Senior Program Manager- Oakland, CA

BASIC PURPOSE:

The Sr Program Manager oversees day-to-day service delivery and performance for assigned PACE (Program of All-Inclusive Care for the Elderly) program client. The role ensures accurate position management, timely caregiver and clinical placements, supplier engagement, and adherence to PACE regulatory and contract requirements. The Sr Program Manager serves as primary point of contact for client leaders and internal teams, driving fill rates, time-to-fill, and renewal/extension performance while maintaining exceptional customer service and compliance.

ESSENTIAL FUNCTIONS:

• Own end-to-end position management for center personnel (create, intake, update, close) in client VMS/third-party systems and CCH technologies; ensure data integrity for KPIs (fill rate, time to fill, renewal rate, aging orders).
• Conduct thorough order intake with Hiring Managers to capture scope (participant needs, acuity, language, geographic coverage, shift, licensure, EVV, transportation) for center personnel.
• Maintain standardized position note templates specific to PACE/home care requirements.
• Match and submit qualified candidates to open requisitions for center personnel; review all profiles for quality and compliance before submission.
• Meet or exceed MSO SLAs (e.g., review/drop/submit within 4 business hours) and document outcomes for all submittals, interviews, offers, extensions, and declines for center personnel.
• Serve as day-to-day liaison for PACE leadership, clinical managers, schedulers, and finance; provide frequent status updates on openings, pipeline, and barriers.
• Proactively call facilities/centers to update needs, confirm extensions/renewals, and address urgent or crisis coverage (e.g., hospital discharges, participant safety concerns, flu/COVID surges).
• Coordinate assignment details (start dates, shifts, geography, mileage/drive time, planned time off).
• Distribute requisitions to supplier partners; drive supplier engagement and accountability to achieve coverage goals.
• Partner with internal recruiting, credentialing, compliance, and payroll; use a team to solve coverage gaps.
• Mentor and provide day-to-day direction to support staff (Staffing Specialist, Site Coordinators, and Branch leads) on process, systems, and PACE nuances.
• Ensure submissions and assignments meet PACE and state home care requirements (e.g., licensure, background, TB/fit testing where applicable, EVV, immunizations, driver/auto requirements).
• Escalate and resolve quality or participant-safety issues in partnership with client clinical leads and internal QA.
• Maintain meticulous documentation in line with audit standards.
• Produce weekly performance reporting (fill rate, time-to-fill, renewal rates, order aging, supplier performance) for client and leadership.
• Contribute to Quarterly/Annual Business Reviews (QBR/ABR), operational calls, and presentations with data-driven insights and action plans.
• Monitor production of aligned associates; verify coverage/back-up during absences and escalate risks timely.
• Negotiate assignment specifics with internal/external stakeholders within approved rate/contract frameworks; confirm terms (rates, shift, location radius, EVV, expenses).
• Drive prompt resolution of disputes, fall-offs, and schedule changes; document outcomes and preventive actions.
• Retain and grow assigned MSP PACE accounts through consistent, professional service delivery.
• May be required to provide after-hours, weekend, and holiday coverage based on business needs, ensuring timely coordination of staffing and effective communication with PACE program partners to maintain continuity of care.
• Other duties as assigned

QUALIFICATIONS:

• 5+ years of account or program management experience in healthcare staffing within an MSP/MSO/VMS environment.
• Experience supporting PACE programs or home/community-based care (HCBS), including knowledge of state regulations, EVV, and credentialing preferred.
• Solid sales/negotiation acumen (rates, extensions, renewals) and supplier management experience preferred.
• Demonstrated success managing multi-disciplinary home care or post-acute staffing (caregivers and clinical roles) with measurable KPI improvements.
• Strong customer service and stakeholder management skills; proven ability to lead cross-functional, matrixed teams.
• Proficiency with VMS/third-party client systems and Microsoft Office; strong Excel/reporting skills.
• Clear, professional communication (written and verbal); strong organization, follow-through, and attention to detail.

Education: High School Diploma or equivalent required. Bachelor's in business, Healthcare Administration, or related field preferred or any equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.

Company equipment(laptop, monitor, keyboard, mouse headset) will be provided directly to you for use during employment.

Benefits

Cross Country offers a competitive compensation, benefits, and wellness program, including Medical Insurance, Dental Insurance, Vision Insurance, Life Insurance, Disability Insurance, Voluntary Insurance, 401(k) plan, Tuition Assistance, and Pet Insurance. The company offers a variety of Wellness options through Burnalong, which offers a robust online platform of classes and programs as well as local gym access.

Cross Country is an Equal Opportunity Employer (EOE) - Veteran/Disability


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