Program Director

Program Director - Pace

Cross Country is looking for top talent to join our team! We are a market-leading, tech-enabled workforce solutions and advisory firm with more than four decades of experience helping organizations solve complex labor and operational challenges. Recognized as a Top Place to Work by U.S. News & World Report and a Most Loved Workplace by Newsweek, Cross Country is committed to quality and excellence in everything we deliver. We were also the first public company to earn The Joint Commission Gold Seal of Approval® for Health Care Staffing Services Certification with Distinction — a standard we continue to uphold today.

Basic Purpose

The Program Director is responsible for the strategic and operational leadership of the PACE (Program of All-Inclusive Care for the Elderly) center within the assigned region. This role ensures the delivery of high-quality, coordinated, and person-centered care that aligns with PACE regulatory requirements and organizational goals. The Program Director oversees program operations, drives year-over-year improvements, manages budgets and performance metrics, and ensures compliance with federal, state, and local regulations specific to the PACE model.

Essential Functions

1. Provide strategic leadership and operational oversight of the local Program Support Team, ensuring alignment with organizational goals and program objectives.
2. Develop and implement strategic plans for PACE (Program of All-Inclusive Care for the Elderly) program operations, including participant growth, service quality, operational efficiency, and regulatory compliance.
3. Collaborate with executive leadership to align program goals with broader organizational strategy and community health needs.
4. Ensure alignment with PACE program model requirements by working closely with implementation and cross-functional internal teams.
5. Lead, mentor, and develop the Program Support Team, including ongoing coaching, performance management, and professional development.
6. Establish performance expectations and drive a culture of accountability, responsiveness, and high-quality service delivery.
7. Oversee daily operations of the program support team to ensure timely execution of deliverables, accuracy of documentation, and operational consistency.
8. Facilitate cross-functional communication to ensure coordinated, participant-centered care delivery across departments.
9. Drive participant satisfaction through high-quality care coordination, responsiveness, and effective communication.
10. Conduct regular participant and family visits to assess satisfaction, identify service gaps, and implement improvements.
11. Monitor and evaluate key performance indicators (KPIs), including participant satisfaction, health outcomes, service utilization, and operational efficiency to support continuous improvement.
12. Ensure full compliance with all CMS, state, and PACE-specific regulatory and licensing requirements.
13. Lead regular audits, quality reviews, and risk assessments; identify gaps and implement corrective action plans.
14. Maintain readiness for internal and external audits and ensure adherence to organizational and regulatory standards.
15. Build and maintain strong relationships with community providers, partner organizations, and regulatory agencies to support program growth and integration.
16. Collaborate with internal stakeholders to ensure effective care planning, coordination, and documentation.
17. Oversee program reporting, including preparation of performance reports, KPIs, and updates for executive leadership, board members, and regulatory agencies.
18. Serve as a key point of contact for internal and external stakeholders regarding program performance and initiatives.
19. Maintain awareness of industry trends, policy changes, and best practices in elder care and managed care delivery to support ongoing program improvement.
20. All other duties as assigned.

Qualifications

1. 6+ years of experience in healthcare operations, program management, or related service delivery roles.
2. 4+ years of leadership experience with operational oversight and full P&L responsibility.
3. Proven success managing complex healthcare programs and achieving financial, operational, and strategic goals.
4. Prior experience managing PACE (Program of All-Inclusive Care for the Elderly) program accounts or home care operations strongly preferred.
5. Experience working in start-up or turnaround environments strongly preferred.
6. Strong knowledge of healthcare service delivery models, compliance standards, and regulatory requirements.
7. Experience conducting client visits, satisfaction reviews, and service quality assessments.
8. Proven success in client relationship management, account growth, and cross-functional team leadership.
9. Strong collaboration skills with sales, operations, and account management teams to drive growth and service excellence.
10. Excellent communication, interpersonal, negotiation, and presentation skills.
11. Strong analytical, problem-solving, and decision-making abilities.
12. Ability to lead teams in fast-paced, high-accountability environments while maintaining operational quality and performance standards.
13. Proficiency in Microsoft Office Suite and comfort using virtual collaboration platforms such as Microsoft Teams and Zoom.
14. Familiarity with MSP/VMS technology systems preferred.

Education: High school diploma or equivalent required; Bachelor's degree in business, healthcare or other similar discipline preferred or equivalent combination of education and experience to successfully perform the essential functions of the job.

Company equipment (laptop, monitor, keyboard, mouse headset) will be provided directly to you for use during employment. Benefits Cross Country offers a competitive compensation, benefits, and wellness program, including Medical Insurance, Dental Insurance, Vision Insurance, Life Insurance, Disability Insurance, Voluntary Insurance, 401(k) plan, Tuition Assistance, and Pet Insurance. The company offers a variety of Wellness options through Burnalong, which offers a robust online platform of classes and programs as well as local gym access. Cross Country is an Equal Opportunity Employer (EOE) - Veteran/Disability #IND123