Program Manager

Program Manager Bethesda, MD 20892 $120,000

• $140,000 a year
• Contract $120,000
• $140,000 a year

•

Contract Job Title:

Program Manager — NIH Clinical Center MSA Services (Key Personnel)

Location:

Bethesda, MD 20892 (On-site, 5 days/week) About the Role We are seeking an experienced Program Manager to serve as the Key Personnel on-site lead for a 25-person Medical Support Assistant (MSA) team supporting the NIH Clinical Center Patient Support Services Department (PSSD) in Bethesda, MD — the nation's largest research hospital. This is a hands-on operational leadership role supporting 24/7/365 patient services. You serve as the contractor's single point of accountability owning all aspects of staffing continuity, performance management, recruitment, retention, compliance, and quality control. What You'll Do Contract Leadership & Government Relations Serve as the primary on-site point of contact with the COR and Contracting Officer Attend weekly COR meetings to discuss recruitment, staffing, performance, and process changes Submit required deliverables including the Infectious Disease Compliance Report Develop and submit Corrective Action Plans (CAPs) within 2-5 business days when required, including root cause analysis and corrective actions Respond in writing within 24 hours (or by next business day) to any employee event or complaint Maintain compliance with the

FAR, NIH

policies, Privacy Act of 1974, Joint Commission standards, and HSPD-12 requirements Team Leadership Directly supervise, coach, and evaluate 25 Medical Support Assistants across multiple shifts Conduct mid-year and end-of-year performance evaluations; submit end-of-year evaluations to the COR Enforce attendance, dress code, conduct, and personal device policies Approve and coordinate leave requests with PSSD Government supervisors before approval Maintain a central sign-in / accountability system to confirm staff are present, on time, and ready to perform at shift start Build a positive, mission-driven team culture with strong retention Recruitment & Staffing Continuity Own end-to-end recruitment: sourcing, pre-screening, reference checks, and onboarding Provide 3 qualified, pre-screened resumes to the COR within the 5-business-day SLA Participate in Government telephone and virtual screening calls with candidates Ensure new hires complete required paperwork, medical clearance, drug testing, NACI investigation, PIV badge, and IT security training within required timeframes Provide qualified substitute personnel at no additional cost to the government Lead retention strategy in a 24/7 emergent-personnel environment Performance Management & Quality Control Develop and maintain a proactive Quality Control Program addressing continuous improvement Monitor performance against the contract's Performance Evaluation Standards (95% acceptable quality across work products, customer service, and responsiveness) Address attendance, punctuality, customer service, and conduct issues before they escalate Coordinate removal and replacement of personnel when directed by the Government Timekeeping & Invoice Support Review and approve contractor timecards weekly Review and sign weekly stackable shift differential summaries (evening, night, weekend, holiday) before payroll submission Maintain supporting documentation including approved schedules, clock-in/clock-out records, and supervisor sign-offs Support invoice accuracy and remediation when timekeeping or billing errors are identified Operational Leadership Develop and maintain shift schedules across the 24/7/365 operation, including weekends and holidays Coordinate inclement weather and federal-closure coverage (MSAs are emergent personnel) Liaise with corporate leadership for reach-back support Lead team meetings, onboarding, and refresher training Perform

PSSD MSA

duties as needed to maintain coverage Required Qualifications 5+ years of progressive supervisory or program management experience in healthcare administration, medical support services, patient services, federal contracts, or healthcare staffing Direct supervision of teams of 10 or more Experience managing staffing coverage across multiple shifts, including leave, call-outs, weekends, holidays, and emergency coverage Strong understanding of timekeeping, attendance control, employee accountability, and corrective action processes Proficiency in Microsoft Office (Word, Excel, Outlook) Strong written and verbal communication skills, including comfort interfacing with senior Government stakeholders Ability to work in a fast-paced clinical environment with high customer service expectations Ability to pass all required background, badging, medical, and access requirements (NACI investigation, PIV credential, drug screen, vaccinations) Preferred Qualifications Bachelor's degree in Healthcare Administration, Business, Public Administration, or related field Prior NIH, HHS, VA, DHA, or military treatment facility contract experience Experience managing Medical Support Assistants, Patient Access Representatives, Unit Clerks, or similar healthcare administrative personnel Familiarity with NIH Clinical Center systems including CRIS (Clinical Research Information System), Enterprise Scheduling System, and NIH Business Systems Working knowledge of FAR, Service Contract Act (SCA), Privacy Act of 1974, and non-personal services principles Familiarity with Joint Commission standards Experience developing Quality Control Plans and Corrective Action Plans PMP certification not required but prefered Conditions of Employment Must pass NACI background investigation for

HSPD-12 / PIV

credentialing Must pass drug screening Must meet standard healthcare facility immunization and screening requirements (handled during onboarding) Must complete NIH Clinical Center orientation within the first 30 days Must be available as emergent personnel per NIH Clinical Center policy Workplace Standards Business casual dress in a professional clinical environment NIH ID badge worn and visible at all times No personal device use (texting, social media, streaming) while on duty Tattoos with profanity or offensive imagery must be covered Heavy perfumes, colognes, and scented lotions are not permitted due to patient sensitivities

Pay:

$120,000

• $140,000 annually How to Apply Submit your resume and a brief cover letter describing your federal contract management and healthcare staffing experience through Indeed.

Qualified candidates will be contacted within 5 business days. YIIU is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Pay:

$120,000.00

• $140,000.

00 per year

Work Location:

In person