Program Manager

Overview

The Program Manager is responsible for the overall leadership, management, and performance of a large-scale Medical Support Assistant (MSA) staffing contract supporting the NIH Clinical Center. This role oversees approximately 60 administrative healthcare staff operating in a 24/7 clinical environment and serves as the primary interface with Government leadership.

The Program Manager ensures continuous staffing coverage, regulatory compliance, and high-quality patient-facing service delivery in a fast-paced hospital setting.

The ideal candidate is a hands-on operational leader who can manage a large administrative workforce in a hospital setting, ensure uninterrupted service delivery, and maintain strict compliance with federal and healthcare requirements.

Work Location:

• In-office, NIH Clinical Center - 9000 Rockville Pike, Building 10, Bethesda, MD 20892.

Responsibilities

• Provide overall management, direction, and oversight of all contract operations supporting administrative medical services at the NIH Clinical Center.
• Serve as the primary point of contact between the Contractor and the Government, including the Contracting Officer (CO) and Contracting Officer’s Representative (COR).
• Oversee staffing, scheduling, and performance of MSAs, leads, and support personnel to ensure adequate coverage across shifts (including evenings, weekends, and holidays).
• Ensure full compliance with contract requirements, policies, and applicable federal regulations, including privacy, security, and reporting requirements.
• Monitor contract performance metrics, quality standards, and service delivery; implement corrective actions as needed.
• Manage recruitment, onboarding, training, and retention of qualified personnel.
• Prepare and submit required reports (technical, staffing, security, and progress reports) in accordance with contract requirements.
• Oversee timekeeping, invoicing support, and labor hour tracking to ensure alignment with contract ceilings and funding.
• Coordinate with NIH stakeholders to support clinical operations and administrative workflows.
• Ensure all personnel comply with security clearance requirements, background investigations, and NIH access protocols.
• Manage risk, resolve issues, and escalate concerns to Government stakeholders as appropriate.

Qualifications

Minimum Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)

• List of qualifications which include education/experience/certifications/clearances (quantifiable)
• Bachelor’s degree in healthcare administration, business administration, public health, or a related field.
• Minimum of 5–7 years of experience managing healthcare administrative support services or similar contracts.
• Demonstrated experience managing staff in a clinical or hospital environment.
• Experience managing federal contracts, preferably within HHS or NIH.
• Strong knowledge of contract compliance, reporting, and performance management.
• Ability to obtain and maintain required federal background investigation (e.g., NACI or equivalent).

Preferred Qualifications:

• Master’s degree in healthcare administration (MHA), business administration (MBA), or related field.
• Prior experience supporting the National Institutes of Health or similar federal healthcare/research organizations.
• Experience managing labor-hour or IDIQ-type service contracts.
• Familiarity with medical support roles such as Medical Support Assistants (MSAs) or patient access staff.
• Experience with federal performance evaluation systems (e.g., CPARS).
• Certification in project or program management (e.g., PMP).

Knowledge, Skills and Abilities:

• Leadership & Management: Ability to lead multidisciplinary teams and manage supervisors, leads, and administrative staff in a high-demand clinical setting.
• Communication: Strong verbal and written communication skills, with the ability to interact effectively with Government officials and clinical personnel.
• Operational Oversight: Ability to manage staffing plans, workflows, and service delivery in a hospital environment.
• Regulatory Compliance: Knowledge of federal contracting regulations, privacy requirements (e.g., HIPAA/Privacy Act), and information security standards.
• Problem Solving: Ability to identify issues, analyze root causes, and implement effective solutions quickly.
• Organizational Skills: Strong attention to detail with the ability to manage multiple priorities and deadlines.
• Technical Proficiency: Proficiency with standard office software, reporting tools, and workforce management systems.
• Adaptability: Ability to operate effectively in a dynamic clinical research environment with changing priorities.

Estimated Salary/Wage