Balto Health is seeking a skilled and proactive Program Manager to lead our Healthcare Account with a strong commitment to operational excellence, team development, and client satisfaction. The ideal candidate will bring a strategic mindset, proven leadership experience, and an ability to drive results in a dynamic environment.

Responsibilities:

Account Leadership: Provide end-to-end management of the healthcare account, ensuring client expectations are met with consistent, high-quality service delivery.

Team Oversight: Lead a team of managers and team leaders to meet performance goals, coaching them to maximize productivity and quality across the program.

Operational Excellence: Ensure compliance with SLAs and company standards, while identifying and implementing process improvements to enhance program effectiveness.

Client Relations: Serve as the primary point of contact with clients, building strong relationships and addressing any service concerns, feedback, or escalations.

Data Analysis & Reporting: Oversee the tracking and reporting of KPIs and program metrics, analyzing data trends to inform strategic adjustments and ensure high performance.

Staff Development: Develop and implement training plans, support succession planning, and mentor team members for continuous improvement and career growth.

Continuous Improvement: Lead initiatives to improve service delivery and increase operational efficiency, promoting a culture of accountability and innovation.

Risk Management: Identify and mitigate potential risks, ensuring compliance with all healthcare regulations and operational standards.

Qualifications:

Education: Bachelor’s degree in Business, Healthcare Administration, or related field preferred.

Experience:

• 5+ years of program management experience, preferably in healthcare or call center environments.
• Demonstrated success in leading and developing teams of 50+ FTEs across multiple shifts.
• Proven track record of client engagement and account management.

Skills:

• Strong client management skills with a customer-centric approach.
• Excellent coaching, leadership, and people development abilities.
• Exceptional written and verbal communication skills.
• Proficiency in data analysis, strategic planning, and decision-making.
• Adaptability and resilience in a high-paced, changing environment.
• Proficiency with Microsoft Office, especially Excel (PivotTables, Reporting), is preferred.

Industry: Healthcare

Employment Type: Full-time

Compensation: Company Confidential- Will be discussed during the Interview

• Availability to Start: As soon as possible