Program Manager - Patient Support Services

Kikiktagruk Inupiat Corporation•Bethesda, MD

3d•Onsite

About The Position

The Program Manager is responsible for the comprehensive management and oversight of Medical Support Assistant (MSA) services supporting the Patient Support Services Division (PSSD) at the NIH Clinical Center. The Program Manager serves as the primary point of contact with leadership and is accountable for staffing, performance, compliance, and continuous improvement in a complex clinical research environment. This position is contingent upon contract award.

Requirements

Bachelor's degree in Healthcare Administration, Business Administration, or related field (or equivalent experience).
5+ years of program or operations management experience in a healthcare setting.
Experience managing large, 24 hours a day/7 day a week/ 365 days a year, multi-shift teams in a clinical or hospital environment.
Knowledge of patient access functions (scheduling, admissions, registration).
Experience supporting federal or government healthcare contracts preferred.
Proven ability to adapt quickly and perform in a fast-paced clinical research environment.
Proficiency in Microsoft Office and healthcare information systems.
Demonstrated critical thinking, sound judgment, and effective decision-making skills.
Strong verbal and written communication skills, with the ability to convey complex information clearly and effectively.

Responsibilities

Direct all contract operations supporting admissions, outpatient/inpatient units, and patient support service areas.
Ensure consistent, uninterrupted administrative support aligned with clinical research priorities.
Oversee staff deployment, including cross-coverage ("floating") to meet dynamic operational needs.
Recruit, pre-screen, and deliver qualified candidates within required timelines.
Oversee onboarding, credentialing, and required training for all staff.
Maintain full staffing coverage across all shifts, including weekends, holidays, and surge needs.
Ensure availability of trained personnel for absences.
Establish and enforce high standards for patient-centered services.
Ensure MSA staff effectively manage patient interactions involving scheduling challenges, wait times, and complex care coordination.
Address escalated concerns and ensure timely resolution while maintaining professionalism and compassion.
Ensure effective execution of all MSA functions.
Monitor patient flow and administrative processes to support timely clinical research activities.
Ensure adherence to all contract requirements, Clinical Center policies, and federal regulations.
Coordinate staff scheduling, leave approvals, and coverage plans.
Lead corrective action plans when performance standards are not met.
Produce and deliver required operational and performance reports.
Ensure staff proficiency in office systems and electronic medical records.
Other duties as assigned.