Program Operations Manager

Labcorp•Durham, NC

8d•Hybrid

About The Position

Labcorp is seeking a Program Operations Manager to join our team in either Burlington or Durham, NC! This position will provide operational oversight and performance optimization of complex laboratory-driven programs that close gaps in care. This role will be responsible for ensuring accurate identification, outreach, tracking, and resolution of lab-based care gaps (e.g., HbA1c, LDL, microalbumin, colorectal cancer screening, etc.) across mid-market payers, national accounts, Fortune 500 payers, and channel partners. This role requires collaboration, engagement and consensus building among cross-functional teams, along with gathering market insights to deliver measurable outcomes, patient and client satisfaction, and operational efficiency. Gaps in Care (GIC) Solutions serves Labcorp’s mission by developing innovative and convenient products tailored to improve quality outcomes and meet the everyday needs of all populations.

Requirements

Bachelor’s degree
3 or more years' experience managing operations in the healthcare industry
3 or more years' experience working with physician practices, payers, health systems and/or employer groups.

Nice To Haves

Masters Degree or MBA
2 or more years experience leading projects or programs in the health plan industry to support quality performance improvement is strongly preferred.
2 or more years experience overseeing healthcare operations with a strong understanding of claims and/or lab data.
Project Management Professional (PMP) certification or equivalent.
Current or prior Labcorp experience
Proven ability to scale programs across multiple markets.
Strong analytical and problem-solving skills
Agility in navigating and learning new commercial channel processes and how they impact the GIC product line.
Self-starter with the ability to work independently and as part of a team, taking initiative and driving projects forward.
Excellent written, verbal communication and presentation skills.
Solid understanding of healthcare regulations and quality programs, including CMS, HIPAA, NCQA, HEDIS, and FDA guidelines.
Experience working with EHRs, claims systems, or other care coordination platforms.
Advanced skills in MS PowerPoint, Word, Excel & Visio
Experience pulling reports using Workday and/or Tableau
Agile and Kanban Experience

Responsibilities

Manage execution of operational workflows that support Gaps in Care programs, ensuring adherence to KPIs, SLAs, compliance, and clinical standards.
Ensure operational workflows are optimized for outreach, scheduling, provider coordination, and results tracking.
Develop and monitor operational dashboards and performance metrics and identify operational inefficiencies, partnering with the Director to develop improvement plans and projects.
Develop and maintain documentation and knowledge management for repeatable processes.
Partner with Sales, Client Success, Product, IT, Clinical, Lab, RCM, Implementation and other teams to ensure programs are deployed effectively and align with client expectations, roadmaps features, and delivery capabilities.
Support onboarding of new diagnostics services or capabilities within the operational ecosystem.
Partner with subject matter experts to ensure diagnostic interventions and outreach meet evidence-based standards and payer requirements (e.g. HEDIS, Stars, NCQA, CMS, TCPA).
Lead cross-functional projects focused on optimizing operational performance and client outcomes.
Act as a key operational stakeholder in pilots and new product developments related to gaps in care and diagnostic services with both internal stakeholders and external vendors.
Develop applicable deliverables and documents such as communication plans and SOPs to assist with internal and external stakeholder management.
Provide daily and on-going support in identifying and resolving operational items.
Maintain issues log and mitigation strategies.
Build consensus among stakeholder groups by mediating differences and fostering agreement to deliver results.