Program Manager- Charlotte, NC

Cross Country•Charlotte, NC

About The Position

BASIC PURPOSE: The Program Manager is responsible for managing client relationships, driving business growth, and leading the Program Support Team for assigned PACE homecare program accounts. This role ensures client satisfaction through consistent communication, on-site visits, and proactive service delivery. The Program Manager partners with sales and account management teams to identify and develop new business opportunities, while ensuring delivery excellence and compliance with company and regulatory standards. ESSENTIAL FUNCTIONS: Serve as the primary point of contact for PACE program clients, building strong, trusted relationships. Conduct regular client visits and satisfaction meetings to strengthen partnerships and address concerns. Partner with sales and account management teams to identify, pursue, and secure new business opportunities. Monitor client performance metrics (e.g., satisfaction scores, fill rates, retention) and implement strategies for continuous improvement. Drive business expansion within existing accounts by identifying service gaps, offering additional solutions, and ensuring client retention. Lead, mentor, and develop the Program Support Team to ensure high performance and accountability. Provide training, coaching, and guidance to coordinators and administrative staff. Oversee daily operations, ensuring accurate data management, compliance, and timely execution of deliverables. Assign and balance workload across the team to ensure efficient operations and adequate coverage. Collaborate with cross-functional leaders to align strategies, resolve challenges, and improve processes. Ensure compliance with company policies, contractual obligations, and regulatory standards. Oversee credentialing, documentation, and audit readiness for assigned accounts. Review and approve reports, submissions, and client deliverables for accuracy and timeliness. Identify risks or performance gaps and implement corrective actions. Maintain knowledge of industry trends, regulations, and best practices affecting PACE programs and homecare staffing. Act as liaison between clients, caregivers, healthcare professionals, and internal teams to ensure seamless service delivery. Partner closely with sales, account management, and corporate leadership to meet business objectives. Provide timely, accurate updates on program status, challenges, and opportunities to senior leadership. Represent the company with professionalism, integrity, and a strong client-service focus. Implement quality assurance measures to maintain high standards of care and client satisfaction. Conduct regular audits and assessments to identify areas for improvement and implement corrective action. May be required to provide after-hours, weekend, and holiday coverage based on business needs, ensuring timely coordination of staffing and effective communication with PACE program partners to maintain continuity of care. Other duties as assigned.

Requirements

Minimum 2+ years’ experience in Account or Program Management or 3+ years’ experience in client relations role, preferably in the healthcare staffing or homecare industry.
Minimum 2 years of leadership experience in healthcare staffing, homecare, or a related field.
Proven success in client relationship management, account growth, and team leadership.
Excellent communication, negotiation, and presentation abilities.
Knowledge of healthcare regulations and compliance requirements.
Proficiency in Microsoft Office Suite and comfort with virtual platforms (Teams, Zoom).
Bilingual in Spanish/ English required
High School Diploma or equivalent required.
Bachelor’s degree preferred or any equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.
High School or equivalent required; Bachelor's degree in Business Administration, Healthcare Administration, or a related field preferred; or any equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.

Nice To Haves

Prior experience managing PACE program accounts or homecare staffing.
Familiarity with MSP/VMS technology.

Responsibilities

Serve as the primary point of contact for PACE program clients, building strong, trusted relationships.
Conduct regular client visits and satisfaction meetings to strengthen partnerships and address concerns.
Partner with sales and account management teams to identify, pursue, and secure new business opportunities.
Monitor client performance metrics (e.g., satisfaction scores, fill rates, retention) and implement strategies for continuous improvement.
Drive business expansion within existing accounts by identifying service gaps, offering additional solutions, and ensuring client retention.
Lead, mentor, and develop the Program Support Team to ensure high performance and accountability.
Provide training, coaching, and guidance to coordinators and administrative staff.
Oversee daily operations, ensuring accurate data management, compliance, and timely execution of deliverables.
Assign and balance workload across the team to ensure efficient operations and adequate coverage.
Collaborate with cross-functional leaders to align strategies, resolve challenges, and improve processes.
Ensure compliance with company policies, contractual obligations, and regulatory standards.
Oversee credentialing, documentation, and audit readiness for assigned accounts.
Review and approve reports, submissions, and client deliverables for accuracy and timeliness.
Identify risks or performance gaps and implement corrective actions.
Maintain knowledge of industry trends, regulations, and best practices affecting PACE programs and homecare staffing.
Act as liaison between clients, caregivers, healthcare professionals, and internal teams to ensure seamless service delivery.
Partner closely with sales, account management, and corporate leadership to meet business objectives.
Provide timely, accurate updates on program status, challenges, and opportunities to senior leadership.
Represent the company with professionalism, integrity, and a strong client-service focus.
Implement quality assurance measures to maintain high standards of care and client satisfaction.
Conduct regular audits and assessments to identify areas for improvement and implement corrective action.
May be required to provide after-hours, weekend, and holiday coverage based on business needs, ensuring timely coordination of staffing and effective communication with PACE program partners to maintain continuity of care.
Other duties as assigned.