Deputy Program Manager

Lawelawe Training Services • San Antonio, TX

5d • Hybrid

About The Position

Lawelawe is seeking an experienced operational leader to serve as Deputy Program Manager, supporting the Defense Health Agency Office of General Counsel Claims Division. This role involves supervising personnel, coordinating priorities, and maintaining performance in a healthcare-claims environment. The Deputy Program Manager will assist the Program Manager with daily operations, manage workloads, resolve issues, mentor employees, and communicate with Government stakeholders. This position also serves as the designated alternate Program Manager, ensuring continuity of service and supporting the Government’s recovery of healthcare costs.

Requirements

• At least five years of project or program management experience and five years of direct supervisory experience, including responsibility for employee performance, workload assignments, scheduling, coaching, and operational results.
• Supervisory experience may overlap with project or program management experience.
• Experience overseeing daily contract operations and serving as the designated alternate Program Manager during the Program Manager’s absence, including maintaining operational continuity for a multi-person team.
• Experience balancing workloads, monitoring deadlines, resolving operational issues, implementing corrective actions, and coordinating staffing, leave coverage, hybrid-work schedules, and shared workspace usage.
• Ability to communicate professionally with Government personnel, insurance carriers, attorneys’ offices, and other stakeholders and to prepare accurate operational and performance reports.
• Availability to work an eight-hour shift within the contract’s 0600–1800 Central Time service window.
• Experience reviewing and processing medical records, billing statements, insurance documentation, claims correspondence, payment records, financial information, or similar documentation in accordance with detailed procedures.
• Familiarity with healthcare billing, third-party collections, insurance denials and appeals, payment verification, or healthcare cost-recovery activities.
• Strong attention to detail and the ability to independently manage multiple electronic case files, competing priorities, deadlines, correspondence, data entry, and document-control requirements.
• Experience working under established productivity, accuracy, timeliness, and quality-control standards.
• Ability to learn and maintain proficiency in Government claims, medical-record, eligibility, financial, and case-management systems, including ACMP, ABACUS, DEERS, GFEBS, JLV, MHS GENESIS, PEPR, SharePoint, or comparable systems.
• Experience safeguarding HIPAA-protected records, personally identifiable information (PII), protected health information (PHI), controlled unclassified information (CUI), or other sensitive Government information.
• Professional written and verbal communication skills, with proficiency in Microsoft Word, Excel, Outlook, Teams, and SharePoint.
• Must be a U.S. citizen and possess a Public Trust determination or the ability to successfully complete a Government background investigation.
• Must obtain and maintain a Common Access Card and all required Defense Health Agency system access.

Nice To Haves

• Associate or bachelor’s degree in healthcare administration, business administration, paralegal studies, finance, insurance, or a related field is preferred.
• Experience supporting a federal healthcare program, Department of Defense organization, federal agency, or Government contractor is preferred.

Responsibilities

• Serve as the designated alternate Program Manager and assume responsibility for daily contract operations during the Program Manager’s absence.
• Assist the Program Manager with direct supervision, employee performance monitoring, staffing, attendance, leave coordination, and workforce development.
• Coordinate with the Government’s Contracting Officer’s Representative on performance, staffing, scheduling, and reporting matters as delegated or when acting as alternate Program Manager.
• Distribute and balance claims workloads based on case complexity, employee capacity, program priorities, and deadlines.
• Monitor shared organizational email inboxes and physical mail for incoming claims, correspondence, and inquiries.
• Process new referrals and establish Medical Affirmative Claims and Third-Party Collection case files.
• Enter claims and case information into ACMP and other required government systems.
• Maintain accurate electronic case files, tracking logs, correspondence, and supporting documentation.
• Research and collect authorized patient, beneficiary, treatment, billing, insurance, eligibility, and case-related information.
• Access medical, administrative, eligibility, and financial systems to obtain records, treatment timelines, billing statements, patient demographics, and related information.
• Verify patient and claim information and identify missing, inaccurate, or inconsistent data.
• Gather and organize medical records, accident reports, insurance information, billing data, and supporting documents for review.
• Properly name, index, upload, and maintain documents in SharePoint and government case-management systems.
• Record Third-Party Collection denial codes and payer responses.
• Complete standardized appeal templates and assemble appeal packages for higher-level review.
• Research potentially liable parties, insurance carriers, civilian attorneys, and other relevant entities.
• Prepare notices of claim using government-approved templates.
• Draft standard demand letters, settlement memoranda, and other routine correspondence for review and signature by authorized government personnel.
• Prepare and mail claims forms and supporting documentation when electronic submission is unavailable.
• Respond professionally to routine inquiries from insurance carriers, attorneys’ offices, healthcare organizations, government personnel, and other authorized parties.
• Provide approved, non-sensitive documentation in accordance with government direction.
• Update case status information within required timeframes.
• Track case milestones, correspondence, follow-up actions, payment activity, and statute-of-limitations deadlines.
• Perform data cleanup and first-level quality reviews of claims, reports, case files, and supporting documentation.
• Process cash collection vouchers and support the routing of recovered funds to the appropriate line of accounting.
• Verify payments, settlements, unpaid balances, and case status using authorized financial systems.
• Assist with collecting productivity, claims-processing, payment, and financial-recovery metrics for monthly reporting.
• Follow established standard operating procedures, quality control requirements, and supervisory direction.
• Perform other duties as assigned.

Benefits

• A competitive compensation package
• Comprehensive health and wellness benefits, including medical, dental, and vision plans
• Access to company-provided retirement savings options with matching contributions
• Opportunities for professional growth and continued learning
• Additional perks such as discounts on various services and products

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree