readiness, and performance reporting to executive leadership.

Essential functions

• Leads the development, implementation, and scaling of enterprise programs aligned with organizational strategic priorities and value-based care objectives.

• Develops program charters, roadmaps, implementation plans, business cases and budgets, and operational models for new and existing initiatives. Develops documentation including appropriate policies and procedures, functional specifications, user and resource requirements also including schedule and status reports for assigned projects.

• Coordinates multidisciplinary teams across clinical operations, population health, specialty care, ambulatory practices, virtual care, digital health, analytics, and information technology. Engages with key stakeholders and supports and leads change management activities to drive adoption of new workflows and care models.

• Establishes governance structures, project milestones, risk mitigation plans, and executive reporting processes.

• Assesses operations and develops implementation strategies to ensure program readiness, compliance and performance success. Identifies opportunities for process improvement and recommended corrective actions to achieve program goals.

• Leads product and service go-live events by analyzing all aspects of the market relationship, including investigating and understanding the uniqueness of each market and their specific needs.

• Optimizes and coordinates system-wide initiatives, including working with vendors, informatics and frontline service providers.

• Implements and manages plans for standardization of processes, reporting and approaches across multiple divisions within the organization, eg., finance, information technology, or marketing. Tracks and monitors ongoing key performance indicators and data for Business to Business operations and develops and provides regular interpretation to management both at the region, market and system level.

• Supports and coordinates quality control standards and policy work including reporting, business process and control evaluation, remediation of control deficiencies, and on-going monitoring of key success metrics. Attends, facilitates, and leads teams and groups and organizes regular meetings and discussions as assigned.

• Maintains knowledge and understanding of the current trends and developments in healthcare, including keeping abreast of compliance regulations, standards and directives regarding government, third party agencies, or third party payers.

• Provides active feedback to the Subject Matter Expert(s) on products and services developed, as well as suggestions for future program development. Maintains personal and professional development that provides an atmosphere where employees can develop professionally, where they can be challenged, yet mentored and stimulated consistent with their abilities and the needs of the organization

This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation.

Education

• 4 year/ Bachelors Degree, Specialty/Major: Healthcare, business administration, finance, analytics, informatics or related field (required)

• Graduate Degree (Masters), Specialty/Major: Business, healthcare administration, or nursing (preferred)

Experience

• 5+ years of experience in healthcare program management, clinical operations, population health, quality improvement or project management experience (required)

• Experience leading complex cross-functional healthcare initiatives, working with chronic disease management programs or value based care models and demonstrated experience managing multiple simultaneous projects (preferred)

Skills and abilities

Hard/Tech/Clinical Skills:

• Chronic disease management knowledge

• Value based care models

• Healthcare operations and delivery

• EMR systems (preferably EPIC) and integration

• Program and project management skills

• Ability to develop KPIs, dashboards and performance improvement plans

Soft/Interpersonal Skills:

•  Leading through influence and leading multi disciplinary teams

• Executive level stakeholder engagement

• Change management

• Scaling operational initiatives across multiple sites of care

• Lean/principles

• Verbal, written and presentation communication skills

• Strong analytical, organizational and problem solving skills

As a Bon Secours associate, you're part of a Mission that matters. We support your well-being—personally and professionally. Our benefits are built to grow with you and meet your unique needs, every step of the way.

What we offer

• Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible)
• Medical, dental, vision, prescription coverage, HSA/FSA options, life insurance, mental health resources and discounts
• Paid time off, parental and FMLA leave, short- and long-term disability, backup care for children and elders
• Tuition assistance, professional development and continuing education support

Benefits may vary based on the market and employment status.

All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Bon secours – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email recruitment@mercy.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at recruitment@mercy.com