About Us
At Gifthealth, we're revolutionizing the way people experience healthcare by simplifying the process of managing prescriptions and health services. Our mission is to provide a seamless, personalized, and efficient healthcare experience for all our customers. We're a dynamic, innovative, and customer-centric company dedicated to making a positive impact on people's lives.
Position Summary
Reporting to Account Director or Senior Account Director, the Program Manager is responsible for the overall management, performance, and continuous improvement of assigned client programs. The Program Manager provides oversight of program operations, proactively identifies and mitigates risks, resolves escalated issues, and drives process improvements.
We are seeking a Program Manager to serve as a key liaison between internal teams and client stakeholders, working closely with the Account Director to ensure program success, client satisfaction, and operational excellence. This position plays a key role in leading cross-functional collaboration, ensuring alignment with organizational goals, operational excellence, and compliance standards.
Key Responsibilities
- Partners with the Account Director to oversee overall program performance, provide strategic direction, manage client relationships, and represent program operations in recurring client meetings, business reviews, audits, and strategic planning sessions
- Directs day-to-day program operations through close collaboration with supervisors and team leads, providing guidance, coaching, and performance support while ensuring effective escalation management and resolution of complex issues impacting patients, providers, or clients
- Monitors, analyzes, and ensures achievement of all KPIs and SLAs, maintains compliance with client requirements, regulatory standards, and internal policies, and actively addresses performance gaps through corrective action plans
- Proactively identifies operational risks, trends, and gaps; develops and implements mitigation strategies; and leads timely resolution of escalated or high-impact issues to minimize disruption and protect service quality
- Drives continuous process improvement initiatives to enhance efficiency, quality, and client satisfaction, while developing, refining, and maintaining SOPs, workflows, and business rules aligned with operational best practices
- Analyzes program data and reporting to generate actionable insights, informs decision-making, supports forecasting and capacity planning, and provides clear, data-driven recommendations to clients and internal leadership
- Collaborates with internal teams including QA, Training, IT, and Operations to optimize program performance, support onboarding of new programs, and contribute to workflow design, system implementations, resource planning, and training coordination
Qualifications
- Education:
- High school diploma or equivalent (Required)
- Bachelor’s degree (Preferred)
- Licensure/Certification: N/A
- Experience:
- 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, Skills, & Abilities:
- 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)
Work Environment
- Location: Remote
- Schedule: 8:00 A.M. to 5:00 P.M. Monday through Friday with night and weekend hours on occasion as determined by the needs of the business and cross-facility travel as needed
- Regular meetings with internal Safety, Compliance, Quality, Training, and Operations Management teams. This role may also have meetings with external vendor and consultant partner representatives.
Key Essential Functions
- Must be able to remain in a stationary position for extended periods while writing or reviewing documentation
- Must be able to work on a computer for the entire shift
- Must be able to attend virtual meetings with cross-functional teams
Employment Classification
Status: Full-time
FLSA: Exempt
Equal Employment Opportunity (EEO) Statement
Gifthealth is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, transgender status, national origin, age, disability, veteran status, or any other legally protected status.
We celebrate diversity and are committed to creating an inclusive environment for all employees. If you do not meet every requirement but still feel you would be a great fit for this role, we encourage you to apply!
Disclaimer
This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, or skills required of personnel. Gifthealth reserves the right to modify job duties or descriptions at any time.
