Program Manager - Nurse Call Center (P-102)

SMASH, Who we are?

We are agents for tech professionals in Costa Rica and Colombia that help them build careers in the United States. 

We believe in long-lasting relationships with our talent. We invest time getting to know them and understanding what they seek as their professional next step. 

We aim to find the perfect match. As agents, we pair our talent with our US clients, not only by their technical skills but as a cultural fit. Our core competency is to find the right talent fast.

We purposefully move away from the “contractor” or “outsourcing” type of relationship. Our clients don’t want contractors or “just a service.” Neither does our talent.

Our Benefits:

• Work from everywhere.
• Private Medical Insurance.
• English Academy for Employees and Relative.

This is a remote position for Costa Rica and Colombia
This position is Remote to work with a US Company; you will require to have Citizenship or a work permit from Costa Rica or Colombia to apply for this role.

RESPONSIBILITIES:

• Works with partners to develop and drive service solutions and business case development across functional groups.
• Involved in the coordination of translating business strategy into work programs and processes. 
• Reviews and provides input to high-level project planning and management.
• Accountable for the creation and development of technology solutions appropriate to business needs and objectives
• Oversees implementation of program, projects, or processes
• Creates and delivers monthly Program Management Reviews
• Ensures all business functions are appropriately and consistently defined and that these functions meet the objectives of the client.
• Drives stream of work reporting to customer.
• Develops status reports, controls project scope and economics, approves changes, and manages and resolves issues, risks, and conflicts.
• Serves as a single point of contact and the escalation point between technical teams.
• Demonstrates abilities as a leader, creating a positive work environment by monitoring workloads of the team while meeting client expectations.
• Accountable for senior level customer relationships and satisfaction
• Serve in a variety of roles to include, but not limited to proposal management, proposal writing, editing, and pricing.

REQUIREMENTS:

• Bachelor’s degree in healthcare management, business administration, communication, IT, social science, or a related field
• 5 years of experience with managing multiple call centers.
• Demonstrate knowledge of URAC Health Call Center Standards, experience in customer service, performance evaluation, and process improvement.
• Demonstrate experience in large volume staff training and coaching.
• Demonstrated strong interpersonal and communication skills.