Program Manager in Bethesda, Maryland at Talantage, LLC

Job Title: Program Manager
Location: Bethesda, Maryland
Employment Type: Full-Time, Onsite
Contract Duration: Base Period: June 1, 2026 – May 31, 2028

• Option Period 1: June 1, 2027 – May 31, 2029
• Option Period 2: June 1, 2028 – May 31, 2030

Contract continuation is contingent upon Government exercise of option periods and satisfactory contractor performance.
Program Manager Schedule

• Full-time onsite position
• Standard hours: Monday – Friday, 7:30 AM – 4:00 PM
• Schedule flexibility may be required to support off-shift operations, emergency staffing needs, evenings, weekends, and holidays as necessary.

Position Summary
The Program Manager serves as the primary onsite management official responsible for the daily oversight, staffing coordination, operational continuity, and performance management of Medical Support Assistant (MSA) personnel supporting the NIH Clinical Center. This role is critical to ensuring uninterrupted administrative and patient support operations within a 24/7/365 clinical research hospital environment.

The Program Manager will oversee contractor personnel assigned to the Nursing Department and/or Patient Support Services Department (PSSD), ensuring all staff perform duties in compliance with NIH policies, contract requirements, customer service expectations, patient confidentiality standards, and quality assurance protocols.

Key Responsibilities
Contract and Operations Management

• Provide full-time onsite management and supervision of all assigned Medical Support Assistants (MSAs).
• Serve as the primary liaison between contractor personnel, Government supervisors, Contracting Officer Representatives (CORs), and NIH stakeholders.
• Ensure continuous staffing coverage for all assigned shifts, including evenings, weekends, holidays, and emergency operations.
• Coordinate staffing schedules, attendance monitoring, leave approvals, and replacement coverage for planned and unplanned absences.
• Maintain operational continuity in a mission-critical healthcare environment operating 24/7/365.

Recruitment and Staffing

• Recruit, screen, interview, and onboard qualified candidates for MSA positions.
• Provide qualified resumes to the Government within required response timelines.
• Maintain an active pipeline of pre-qualified candidates for surge staffing and rapid replacement needs.
• Coordinate onboarding activities, badging, medical clearances, background investigations, and required documentation.
• Ensure staffing solutions minimize disruptions to patient care operations.

Performance Management

• Monitor contractor employee performance, attendance, punctuality, and conduct.
• Conduct employee counseling, corrective actions, performance evaluations, and disciplinary actions when necessary.
• Implement refresher training and performance improvement initiatives as needed.
• Ensure compliance with NIH customer service standards, professionalism requirements, and workplace conduct expectations.
• Address employee performance concerns and coordinate resolutions with NIH CORs and supervisors.

Training and Compliance

• Ensure all personnel complete mandatory NIH orientation, annual training, HIPAA/privacy training, infection control requirements, and security compliance activities.
• Monitor compliance with Joint Commission standards and NIH operational procedures.
• Ensure all contract personnel maintain required medical clearances, vaccinations, and certifications.
• Maintain confidentiality of patient information in accordance with Privacy Act and HIPAA requirements.

Quality Assurance and Reporting

• Develop and maintain quality control procedures to ensure high-quality service delivery.
• Prepare and submit required operational reports, staffing updates, attendance reports, and invoice documentation.
• Review and approve contractor timecards and differential pay documentation.
• Participate in weekly and monthly status meetings with NIH representatives.
• Respond to customer complaints and operational issues within required timeframes.

Customer Service Leadership

• Promote a culture of professionalism, compassion, responsiveness, and patient-centered service.
• Ensure contractor personnel consistently provide exceptional customer service to patients, visitors, physicians, nurses, and staff.
• Address escalated service issues promptly and professionally.

Minimum Qualifications
Education

• Bachelor's degree in Healthcare Administration, Business Administration, Public Administration, Human Resources, or related field preferred.
• Equivalent combination of education and relevant experience may be considered.

Experience

• Minimum of 5 years of experience managing healthcare administrative personnel or medical support staff.
• Experience supporting staffing operations in a hospital, clinical, or healthcare environment.
• Experience managing personnel in a fast-paced, customer-service-driven environment.
• Experience with federal healthcare contracts or government healthcare operations preferred.
• Demonstrated experience with recruitment, workforce management, scheduling, and employee relations.

Knowledge, Skills, and Abilities

• Strong leadership and supervisory skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities in a high-volume healthcare environment.
• Knowledge of healthcare administrative operations and medical terminology.
• Proficiency with Microsoft Office Suite and electronic scheduling/timekeeping systems.
• Strong problem-solving, organizational, and conflict-resolution skills.
• Ability to function effectively under emergency and high-pressure situations.

Preferred Qualifications

• Experience supporting NIH, HHS, VA, DoD, or other federal healthcare facilities.
• Knowledge of Joint Commission standards and healthcare compliance requirements.
• Prior experience managing 24/7 staffing operations.
• Experience with clinical scheduling systems and electronic medical records.

Work Environment

• Full-time onsite position at the NIH Clinical Center in Bethesda, Maryland.
• Healthcare environment with direct interaction with patients, visitors, and clinical staff.
• May require occasional schedule flexibility to support evenings, weekends, holidays, or emergency staffing situations.

Critical Success Factors
The successful Program Manager will demonstrate:

• Exceptional staffing reliability and responsiveness
• Strong workforce retention and employee engagement
• Effective communication with Government leadership
• High-quality customer service standards
• Operational accountability and contract compliance
• Ability to maintain uninterrupted support services in a mission-critical environment

This role is considered essential to the Government's confidence in contractor performance and overall proposal strength.

Talantage, LLC is an Equal Opportunity Employer committed to diversity and inclusion. We consider all qualified applicants without regard to race, religion, gender, sexual orientation, age, disability, veteran status, or any other protected classification under applicable law. #INDHP