Program Manager - Patient Support Services Department

JOB PURPOSE

JVM Solutions is recruiting a Program Manager to serve as the On-Site Supervisor for all contractor Medical Support Assistants (MSA) assigned to the NIH Clinical Center Patient Support Services Department (PSSD). This is a Key Personnel position and is essential to contract performance. The Program Manager is full-time and on-site five days per week. The Program Manager must be trained in all PSSD MSA duty areas and must be capable of performing in the MSA role as needed. PSSD reports to the Clinical Center Office of the Director and is responsible for front-line customer service, reception, admission registration, patient voucher creation, patient travel invoice processing, and appointment processing for various treatment and service areas.

DUTIES AND RESPONSIBILITIES

All duties shall be performed accurately and timely. All interactions with customers must be performed in a professional manner demonstrating outstanding customer service.

• Ensure all PSSD contractor MSA positions are filled by trained personnel at required times; maintain coverage for both planned and unplanned leave including evenings, nights, weekends, and holidays.
• Coordinate all leave requests with PSSD Government supervisors before approving; ensure appropriate coverage before any leave is approved.
• Notify the COR and Government supervisor of any unplanned leave no later than 2 hours before the start of the affected shift and provide the name of the replacement contractor.
• Implement and maintain a central sign-in log or electronic system to ensure all contractor staff are at duty stations ready to start at the beginning of their shifts.
• Attend Clinical Center New Employee Orientation and complete all Clinical Center mandatory computer-based training modules.
• Learn and understand all PSSD MSA functions in each location, including deliverables, benchmarks, and Joint Commission standards.
• Train all PSSD contractor staff; ensure completion of mandatory new employee orientation, mandatory modules, and annual training; submit training certificates to the COR by required deadlines.
• Provide refresher training when performance requirements are not met.
• Attend weekly meetings with the COR to discuss recruitment, performance issues, staffing, and process changes.
• Attend meetings with PSSD Government supervisors and stakeholders as requested.
• Conduct mid-year and end-of-year contractor evaluations; provide copies of end-of-year evaluations to the COR.
• Review and approve all contractor timecards; review and sign weekly differential hour summaries for assigned staff prior to submission to payroll.
• Develop and maintain internal controls, communication flow, supervision protocols, escalation procedures, quality monitoring processes, and methods for ensuring continuous contract performance.
• Provide resumes of qualified applicants to the COR and Government supervisor within 5 business days of request; pre-screen all applicants prior to submission.
• Coordinate and participate in all Government telephone and virtual screening calls with PSSD candidates.
• Ensure all new contractors complete required paperwork, medical clearance documentation, non-disclosure form, drug testing, and IT security training within required timeframes.
• Respond in writing to any event or complaint involving a contractor employee within 24 hours of notification.
• Develop and maintain a proactive Quality Control Program addressing continuous improvement and timely rectification of performance issues.
• Perform PSSD MSA duties as needed to support coverage requirements.
• As needed.

QUALIFICATIONS

• Demonstrated 3+ years experience managing or supervising administrative support staff in a healthcare, clinical, or patient services setting (required)
• Experience with front-line patient support services, admissions, registration, scheduling, or travel voucher processing in a clinical environment preferred
• Experience with scheduling, timekeeping, employee relations, program budgeting, and performance management in a federal or healthcare contractor environment
• Strong communication skills for coordination with PSSD Government supervisors, COR, and contractor personnel
• Proficiency in Microsoft Office (Word, Excel); ability to learn NIH Clinical Center systems including CRIS, Enterprise Scheduling System, and NIH Business Systems
• Ability to meet all federal medical and security clearance requirements including NACI background investigation, PIV ID badge, drug screen, physical examination, and required vaccinations
• High school diploma or GED minimum; additional education or professional experience in healthcare administration preferred

Why Join Us?

• People First, Always: Our core belief is simple, people come first. Whether it's our clients, our patients, our team, or our community, we're committed to treating everyone with respect, empathy, and genuine care.
• Serve Those Who Serve: Your skills will directly impact the health and readiness of our nation's active-duty servicemen and women. By supporting those who protect us, your work helps strengthen our country's defense every single day.
• Real Growth, Real Support: As our practice expands, so do your opportunities for growth. We invest in your professional development and create an environment where your voice is heard and your ideas matter.
• Team That Has Your Back: Collaboration and support aren't just buzzwords here they're built into the way we serve. We celebrate wins together and help each other through challenges.
• Competitive pay, great benefits, and flexibility that respect your life outside of work.

If you want to make a real difference, want your work to serve a higher purpose, and are ready to grow with a team that values what you bring, we'd love to meet you. Join us and make a difference that truly matters.