Regional Program Manager

At Rely Health, we leverage a comprehensive suite of technology tools to ensure every patient receives personalized support throughout their healthcare journey. Our patient care navigators utilize advanced AI-driven solutions, multi-channel communication platforms, and real-time data analytics to provide high-quality, cost-effective, and accessible care to diverse communities across the United States.

By combining human empathy with cutting-edge technology, Rely Health ensures comprehensive, efficient, and accessible care navigation for all patients, regardless of their location or circumstances. Our solution not only reduces worry and frustration for patients and their families but also improves overall health outcomes and reduces the total cost of care.

About the Role: The Regional Program Manager drives operational excellence and strategic program performance across multiple customized client navigation programs, including on-site and back office/virtual navigation services. This role combines strategic leadership with hands-on operational execution to ensure successful delivery of client-specific metrics while developing high-performing teams.

Working closely with Lead Navigators, Shift Supervisors/Leads, and frontline staff across various service delivery models, this position champions technology adoption, data-driven decision making, and innovative solution development to optimize service delivery and program outcomes while actively contributing to product development.

Key Responsibilities

Strategic Program Execution

• Drive strategic program execution across multiple client contracts, ensuring alignment with unique metrics and contractual requirements.
• Develop and implement standardized yet customizable approaches to program delivery while maintaining client-specific objectives.
• Partner with direct manager to make decisions regarding program execution while considering insights from Customer Success and Account Management teams.
• Create and maintain frameworks for measuring, analyzing, and reporting program success across varying client metrics.
• Proactively identify and implement operational process improvements to enhance program efficiency and effectiveness.
• Balance resolution of issues with appropriate escalation protocols, ensuring problems are solved at the right organizational level.

Operational Leadership

• Direct and prioritize operations resources across on-site and back office programs based on volume, complexity, and client needs, ensuring optimal staffing models for each service delivery type.
• Develop and manage project timelines and resource plans, applying agile techniques to meet business objectives.
• Monitor and ensure compliance with program Service Level Agreements (SLAs), regulatory requirements, and organizational standards.
• Lead real-time service recovery efforts, implementing coaching and process improvement plans to address client concerns.
• Establish and enforce protocols requiring leadership approval for any operational changes or new workflows.
• Create structured communication channels ensuring full visibility into on-site operations and client interactions.
• Manage the ongoing development and refinement of the navigator and ops staffing system.

Innovation and Technology

• Guide teams through program changes and technology implementations.
• Participate in product development discussions, representing operational perspectives and requirements.
• Collaborate with product content developers to ensure tool effectiveness and user experience optimization.
• Guide navigation teams in proper utilization of product feedback channels and feature request protocols.
• Identify and prioritize automation opportunities based on operational impact and feasibility.
• Lead implementation and adoption of new features, translating technical capabilities into operational value

Requirements

Minimum Required Qualifications:

• Bachelor's degree in Healthcare Administration, Business Administration, or related field

• 4+ years progressive experience in operations management, preferably in healthcare or related industries

• 3+ years of demonstrated experience in people management and team leadership

• Demonstrated success in managing complex client relationships

• Strong analytical skills with the ability to interpret complex data and make data-driven decisions

• Experience in customer facing roles

• Experience with healthcare technology platforms and product development cycles, including:

• Electronic Health Record (EHR) systems (Epic, Cerner, Meditech, etc.)
• Care management or patient navigation platforms
• Product development and implementation lifecycles
• Proven track record of driving operational improvements

Preferred Qualifications:

• Experience in startup or high-growth environments
• Experience working in Emergency Department  or hospital setting
• Experience building programs from ground up
• Background in direct patient care, community health, or care coordination
• Strong background in healthcare technology implementation and product development
• Product/AI/LLM experience with focus on operational applications
• Experience managing a call center setting

Competencies (Knowledge/Skills/Abilities):

• Excellent communication skills, both written and verbal, with the ability to effectively interact with all levels of the organization and external stakeholders
• Proficiency in project management methodologies and tools
• Demonstrated ability to translate operational needs into technical requirements
• Track record of driving technology adoption and user engagement
• Knowledge of healthcare regulations and compliance requirements
• Experience in process improvement methodologies
• Track record of successful change management
• Ability to drive strategy and operational planning
• Ability to drive initiatives based on data-driven decision making
• Ability to adapt to a changing environment
• Experience with product development and operational implementation
• Ability to manage multiple priorities in a fast paced environment

Licensure/Certification

• None

Working/Environmental Conditions

• On-site/hybrid work environment with ability to travel up to 20%
• May require flexible hours to support multiple program needs

Rely Health does not discriminate against any person on the basis of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information (including family medical history), veteran status, marital status, pregnancy or related condition, or any other basis protected by law. Rely Health is committed to complying with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance
• Technology reimbursement
• Paid time off (Vacation, Sick, Holiday)
• Paid Parental leave
• Professional development

• Target Start Date: January 2024
• Location: Illinois - In Person
• FLSA Status: Exempt
• Job Status: Full Time
• Work Schedule: Monday - Friday with occasional evenings and/or weekends
• Vehicle Required: No
• Amount of Travel Required: 20%
• Reports To: Manager, Operations
• Salary Range: 75,000 to 85,000 DOE