Senior Program Manager or Project Manager - Healthcare Call Center

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.

• 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.

Preferred 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 race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status