Program Manager – SnapCare

Here’s the Snapshot:

The Program Manager is responsible for building and maintaining strong client partnerships while ensuring the successful delivery of SnapCare’s workforce solutions. The PM serves as a trusted advisor to clients, addressing workforce challenges, ensuring high satisfaction, and driving business growth. This role requires a balance of client relationship management, operational execution, and internal collaboration.

Change the Game!

Our team members are game changers. For your role on the team, you will:

Client Relationships

• Develop and maintain strong rapport with assigned clients, positioning SnapCare as a preferred vendor.
• Drive client satisfaction and retention through Net Promoter Scores (NPS) improvement.
• Deliver workforce-related solutions that align with client goals and SnapCare’s strategic objectives.
• Provide consultative guidance on best practices, including internal resource pool (IRP) optimization, census forecasting, and scheduling strategies.
• Serve as the first point of escalation for healthcare professional (HCP) HR concerns, attendance/performance issues, operational challenges (billing, timekeeping), and market insights.
• Conduct regular client touchpoints including status calls, reporting reviews, training sessions, and Quarterly Business Reviews (QBRs).
• Lead the implementation of new client programs, overseeing intake, recruitment strategy, workforce forecasting, and system setup.

Fulfillment

• Identify and capture new staffing orders while managing workforce extensions.
• Utilize SnapCare’s Booker system for workforce tracking and management.
• Achieve and exceed gross margin (GM) targets through effective fulfillment strategies.
• Ensure client satisfaction with deployed healthcare professionals by monitoring schedule adherence, resolving concerns, and ensuring alignment with client expectations

Fulfillment Collaboration and Supplier Management

• Partner closely with internal and external fulfillment teams by sharing client insights, trends, and feedback to help refine recruiting strategies.
• Communicated facility-specific requirements, job details, and assignment expectations are alignment of client needs.
• Provide guidance on what is working well or where adjustments may be needed, based on real-time client feedback and workforce outcomes.
• Maintain open communication with fulfillment teams by offering timely updates on candidate progress, client satisfaction, and emerging challenges, ensuring a unified approach to fulfillment.
• Maintain and monitor Supplier Scorecards to evaluate internal and external fulfillment performance.
• Lead regular review calls with fulfillment teams to drive accountability and continuous improvement

Internal Operations

• Oversee billing processes, ensuring accuracy and timely resolution of issues.
• Facilitate collections meetings as needed to support financial health of accounts.
• Track and report on account progress, staffing orders, and feedback from healthcare professionals.
• Stay current on integration initiatives with clients, ensuring seamless adoption and support

Live our SNAP values:

• We work in SNAPTime
• Nurture growth and be a game changer
• Act with care and kindness
• Be Passionate about our stakeholders

What you bring to the team:

• Bachelor’s degree in Business, Healthcare Administration, or related field preferred.
• 5+ years of experience in account management, client success, or healthcare staffing.
• Proven track record of building strong client relationships and achieving growth targets.
• Strong understanding of healthcare workforce challenges, compliance, and scheduling best practices.
• Excellent communication, negotiation, and presentation skills.
• Experience with workforce management platforms, CRM tools, and staffing systems (Booker experience preferred).
• Ability to balance strategic consulting with operational execution.

What else?

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift 15 pounds at times
• Some evening and weekend work may be needed

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member for this job. Duties, responsibilities, and activities may change at any time with or without notice.

We want each team member to be successful, and we’ll do our best to help you succeed. This includes making reasonable accommodation to enable individuals with disabilities to perform the essential functions of their jobs here at SnapCare