Program Manager

Program Manager National Institutes of Health (NIH) Clinical Center Background: The National Institutes of Health (NIH) Clinical Center is America’s clinical research hospital and the world’s largest hospital dedicated entirely to clinical research, supporting approximately 1,500 active clinical research studies. The NIH Clinical Center requires consistent and reliable Medical Support Assistant (MSA) services to support both the Nursing Department and the Patient Support Services Department (PSSD). This contract provides administrative medical support services in a highly sensitive clinical environment requiring exceptional customer service, operational continuity, staffing reliability, and strict compliance with federal healthcare standards. Services include patient scheduling, admissions, registration, travel coordination, medical record support, and direct interaction with patients, visitors, physicians, and clinical staff. The Program Manager serves as the primary contractor lead responsible for full contract performance, staffing continuity, compliance oversight, and operational success across all assigned personnel supporting this requirement. Place of performance: National Institutes of Health (NIH) Clinical Center Building 10 9000 Rockville Pike Bethesda, MD 20892 Schedule Hours: Monday through Friday; Standard onsite supervisory hours: 7:30 AM – 4:00 PM. Schedule flexibility is required to support off-shift staff performance, including evenings, nights, weekends, holidays, and emergency staffing coverage as needed. Requirements: Bachelor’s Degree preferred in Healthcare Administration, Business Administration, Public Health, Hospital Administration, Management, or related field PMP certification or equivalent program management experience (preferred) This role requires a hands-on operations leader with direct responsibility for workforce management, staffing continuity, and daily service delivery in a high-accountability environment. Minimum of five (5) years of progressive program or operations management experience, preferably supporting healthcare operations, hospital administration, or federal service environments Minimum of three (3) years managing federal contracts or programs of similar size, scope, and complexity Experience managing 50+ personnel strongly preferred; experience managing multi-shift or distributed workforce environments required Experience supporting hospitals, medical centers, clinical research environments, or federal healthcare facilities strongly preferred Prior NIH, HHS, VA, DHA, DoD, or other federal healthcare environment experience strongly preferred Demonstrated experience managing staffing coverage, scheduling, and workforce operations in high-tempo or 24/7/365 environments (required) Strong experience in workforce management, staffing continuity, employee performance management, and customer service delivery Experience with timekeeping systems, payroll oversight, invoice review, and service contract compliance Strong knowledge of medical terminology and healthcare administrative operations preferred Candidates must clearly demonstrate workforce size managed, staffing responsibility, and operational leadership experience on their resume Duties and Responsibilities will include, but are not limited to the following: Provide full operational oversight for all Medical Support Assistant personnel supporting the Nursing Department and PSSD Manage approximately 61 FTEs across multiple shifts and clinical support areas Ensure full staffing coverage for day, evening, weekend, holiday, and overtime shifts Oversee recruitment, screening, interviewing, coordination, onboarding, and retention of qualified personnel Ensure uninterrupted performance and immediate replacement coverage for planned and unplanned absences Coordinate all onboarding requirements, including DPSAC processing, PIV badge requirements, medical clearance, drug testing, mandatory documentation, and training compliance Supervise onsite staffing operations and ensure contractor personnel meet all performance requirements Review and approve employee timecards, differential pay eligibility, and payroll documentation Ensure invoice accuracy and compliance with timekeeping and billing requirements Conduct weekly meetings with the COR and Government Supervisors regarding staffing, performance, and operational updates Manage employee counseling, corrective actions, performance improvement plans, and removal/replacement actions when required Ensure compliance with Privacy Act requirements, patient confidentiality, and Joint Commission standards Oversee mandatory annual training completion and refresher training as required Maintain reporting requirements and deliver all required contract reports on time Support exceptional patient-facing customer service standards across all assigned personnel #CB