Program Manager

• Manage project schedules and tasks for operations team members
• Manage work assignments to project and contract scope
• Build and maintain client trust
• Provide structure and guidance, work leadership, and management to multiple remote teams of healthcare business administrators, technical writers, and training professionals who support policy and programmatic questions about the Affordable Care Act.
• Lead the strategic structuring of operational workflows and auditing to ensure scalable, efficient, high quality and consistent service delivery.
• Design and implement frameworks to monitor key operational metrics, including performance KPIs, service level adherence, and resource utilization.
• Oversee the analysis and reduction of case backlogs, establishing governance models and continuous improvement initiatives based on ITIL best practices with a strong focus on incident, problem, and change management processes.
• Collaborate cross-functionally with development teams to standardize and optimize processes, drive data-informed decisions, and enhance overall operational transparency and accountability.
• Ensure accurate and timely updates to project schedules and reporting for milestones, project progress, and other operational metrics.
• Attend or facilitate client meetings to identify business needs and provide recommendations for approaches to solving challenges with operations techniques.
• Oversee the delivery of reports, dashboards and insights that analyze key operations and performance metrics.
• Oversee the research and tracking of ongoing legislative and regulatory changes that impact program implementation and operations with a high degree of organization
• Present strategies to bridge policy, data, and system implementation in briefings and other formats to internal teams and CMS.
• Provide input or preparing technical reports/briefings based on the expert interpretation of analyzed data.
• Oversee communication strategies for the ACA and NSA to enhance stakeholder engagement activities with a Human Centered Design mindset.
• Execute program strategies and leadership goals.
• Provide direct supervision and mentorship of team members.

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