Rely Healthcare

Program Manager

• At Rely Health, we leverage a comprehensive suite of technology tools to ensure every patient receives personalized support throughout their healthcare journey.
• Our patient care navigators utilize advanced AI-driven solutions, multi-channel communication platforms, and real-time data analytics to provide high-quality, cost-effective, and accessible care to diverse communities across the United States.
• By combining human empathy with cutting-edge technology, Rely Health ensures comprehensive, efficient, and accessible care navigation for all patients, regardless of their location or circumstances. Our solution not only reduces worry and frustration for patients and their families but also improves overall health outcomes and reduces the total cost of care.
• About the Role: The Regional Program Manager drives operational excellence and strategic navigation performance across multiple customized client navigation programs, including back office/virtual and in person navigation services.
• This role combines strategic leadership with hands-on operational execution to ensure successful delivery of client-specific metrics while developing high-performing teams.
• Key Responsibilities
• Strategic Program Execution
• Drive strategic program execution across multiple client contracts, ensuring alignment with unique metrics and contractual requirements.
• Develop and implement standardized yet customizable approaches to program delivery while maintaining client-specific objectives.
• Cross-Functional Collaboration: Partner with teams such as Account Management, Product, and Analytics, to align priorities, define deliverables, and ensure seamless integration of operational pilots, programs, and processes.
• Create and maintain frameworks for measuring, analyzing, and reporting program success across varying client metrics.
• Proactively identify and implement operational process improvements to enhance program efficiency and effectiveness.
• Balance resolution of issues with appropriate escalation protocols, ensuring problems are solved at the right organizational level.
• Operational Leadership
• Manage and prioritize operations resources across back office and in person programs based on volume, complexity, and client needs, ensuring optimal staffing models for each service delivery type.
• Develop and manage staffing plans to meet business objectives.
• Monitor and ensure compliance with program Service Level Agreements (SLAs), regulatory requirements, and organizational standards.
• Lead real-time service recovery efforts, implementing coaching and process improvement plans to address client and patient concerns.
• Establish and enforce protocols for any operational changes or new workflows.
• Create structured communication channels ensuring collaboration with onsite navigation teams and care back office teams.
• Manage the ongoing development and refinement of the care advocate and operations staffing system.
• Innovation and Technology
• Guide teams through program changes and technology implementations.
• Participate in product development discussions, representing operational perspectives and requirements.
• Collaborate with product content developers to ensure tool effectiveness and user experience optimization.
• Guide navigation teams in proper utilization of product feedback channels and feature request protocols.
• Identify and prioritize automation opportunities based on operational impact and feasibility.
• Lead implementation and adoption of new features, translating technical capabilities into operational value

Regional Program Manager - Midwest/East Coast