Program Manager

About Gifthealth

Gifthealth is transforming healthcare experiences by streamlining prescription and health service management. We aim to offer a personalized, straightforward, and efficient journey for all customers. As an innovative and customer-driven organization, we dedicate ourselves to positively impacting people's lives.

Position Summary

Under the guidance of the Account Director or Senior Account Director, the Program Manager holds full accountability for managing assigned client programs, enhancing performance and fostering ongoing improvements. This role involves program operational oversight, risk identification and mitigation, escalation handling, and promoting process optimizations. The Program Manager ensures alignment between internal teams and client stakeholders to achieve client satisfaction, operational excellence, and organizational objectives.

Key Responsibilities

• Collaborate with the Account Director to manage overall program success, direct strategic initiatives, maintain client relations, and represent program interests in meetings, audits, and business reviews.
• Lead daily program operations by working with supervisors and team leads, offering leadership, coaching, and supporting performance while resolving complex issues affecting patients, providers, or clients.
• Track and analyze KPIs and SLAs to ensure compliance with client expectations, regulatory mandates, and internal policies; address any performance deficiencies through corrective actions.
• Identify operational risks and trends early, create mitigation plans, and promptly resolve escalated or high-impact issues to maintain service quality.
• Drive continuous improvements by refining processes, SOPs, workflows, and business guidelines to boost efficiency, quality, and client satisfaction.
• Leverage program data and reports to provide actionable insights for decision-making, forecasting, capacity planning, and offering data-based recommendations to clients and leadership.
• Work cross-functionally with teams such as QA, Training, IT, and Operations to enhance program outcomes, assist onboarding of new programs, and contribute to system implementation, workflow design, resource planning, and training coordination.

Qualifications

• Education: Minimum high school diploma or equivalent required; Bachelor’s degree preferred.
• Experience: 5 to 7 years in healthcare, reimbursement, or patient support programs required; 2 to 3 years in program management, operations, or leadership required; client-facing healthcare or vendor environment experience preferred.
• Knowledge: Familiarity with medical and pharmacy benefits, prior authorizations, appeals, and reimbursement processes essential.
• Skills: Strong critical thinking, problem-solving, communication, analytical, organizational, and detail-oriented skills necessary. Proficient with business software including Microsoft Office suite is required.
• Ability to manage client relationships effectively, handle multiple priorities in a fast-paced environment, and lead process improvement efforts.

Work Environment

• Remote work setup.
• Standard hours: Monday to Friday, 8:00 AM to 5:00 PM, with occasional night or weekend shifts based on business needs and necessary cross-facility travel.
• Regular interactions with internal Safety, Compliance, Quality, Training, and Operations teams, as well as external vendors and consultants.

Essential Functions

• Capability to stay seated for extended periods to review and document information.
• Must work on a computer throughout the work shift.
• Ability to participate in virtual team meetings across functions.

Employment Details

• Full-time position classified as exempt under FLSA.
• Equal Opportunity Employer that prohibits discrimination or harassment and embraces diversity and inclusion.
• Applicants not meeting every criterion but demonstrating strong potential are encouraged to apply.

Additional Information

This job description outlines key duties and responsibilities but is not exhaustive. The company reserves the right to change tasks or role descriptions as needed.

Compensation

Salary offered ranges from $78,000 to $92,598 per year.