Program Manager – Tier II Policy Help Desk

Williams Consulting LLC-posted 2 months ago
Mid Level
MD
11-50 employees
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Williams Consulting LLC (WCLLC), a Baltimore, Maryland-based government contracting firm, is seeking a Program Manager to lead efforts supporting the Centers for Medicare and Medicaid’s Consumer (CCIIO’s) Information and Insurance Oversight’s Program execution efforts. The ideal candidate will have extensive government contracting experience with a preference support CMS and/or CCIIO. This position will serve as the principal interface with CMS’s Contracting Officer’s Representative (COR) and provide leadership oversight for a program designed to ensure that service operations meet or exceed defined service level agreements (SLAs) through a disciplined, data-driven, and customer-focused approach. Williams Consulting, LLC is an 8(a), HUBZone, Woman-Owned Small Business, and Economically Disadvantaged Woman-Owned Small Business with Federal, State, local, and commercial clients. We value our employees and recognize their contributions to the success of our clients and our company. We offer competitive salaries and support flexible work locations and scheduling, when possible. We offer competitive benefits including Medical, Vision, and Dental coverage through national plans. We also offer Life, AD&D, Short- & Long-Term Disability Insurance, PTO, and 401k matching.

  • Provide strategic and day-to-day oversight for all program tasks (Project Management; Help Desk Operations; Training; Reporting; Integration; and Transition In/Out).
  • Serve as the primary liaison with CMS, offering central coordination lead support among multiple CMS contractors and stakeholder teams.
  • Implement and monitor SLAs to ensure performance goals are met or exceeded across all ticket-handling categories.
  • Lead multidisciplinary, geographically dispersed staff delivering policy support and technical assistance 7 days per week (8 AM – 1 AM ET) and 24×7 during surge periods.
  • Oversee Customer Relationship Management solutioning and system interoperability to support efficient ticket routing, reporting, and workflow automation.
  • Use data analytics and performance dashboards to evaluate ticket trends, identify root causes, and optimize response quality.
  • Translate and operationalize legislative and regulatory mandates, such as Affordable Care Act (ACA) provisions or related payer-policy updates, into actionable Tier II support procedures.
  • Apply expertise from the health insurance payer industry to improve triage accuracy, escalation handling, and customer satisfaction.
  • Manage multi-stakeholder Help Desk escalations, collaborating with policy subject matter experts (SMEs) and CMS stakeholders to resolve complex or high-visibility issues.
  • Drive technical innovation and continuous improvement in help-desk operations, documentation, and automation tools.
  • Develop and maintain the Project Management Plan (PMP), Quality Assurance Surveillance Plan (QASP), and risk-mitigation framework.
  • Deliver bi-weekly progress meetings, monthly status reports, and quarterly performance briefings to CMS leadership.
  • Foster a culture of collaboration, accountability, and results-driven service excellence.
  • Bachelor’s degree in Public Health, Healthcare Administration, Information Systems, or related field — or equivalent combination of education and directly relevant professional experience.
  • Minimum 7–10 years of progressive program/project management experience supporting federal health agencies.
  • Project Management Professional (PMP) preferred or equivalent experience managing complex federal programs.
  • Familiarity with CMS Systems is a plus.
  • Demonstrated success leading CMS or ACA-related initiatives involving policy interpretation, stakeholder coordination, and multi-system integration.
  • Background in payor-side health insurance operations, policy compliance, or exchange-related initiatives.
  • Demonstrated ability to translate legislation into operational guidance for customer-support environments.
  • Experience driving technical modernization or automation in service-desk operations.
  • Proven background in data analytics and performance management, including dashboard reporting.
  • Experience leading Customer Relationship Management (CRM) solutioning.
  • Demonstrated leadership in multi-contractor environments, ensuring coordination, performance alignment, and consistent communications.
  • Expertise in risk management, quality assurance, and SLA enforcement for high-volume service environments.
  • Experience managing remote, geographically dispersed staff.
  • Excellent leadership and team management skills.
  • Excellent communication, writing, and presentation skills.
  • Strong attention to detail, organization, and efficient time management.
  • Must demonstrate professionalism and a positive work ethic in all situations.
  • Must be able to provide three or more references that can attest to your qualifications and requirements during the interview and application process.
  • Background investigation required.
  • Medical coverage through national plans.
  • Vision coverage through national plans.
  • Dental coverage through national plans.
  • Life Insurance.
  • AD&D Insurance.
  • Short- & Long-Term Disability Insurance.
  • Paid Time Off (PTO).
  • 401k matching.
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