Program Manager - Hybrid

City/State

Work Shift

Overview:

The Program Manager will lead and coordinate business operations initiatives across the enterprise to support two interrelated service lines: the Hospital Communications Center and the After-Hours Answering Service. This role partners closely with IT Program Management to ensure seamless integration of technology, process improvements, and service delivery enhancements. A key focus of the role is delivering exceptional customer service and developing proactive strategies to identify, address, and resolve operational issues.

Program & Project Management

* Lead cross-functional initiatives impacting both service lines, ensuring alignment with strategic goals.

* Develop and manage project plans, timelines, and deliverables in collaboration with the IT program manager, operations, and technical support teams.

* Track program performance, risks, and outcomes, and report progress to leadership.

Customer Service Excellence

* Champion a culture of exceptional customer service across all touchpoints.

* Monitor service quality and customer feedback to identify trends and opportunities for improvement.

* Collaborate with frontline teams to ensure service standards are met and exceeded.

Issue Resolution & Continuous Improvement

Create and execute comprehensive plans to identify, investigate, and resolve operational issues.

* Implement root cause analysis and corrective actions to prevent recurrence.

* Maintain an issue log and resolution documentation for transparency and learning.

Business Operations Support

* Analyze workflows, identify inefficiencies, and implement process improvements.

* Develop and maintain SOPs, training materials, and operational documentation in collaboration with the technical writer for operational workflow.

* Support staffing models, capacity planning, and performance metrics.

Technology & Systems Integration

* Partner with IT Program Manager to implement and optimize communication platforms, call routing systems, and CRM tools.

* Serve as the business lead for system upgrades, testing, and user acceptance while the IT program manager serves as the IT lead.

Stakeholder Engagement

* Facilitate communication between enterprise departments and customers

* Lead stakeholder meetings, gather requirements, and ensure feedback is incorporated into project planning.

Compliance & Quality Assurance

* Ensure adherence to regulatory standards, privacy laws (e.g., HIPAA), and internal policies.

* Support quality assurance initiatives and continuous improvement efforts.

• Bachelor's degree in Business, Healthcare Administration, or related field (Master's preferred)

• PMP or similar certification is required within one year of hire

• 5+ years of experience in program or project management, preferably in healthcare or call center operations

• Strong understanding of IT systems used in hospital communications and answering services

• Proven track record in customer service leadership and issue resolution.

• Excellent communication, analytical, and organizational skills.

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Sentara Independence provides quality outpatient services to the surrounding community. The facility includes an ambulance-accessible emergency room that is supported by board-certified physicians. Sentara Independence houses state-of-the-art medical equipment and highly-skilled physicians and staff. Sentara Independence is now an extension of the quality services at Sentara Virginia Beach General Hospital including advanced imaging and physical therapy.

Sentara Health is an equal opportunity employer and prides itself on the diversity and inclusiveness of its close to an almost 30,000-member workforce. Diversity, inclusion, and belonging is a guiding principle of the organization to ensure its workforce reflects the communities it serves.

In support of our mission "to improve health every day," this is a tobacco-free environment.

For positions that are available as remote work, Sentara Health employs associates in the following states:

Alabama, Delaware, Florida, Georgia, Idaho, Indiana, Kansas, Louisiana, Maine, Maryland, Minnesota, Nebraska, Nevada, New Hampshire, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Virginia, Washington, West Virginia, Wisconsin, and Wyoming.