Medical Support - Program Manager

RWD Consulting•Bethesda, MD

1d•Onsite

About The Position

The Program Manager (PM) is responsible for the overall management, performance, and compliance of the NIH Medical Support Assistants (MSA) contract. This role oversees a large, multi-shift workforce operating in a 24/7/365 clinical environment and serves as the primary liaison between the contractor and Government stakeholders, including the Contracting Officer Representative (COR) and Government Supervisors. The PM ensures high-quality staffing, operational continuity, regulatory compliance, and performance excellence in support of patient service operations. The PM is supported by an on-site Deputy Program Manager / Supervisor who assists with daily operations, staffing coordination, and personnel management.

Requirements

Bachelor’s degree in Healthcare Administration, Business Administration, Public Health, or related field required
10+ years of professional experience
5–7+ years in program or contract management
Experience managing federal contracts, preferably with NIH, HHS, or similar agencies
Experience overseeing large teams (50+ personnel preferred) in a healthcare or clinical support environment
Demonstrated experience managing 24/7 operations
Prior experience managing Medical Support Assistants or similar healthcare administrative roles strongly preferred

Responsibilities

Serve as the primary point of contact for the COR and Government leadership.
Provide strategic oversight of all contract operations, ensuring compliance with the Statement of Work (SOW).
Lead a large, geographically distributed or multi-department workforce supporting medical administrative functions.
Ensure seamless operational coverage, including nights, weekends, and holidays.
Supervise and mentor the Deputy PM/Supervisor and onsite leadership team.
Drive continuous process improvement and operational efficiency.
Ensure qualified candidate resumes are submitted to the COR and Government Supervisors within 5 business days of request.
Oversee contractor pre-screening processes, ensuring candidates understand: Compensation and benefits, Work schedules (tour of duty), Emergency personnel designation.
Ensure onsite supervisor: Coordinates and participates in Government interviews, Facilitates selection and offer processes.
Notify COR of candidate acceptance or declination promptly.
Ensure all new hires complete requirements for: DPSAC processing and PIV badge issuance, Background investigations, Medical clearance, drug testing, and physical requirements, Non-disclosure agreements and IT security training.
Deliver completed onboarding documentation to COR within 3 weeks of offer acceptance.
Oversee onboarding experience, including: First-day orientation (timekeeping, emergency procedures), Coordination with training and nursing education staff, Weekly check-ins with Government supervisors during initial onboarding.
Oversee staffing plans across weekly, monthly, and quarterly cycles.
Ensure staffing decisions are coordinated with Government supervisors.
Manage real-time staffing adjustments for: Unplanned absences, Tardiness, Emergency coverage needs.
Ensure compliance with: Leave approval processes, Holiday staffing coordination.
Implement and maintain workforce accountability systems (e.g., sign-in logs).
Ensure staff coverage at all times and proper shift adherence.
Provide trained backup personnel to maintain uninterrupted operations.
Ensure all contract staff meet performance expectations and service delivery standards.
Conduct: Mid-year and annual performance evaluations, Ongoing coaching and corrective actions as needed.
Coordinate with COR and Government supervisors for feedback.
Identify training gaps and arrange refresher or Government-led training.
Review and approve timecards, including: Differential pay eligibility, Weekly payroll documentation compliance.
Provide all required reports required in the SOW accurately and on time.
Maintain regular communication cadence: Weekly meetings with COR, Participation in stakeholder meetings as required.
Track and report on: Staffing levels and vacancies, Recruitment metrics, Performance issues and resolutions, Process improvements and risks.
Establish and maintain quality control processes.
Monitor service delivery metrics and patient support outcomes.
Identify operational risks and proactively implement mitigation strategies.
Ensure strict adherence to federal regulations, HIPAA, and NIH policies.