Sentara Health is currently seeking a full-time Program Manager for Enterprise Emergency Operations and After-Hours Answering Services.

Position Status: Full-time, Day Shift

Position Location: Remote in Hampton Roads area of Virginia, but must be able to come on-site as needed for meetings

Standard Working Hours: Monday - Friday. 8:00AM - 5:00PM

Overview

The Program Manager will lead and coordinate business operations initiatives across the enterprise to support two interrelated service lines: the Hospital Communications Center and the After-Hours Answering Service. This role partners closely with IT Program Management to ensure seamless integration of technology, process improvements, and service delivery enhancements. A key focus of the role is delivering exceptional customer service and developing proactive strategies to identify, address, and resolve operational issues.

Key Responsibilities:

Program & Project Management

· Lead cross-functional initiatives impacting both service lines, ensuring alignment with strategic goals.

· Develop and manage project plans, timelines, and deliverables in collaboration with the IT program manager, operations, and technical support teams.

· Track program performance, risks, and outcomes, and report progress to leadership.

Customer Service Excellence

· Champion a culture of exceptional customer service across all touchpoints.

· Monitor service quality and customer feedback to identify trends and opportunities for improvement.

· Collaborate with frontline teams to ensure service standards are met and exceeded.

Issue Resolution & Continuous Improvement

Create and execute comprehensive plans to identify, investigate, and resolve operational issues.

· Implement root cause analysis and corrective actions to prevent recurrence.

· Maintain an issue log and resolution documentation for transparency and learning.

Business Operations Support

· Analyze workflows, identify inefficiencies, and implement process improvements.

· Develop and maintain SOPs, training materials, and operational documentation in collaboration with the technical writer for operational workflow.

· Support staffing models, capacity planning, and performance metrics.

Technology & Systems Integration

· Partner with IT Program Manager to implement and optimize communication platforms, call routing systems, and CRM tools.

· Serve as the business lead for system upgrades, testing, and user acceptance while the IT program manager serves as the IT lead.

Stakeholder Engagement

· Facilitate communication between enterprise departments and customers

· Lead stakeholder meetings, gather requirements, and ensure feedback is incorporated into project planning.

Compliance & Quality Assurance

· Ensure adherence to regulatory standards, privacy laws (e.g., HIPAA), and internal policies.

· Support quality assurance initiatives and continuous improvement efforts.

Education

Bachelor’s degree in Business, Healthcare Administration, or related field (Master’s preferred)

Certification/Licensure

PMP or similar certification is required within one year of hire

Experience

5+ years of experience in program or project management, preferably in healthcare or call center operations

Strong understanding of IT systems used in hospital communications and answering services

Proven track record in customer service leadership and issue resolution.

Excellent communication, analytical, and organizational skills.

We provide market-competitive compensation packages, inclusive of base pay, incentives, and benefits. The base pay rate for Full Time employment is:$101,504.00-$188,510.40. Additional compensation may be available for this role such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities.