Healthcare Program Manager

The Program Manager (Healthcare) will lead complex, cross-solution implementations for large healthcare clients. This role is accountable for program-level status reporting, risk and issue management, and driving follow-through across internal teams through influence rather than authority.

The Program Manager operates in environments with multiple concurrent workstreams, competing priorities, and frequent ambiguity. Success in this role requires strong organizational discipline, clear communication at all levels, and sound judgment on when to escalate versus resolve issues directly.

This role is focused on ongoing program-level coordination for a portfolio of high-value clients. Program Managers are responsible for maintaining governance, visibility, and escalation discipline across multiple workstreams over time. Each Program Manager typically supports a portfolio of 5-8 clients, depending on complexity and engagement model.

The Healthcare Program Manager reports to the Director of Healthcare Program Management and works closely with Delivery, Technical, Support, Advisors, and Growth partners to ensure consistent, high-quality execution across Press Ganey's largest and most complex clients.

Duties and Responsibilities:

Program Coordination and Ownership

• Maintain clear, accurate, and timely program status reporting across all workstreams

• Ensure risks, issues, and dependencies are identified early, documented, and actively managed

• Own ongoing program-level coordination and governance for a portfolio of high-value clients

• Maintain consistent status visibility, risk management, and escalation structure across assigned accounts

• Support multiple clients simultaneously, typically ranging from 5-8 depending on complexity and cadence

• Adjust level of engagement based on client needs, balancing proactive governance with exception-driven support

• Partner with Growth, Advisors, and Delivery teams to ensure alignment while maintaining clear ownership boundaries

Escalation and Issue Management

• Own the escalation process, including coordination, documentation, and follow-through until issues are stabilized

• Drive cross-functional response during escalations by influencing internal teams that do not report directly to the PM

• Provide clear, concise updates to internal and external stakeholders, even when information is incomplete

• Demonstrate comfort pushing back on clients and internal stakeholders when requests fall outside of scope or create delivery risk

• Maintain accountability and structure in high-pressure situations without deferring or over-escalating

Governance and Communication

• Establish and maintain program governance structures, potentially including integrated project plans, RAID logs, and executive-level updates.

• Facilitate governance meetings and ensure decisions, actions, and ownership are clearly documented

• Maintain ongoing governance cadence and visibility across assigned client portfolio, ensuring consistency over time rather than one-time implementation support

• Clearly adjust communication style across audiences, including detailed coordination with technical teams and concise, executive-level updates for senior stakeholders

Scope and Boundary Management

• Enforce delivery scope and implementation boundaries while maintaining strong client relationships

• Identify and manage scope creep, partnering with Growth on commercial decisions when needed

• Confidently call work "done" when implementation criteria are met

Cross-Functional Coordination

• Coordinate closely with implementation managers, technical teams, support, and product partners to keep work moving forward

• Follow up persistently and tactfully to ensure commitments are met

• Step in to coordinate closely during periods of high risk or escalation, and step back when workstreams are stable

• Own coordination and governance across the account, while not owning the commercial relationship, strategy, or execution of individual workstreams

Tools and Continuous Improvement

• Use program management tools such as Wrike to track progress, risks, and dependencies

• Develop, adapt, and maintain program templates and reporting artifacts

• Leverage AI tools to improve efficiency in summarization, communication, and reporting (not required, but preferred)

Qualifications:

• 8+ years of work experience within program, project, or client delivery management, preferably in consulting, healthcare, health tech, or enterprise SaaS environments.

• Demonstrated success managing complex, cross-functional programs with multiple workstreams, stakeholders, and competing priorities.

• Exceptional communication and facilitation skills, with the ability to tailor content for executive, operational, and technical audiences

• Proven ability to influence without authority and drive follow-through across overloaded teams.

• Strong organizational and documentation discipline

• Comfort operating in ambiguous, fast-moving environments where structure must be created, not followed

• Healthcare experience is helpful but not required; strong program management and delivery experience in complex, cross-functional environments is prioritized

• Project Management certifications such as a PMP, PgMP, or related is a plus

Education

• Bachelor's degree required

• Master's in Business Administration, Healthcare Administration, Public Health, or a related field is a plus