Job Description
Job Description
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, 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.
- Cross-Functional Collaboration : Partner with teams such as Account Management, Product, and Analytics, to align priorities, define deliverables, and ensure seamless integration of operational pilots, programs, and processes.
- 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
Manage 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, 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 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 operations 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 valueRequirements
Minimum Required Qualifications :
Bachelor's degree in Healthcare Administration, Business Administration, or related field4 years progressive experience in operations management, preferably in healthcare or related industries3 years of demonstrated experience in people management and team leadershipDemonstrated success in managing complex client relationshipsStrong analytical skills with the ability to interpret complex data and make data-driven decisionsExperience in customer facing rolesExperience with healthcare technology platforms and product development cycles, including :Electronic Health Record (EHR) systems (Epic, Cerner, Meditech, etc.)Care management or patient navigation platformsProven track record of driving operational improvementsPreferred Qualifications :
Experience in startup or high-growth environmentsUnderstanding and experience of healthcare operations and systems is highly preferred.Experience building programs from ground upBackground in direct patient care, community health, or care coordinationStrong background in healthcare technology implementation and product developmentExperience managing a call center settingCompetencies (Knowledge / Skills / Abilities) :
Excellent communication skills, both written and verbal, with the ability to effectively interact with all levels of the organization and external stakeholdersProficiency in project management methodologies and toolsDemonstrated ability to translate operational needs into technical requirementsTrack record of driving technology adoption and user engagementKnowledge of healthcare regulations and compliance requirementsExperience in process improvement methodologiesTrack record of successful change managementAbility to drive strategy and operational planningAbility to drive initiatives based on data-driven decision makingAbility to adapt to a changing environmentExperience with product development and operational implementationAbility to manage multiple priorities in a fast paced environmentLicensure / Certification
NoneWorking / Environmental Conditions
On-site work environment with ability to travel up to 20%May require flexible hours to support multiple program needsRely 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 insuranceHealth insuranceVision insuranceTechnology reimbursementPaid time off (Vacation, Sick, Holiday)Paid Parental leaveProfessional developmentTarget Start Date : March 2025Location : Downer's Grove, ILFLSA Status : ExemptJob Status : Full TimeWork Schedule : Monday - Friday with occasional evenings and / or weekendsVehicle Required : NoAmount of Travel Required : 20%Reports To : Manager, OperationsSalary Range : 75,000 to 90,000 DOE
