Overview

The Program Manager will lead and coordinate business operations initiatives across the enterprise to support two interrelated service lines: the Hospital Communications Center and the After-Hours Answering Service. This role partners closely with IT Program Management to ensure seamless integration of technology, process improvements, and service delivery enhancements. A key focus of the role is delivering exceptional customer service and developing proactive strategies to identify, address, and resolve operational issues.

Key Responsibilities:

Program & Project Management

· Lead cross-functional initiatives impacting both service lines, ensuring alignment with strategic goals.

· Develop and manage project plans, timelines, and deliverables in collaboration with the IT program manager, operations, and technical support teams.

· Track program performance, risks, and outcomes, and report progress to leadership.

Customer Service Excellence

· Champion a culture of exceptional customer service across all touchpoints.

· Monitor service quality and customer feedback to identify trends and opportunities for improvement.

· Collaborate with frontline teams to ensure service standards are met and exceeded.

Issue Resolution & Continuous Improvement

Create and execute comprehensive plans to identify, investigate, and resolve operational issues.

· Implement root cause analysis and corrective actions to prevent recurrence.

· Maintain an issue log and resolution documentation for transparency and learning.

Business Operations Support

· Analyze workflows, identify inefficiencies, and implement process improvements.

· Develop and maintain SOPs, training materials, and operational documentation in collaboration with the technical writer for operational workflow.

· Support staffing models, capacity planning, and performance metrics.

Technology & Systems Integration

· Partner with IT Program Manager to implement and optimize communication platforms, call routing systems, and CRM tools.

· Serve as the business lead for system upgrades, testing, and user acceptance while the IT program manager serves as the IT lead.

Stakeholder Engagement

· Facilitate communication between enterprise departments and customers

· Lead stakeholder meetings, gather requirements, and ensure feedback is incorporated into project planning.

Compliance & Quality Assurance

· Ensure adherence to regulatory standards, privacy laws (e.g., HIPAA), and internal policies.

· Support quality assurance initiatives and continuous improvement efforts.

Education

• Bachelor’s degree in Business, Healthcare Administration, or related field (Master’s preferred)

Certification/Licensure

• PMP or similar certification is required within one year of hire

Experience

• 5+ years of experience in program or project management, preferably in healthcare or call center operations

• Strong understanding of IT systems used in hospital communications and answering services

• Proven track record in customer service leadership and issue resolution.

• Excellent communication, analytical, and organizational skills.