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Cross Country Healthcare · 1 month ago

Home Care Staffing- Senior Program Manager

United States

Full-time

Remote

Senior Level

$85K/yr - $90K/yr

5+ years exp

Cross Country Healthcare is a market-leading, tech-enabled workforce solutions and advisory firm. The Senior Program Manager oversees day-to-day service delivery and performance for the PACE program client, ensuring accurate position management and timely caregiver placements while maintaining exceptional customer service and compliance.

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Responsibilities

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

Qualification

Program managementHealthcare staffingSupplier managementPACE programsVMS systemsSales negotiationCustomer serviceStakeholder managementExcel skillsCommunication skillsOrganizational skillsAttention to detail