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Acentra Health · 1 month ago

Program Director (EAP), Senior - Full-time (Remote U.S.)

United States

Full-time

Remote

Senior Level, Lead/Staff, Director/Executive

$139K/yr - $174K/yr

10+ years exp

Acentra Health is dedicated to empowering better health outcomes through innovative health solutions. They are seeking a Senior Program Director to manage complex Employee Assistance Program accounts, overseeing a team and ensuring that projects and services are delivered efficiently and effectively.

Health Care

H1B Sponsor Likely

Responsibilities

Direct, manage, plan, and develop methods and procedures for implementing and managing sophisticated and complex EAP accounts delivering core Acentra Health Services including but not limited to clinical services and EAP and related services for employer and public-sector clients

Oversee and exercise independent judgment to solve complex clinical, technical, administrative, and managerial problems across EAP operations (Account Management, Call Center Operations, Technology enablement, and Onsite/Clinical Services)

Ensure compliance with contractual requirements within the operation by monitoring critical indicators, deliverables and budgets. For EAP, ensure adherence to SLAs (e.g., speed to answer, first-call resolution, clinical timeliness), confidentiality standards, and client satisfaction goals

Drive strategic initiatives and contribute to organization growth and innovation by expanding EAP reach, enhancing digital engagement, and advancing employer-focused behavioral health solutions

Maintain strong, successful relationships with clients and various stakeholders as the executive EAP sponsor, lead client reviews, renewals, and expansion plans in partnership with Account Management

Drive program activities and exercise control over personnel responsible for specific functions or phases of a program. Lead four direct reports across EAP Account Management, Call Center Operations, Technology, and Onsite/Clinical Services

Provide program management for complex teams across multiple skill areas and align cross-functional EAP workstreams through a consistent operating cadence and SOPs

Provide program management on multiple EAP accounts or project portfolio with annual value of more than $30M

Manage program risk, including pre-launch preparations and day-to-day operational aspects of multiple projects and/or services ensuring contract requirements, deliverables and timelines are adhered to. Execute project activities accurately and on time. For EAP, lead structured implementations (readiness gates, staffing plans, communications) and use AI-enabled analytics for capacity forecasting and early risk detection

Determine estimated time and financial commitment of project and monitor progress for multiple projects concurrently. Collaborate with Finance and Technology to forecast EAP demand, resources, and productivity targets

Support and participate in strategic planning to enhance growth, profitability, productivity, and efficiency throughout the company’s operations. Collaborate with leadership in the development of new and enhanced policies and procedures. Translate EAP strategy into roadmaps for digital self-service, conversational support, and data-driven clinical pathways

Participate in cross-regional activities to enhance operating efficiencies and serve as a Subject Matter Expert in EAP operations and employer behavioral health

Partner with customers and analyze issues and problems using EAP utilization trends, outcome data, and client feedback to drive continuous improvement

Collaborate with senior leadership to align program with business strategy

Develop detailed status reports for both project management team and customer highlighting EAP KPIs (utilization, service levels, satisfaction/NPS, and outcomes)

Lead transformation and critical Acentra Health initiatives that improve overall contract performance including AI-enabled automation, digital triage, and enhanced access to clinical services

Collaborate with Business Development to support new business opportunities as requested (RFP solution design, orals, and client presentations for EAP offerings)

Read, understand, and adhere to all corporate policies including policies related to HIPAA and its Privacy and Security Rules

Qualification

Program managementStakeholder managementBehavioral health expertiseAnalytical skillsBusiness developmentHealthcare domain knowledgeMicrosoft Office SuiteLeadership skillsEmployee developmentPerformance managementEffective communicationProblem-solving

Required

Bachelor's degree in business, healthcare, nursing, social work or a related field

10 years of experience in utilization management, case management, behavioral health and/or pharmacy

Medicare, Medicaid, or healthcare verticals domain knowledge

Experience engaging and managing stakeholder relationships across government entities, providers, and associations

Business development, strategic planning and tactical implementation

Advanced analytical and problem-solving skills to address program challenges and deliver actionable solutions

Employee development and performance management experience within the healthcare field

Effective communication skills and the ability to influence at all levels within the organization and externally

Leadership skills and ability to influence beyond this role; display strong ability to build credibility and relationships internally and externally

Proven track record to meet and enforce deadlines, conduct research into issues, and to take initiative in the development and completion of projects

Proficiency with Microsoft Office Suite (Excel, Word, PowerPoint, Teams) and proven ability to learn proprietary software applications

Travel up to 15-20%, program dependent

Preferred

Knowledge of best practice in healthcare operations

Master's degree (or higher level of education)

Knowledge of government policy and structure

Knowledge of metrics, productivity measures and reporting

Knowledge of regulatory agency compliance

Knowledge of contract development and implementation

Budget and financial skills

Able to lead and manage direct reports to achieve contract deliverables

Aptitude for systems planning and prioritization of tasks

Competent communication skills (written and verbal and listening); uses appropriate interpersonal skills with variety of stakeholders

Ability to provide supervision to staff that ensures excellent customer satisfaction

Provide ongoing monitoring and supervision to meet contract deliverables for all operations

Provide data analysis and reporting that meets the contractor's goals of quality care and cost effectiveness in a timely manner

Provide consultation to contractor on system and policy issues

Benefits

Comprehensive health plans

Paid time off

Retirement savings

Corporate wellness

Educational assistance

Corporate discounts

Company

Acentra Health

Acentra Health is a provider of clinical services and technological solutions to government healthcare organizations.

Founded in 1994

Mclean, Virginia, USA

1001-5000 employees

https://acentra.com/

H1B Sponsorship

Acentra Health has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

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Trends of Total Sponsorships

2025 (49)

2024 (49)

2023 (16)