Head of Programme Management

Cross Country is a market‑leading, tech‑enabled workforce solutions and advisory firm with over four decades of experience helping organizations solve complex labor and operational challenges.

Basic Purpose
The Program Coordinator provides operational, administrative, and customer support to ensure the effective delivery of homecare services for PACE programs. This role focuses on supporting caregivers (HCPs), clients, and internal teams by managing onboarding/offboarding, compliance tracking, communication, and client relations. The Program Coordinator plays a vital role in ensuring caregivers are prepared and supported, client needs are met, and all processes remain compliant and efficient.

Essential Functions

Assist caregivers with onboarding, orientation, credentialing, and system access.

Provide ongoing support to field staff by addressing questions, resolving issues, and ensuring they have the resources needed for successful assignments.

Maintain accurate and current records of caregiver credentials, certifications, and licensures.

Communicate updates, policy changes, and assignment details clearly and promptly.

Support HCPs with timekeeping, payroll, and schedule confirmations.

Manage HCP timekeeping issues and review timecards for accuracy and timely payment.

Serve as a primary contact for PACE program clients, addressing inquiries and concerns promptly and professionally.

Build and maintain positive relationships with internal and external stakeholders to ensure service satisfaction.

Conduct periodic client satisfaction checks and follow up on feedback to improve service delivery.

Ensure client‑specific requirements, policies, and procedures are accurately documented and shared with caregivers.

Work with the Compliance team to ensure caregivers comply with all regulatory, licensing, and agency standards.

Maintain and update databases, internal systems, and client portals with accurate caregiver and client information.

Support audits by ensuring complete and accurate documentation is available when needed.

Generate, prepare, and distribute reports for internal teams and client review.

Assist with creating confirmation letters, client‑facing communications, and process documentation.

Act as a liaison between caregivers, clients, and internal departments to ensure alignment and issue resolution.

Communicate clearly and consistently with all stakeholders to ensure smooth service delivery.

Provide backup coverage for colleagues to ensure uninterrupted client and caregiver support.

Represent Cross Country Healthcare with professionalism and integrity in all interactions.

May be required to attend offsite job fairs and community events as needed.

May be required to provide after‑hours, weekend, and holiday coverage based on business needs, ensuring timely coordination of staffing and effective communication with PACE program partners to maintain continuity of care.

Other duties as assigned.

Qualifications

Minimum of one (1) year of administrative or client support experience, preferably in healthcare or staffing.

Strong organizational and time‑management skills with ability to handle multiple priorities.

Excellent written and verbal communication skills.

Proficiency in Microsoft Office Suite (Word, Excel, Outlook).

Knowledge of healthcare regulations and compliance standards.

Ability to maintain confidentiality and professionalism in all situations.

Experience with VMS technology or client portals.

Bilingual in Spanish required.

Strong problem‑solving and relationship‑building abilities.

Education
High School Diploma or equivalent required; some college preferred.

Benefits

Competitive compensation.

Medical, dental, vision, life, disability, and voluntary insurance.

401(k) plan.

Tuition assistance.

Pet insurance.

Wellness program through Burnalong, including online classes and local gym access.

Company equipment (laptop, monitor, keyboard, mouse, headset) will be provided directly to you for use during employment.

Cross Country is an Equal Opportunity Employer (EOE) - Veteran/Disability.

#J-18808-Ljbffr Cross Country Healthcare, Inc.