Overview: Priwils, Inc. is seeking an experienced Program Manager to support Medical Support Assistant (MSA) services at the National Institutes of Health (NIH) Clinical Center in Bethesda, Maryland. The Program Manager will oversee daily contract operations supporting the Nursing Department and Patient Support Services Department (PSSD) within the NIH Clinical Center, America’s premier clinical research hospital.
The Program Manager will serve as the primary point of contact between the Contractor and the Government Contracting Officer’s Representative (COR) and will be responsible for ensuring uninterrupted delivery of high-quality administrative and patient support services in a fast-paced clinical healthcare environment. This position requires strong leadership, staffing management, healthcare operations experience, and the ability to manage a dynamic workforce supporting mission-critical patient care operations.
Key Responsibilities

• Manage all day-to-day contract operations and ensure compliance with contract requirements, staffing levels, performance standards, and customer service expectations.
• Serve as the primary liaison between the Contractor, Government COR, Government supervisors, and NIH stakeholders.
• Oversee recruitment, screening, interviewing, onboarding, scheduling, supervision, and retention of Medical Support Assistant personnel.
• Ensure qualified candidates are identified and submitted within required timelines and participate in candidate interviews with Government personnel.
• Maintain sufficient staffing levels to support all operational requirements, including days, evenings, weekends, holidays, and emergency staffing situations.
• Develop and implement staffing contingency plans to ensure continuity of operations during planned and unplanned absences.
• Monitor employee attendance, punctuality, professionalism, and overall job performance.
• Conduct employee coaching, counseling, performance evaluations, corrective actions, and performance improvement activities as needed.
• Coordinate onboarding activities, including badging, security processing, mandatory medical clearances, training requirements, and NIH orientation activities.
• Ensure all contract personnel complete required NIH Clinical Center orientation, annual mandatory training, IT security training, and compliance requirements.
• Monitor compliance with NIH policies, HIPAA/privacy requirements, Joint Commission standards, customer service expectations, and workplace conduct requirements.
• Review and approve contractor timesheets, staffing schedules, and shift differential documentation.
• Maintain accurate staffing records, training documentation, attendance records, and operational reports.
• Attend recurring meetings with CORs, Government supervisors, and other NIH stakeholders regarding staffing, recruitment, operational performance, and process improvements.
• Provide operational reports, staffing updates, corrective action plans, and other contract deliverables within required timelines.
• Ensure contract personnel consistently provide professional, compassionate, patient-centered customer service to patients, visitors, physicians, nurses, and staff.
• Support continuous process improvement initiatives that enhance operational efficiency, workforce performance, and patient experience.

Required Qualifications

• Bachelor’s degree in Healthcare Administration, Business Administration, Public Health, Management, or a related field preferred.
• Minimum of five (5) years of experience managing healthcare administrative operations, staffing services, or medical support personnel.
• Minimum of three (3) years of supervisory or program management experience in a healthcare, hospital, or clinical environment.
• Experience managing recruitment, onboarding, workforce scheduling, staffing coverage, and employee performance management.
• Experience supporting Federal Government contracts preferred.
• Strong knowledge of healthcare administrative operations, customer service practices, and workforce management principles.
• Excellent verbal, written, organizational, leadership, and interpersonal communication skills.
• Ability to manage multiple priorities in a fast-paced healthcare environment.
• Proficiency in Microsoft Office Suite, scheduling systems, and electronic medical record or healthcare information systems.

Preferred Qualifications

• Experience supporting the National Institutes of Health (NIH) or other Federal healthcare agencies.
• Experience managing operations in a 24/7 healthcare or hospital environment.
• Knowledge of admissions processes, clinical scheduling systems, patient support operations, and healthcare administrative workflows.
• Experience coordinating security processing, background investigations, and compliance documentation.