PROGRAM MANAGER

Department: Operations

Industry: Healthcare / Healthcare BPO

Reporting To: Centre Manager

Location: Bangalore

Experience: 5–6 Years

Role Summary The Program Manager will report to the Centre Manager and work closely with the Patient Care Executive (PCE) and Patient Navigator (PN) operational teams to ensure seamless program delivery and operational excellence.

The role is responsible for program governance, performance monitoring, cross-functional coordination, operational efficiency, and continuous improvement initiatives.

The Program Manager will provide end-to-end oversight of PCE and PN operations, ensuring adherence to quality standards, achievement of program KPIs, and delivery of exceptional patient support services.

The ideal candidate should possess strong leadership, people management, stakeholder management, analytical, communication, and problem-solving skills, with demonstrated experience in healthcare operations or healthcare BPO environments.

Key Responsibilities

1. Program Governance & Performance Management

- Ensure effective governance of program operations through regular monitoring, reporting, and review of key performance indicators (KPIs).
- Track operational performance against defined KRAs, KPIs, quality metrics, productivity targets, and program objectives.
- Develop and present periodic performance reports, dashboards, and actionable insights to the Centre Manager and Leadership Team.
- Identify performance gaps and implement appropriate corrective and preventive action plans (CAPA).
- Drive accountability across operational teams to ensure achievement of program objectives.

1. Patient Care Executive (PCE) Management

- Oversee all operational activities related to the PCE team in alignment with the PCE Manager.
- Ensure adequate staffing, workload allocation, scheduling, and effective resource utilization.
- Monitor PCE productivity, quality adherence, patient engagement, and service delivery metrics.
- Support coaching, mentoring, and performance improvement initiatives for PCE team members.
- Ensure compliance with established SOPs, quality standards, and audit requirements.
- Identify operational challenges impacting PCE performance and drive timely resolution.

1. Patient Navigator (PN) Management





- Monitor Patient Navigator performance against defined productivity, quality, and patient experience metrics.
- Ensure effective patient management through timely coordination, communication, and follow-up.
- Guide PNs in resolving operational challenges while maintaining high service and patient support standards.
- Drive continuous development and performance enhancement within the PN team.
- Ensure adherence to program processes, SOPs, and defined service standards.

1. Cross-Functional Coordination

- Collaborate closely with the Centre Manager, PCE Manager, PN Team Leads, Quality & Training Team, and IT to ensure smooth program execution.
- Facilitate effective communication between operational and support functions.
- Escalate operational issues appropriately and drive timely resolution.
- Coordinate with relevant stakeholders for implementation of process changes and operational initiatives.
- Ensure alignment between business requirements and day-to-day program operations.

1. Operational Excellence

- Identify opportunities to improve operational efficiency, workflow effectiveness, and resource utilization.
- Lead process optimization initiatives to enhance productivity, operational effectiveness, and patient experience.
- Analyze operational trends and identify opportunities for improvement.
- Support the implementation of new processes, technologies, and operational improvements.
- Drive a culture of continuous improvement across PCE and PN operations.

1. Quality & Compliance

- Monitor service quality through regular audits, reviews, performance assessments, and feedback mechanisms.
- Ensure consistent adherence to organizational policies, SOPs, compliance requirements, and quality standards.
- Identify quality gaps and drive appropriate corrective actions.
- Review customer/patient feedback and implement improvements based on identified trends.




- Ensure operational teams maintain required documentation and compliance standards.

Qualifications & Experience
- 5–6 years of experience in healthcare operations, healthcare BPO, patient support programs, call centre operations, or program management.
- Minimum 3 years of experience managing teams in support services or customer engagement programs, preferably within the healthcare industry.
- Demonstrated leadership or supervisory experience.
- Proven experience in team leadership, cross-functional coordination, and multi-level program execution.
- Solid experience in performance monitoring, KPI management, reporting, and operational improvement.
- Experience working with multiple stakeholders and operational teams.
- English & Hindi proficiency is mandatory, with superior communication proficiency in both languages.
- Bilingual/multilingual capabilities will be an advantage.

Key Competencies
- Program & Operations Management
- Team Leadership & People Management

- Performance Management
- Process Improvement & Operational Excellence
- Cross-Functional Collaboration

- Stakeholder Management
- KPI & KRA Management
- Strong Communication & Interpersonal Skills
- Problem-Solving & Critical Thinking
- Decision-Making & Analytical Skills
- Quality & Compliance Management
- Coaching & Team Development

Technical Proficiency The candidate should have good working knowledge of:
- MS Office, particularly Excel and PowerPoint

- CRM platforms
- Telephony / Call Centre Management Systems

- Email Management Software
- Performance dashboards and reporting tools
- Basic data analysis and operational reporting

Ideal Candidate Profile We are looking for a results-oriented healthcare operations professional who can effectively manage PCE and PN operations, drive team performance, monitor program KPIs, and work collaboratively with multiple stakeholders.

The ideal candidate should be comfortable working in a fast-paced healthcare environment, possess strong leadership and communication skills, and demonstrate the ability to identify operational challenges, implement solutions, and continuously improve program performance and patient experience.

Pay: ₹400,000.00 - ₹650,000.00 per year

Work Location: In person

📌 Program Manager (Bengaluru)
🏢 Healthvista India
📍 Bengaluru