Program Manager

Wolf Lake Services is seeking a Program Manager (PM) to serve as the primary point of accountability for overall contract performance and provides full-time, onsite leadership in support of Medical Support Assistant (MSA) services at the NIH Clinical Center. The PM is responsible for ensuring uninterrupted service delivery, workforce stability, and compliance with all contractual, regulatory, and operational requirements within a fast-paced clinical environment. The PM leads a structured management approach that integrates staffing oversight, performance monitoring, and continuous improvement to ensure high-quality administrative and patient-facing support services. This role requires direct coordination with Government stakeholders to maintain operational transparency, resolve issues proactively, and ensure alignment with NIH mission objectives, including patient care support, customer service excellence, and administrative accuracy. Incumbents are encouraged to apply! Core Duties and Responsibilities: Program Oversight & Execution Serve as the single point of contact for the Contracting Officer (CO), Contracting Officer’s Representative (COR), and Government supervisors. Oversee all contract operations to ensure services are delivered in accordance with the Statement of Work (SOW). Ensure continuous, uninterrupted performance across all assigned service areas, including surge and off-shift coverage. Staffing & Workforce Management Manage recruitment, screening, onboarding, and retention of qualified personnel. Ensure full staffing coverage across all shifts (days, evenings, weekends, holidays). Maintain a pipeline of pre-qualified candidates to support rapid backfill and surge requirements. Implement cross-training strategies to enable workforce flexibility across multiple service areas. Performance Management & Quality Control Monitor employee performance to ensure accuracy, timeliness, and compliance with contract requirements. Conduct regular performance evaluations, provide feedback, and coordinate corrective actions as needed. Ensure all personnel meet training requirements, including initial onboarding and recurring mandatory training. Enforce adherence to customer service standards, professionalism, and patient interaction protocols. Customer Service & Stakeholder Coordination Promote a culture of high-quality customer service aligned with NIH expectations. Address and resolve performance or service issues in coordination with Government personnel. Conduct routine meetings with COR and Government supervisors to provide updates on staffing, performance, and operational risks. Compliance & Reporting Ensure compliance with all applicable federal regulations, privacy requirements (PII/PHI), and contract provisions. Oversee accurate timekeeping, scheduling, and invoice validation processes. Prepare and submit all required reports in a timely and accurate manner. Maintain documentation supporting staffing, training, and performance metrics. Risk Management & Continuity of Operations Identify potential risks to contract performance and implement mitigation strategies. Ensure continuity of operations through proactive workforce planning and contingency staffing. Develop and execute corrective action plans when performance issues are identified. Requirements: Education Bachelor’s degree in Healthcare Administration, Business Administration, Public Health, or a related field (preferred) Experience Minimum of 5–8 years of progressive experience in program or project management Minimum of 3 years managing personnel in a healthcare, clinical, or administrative support environment Demonstrated experience managing contracts of similar size, scope, and complexity Experience supporting Federal Government contracts (preferred) Experience managing high-volume, customer-facing operations (strongly preferred) Must have authorization to work in the United States as defined by the Immigration Reform Act of 1986 Certifications (Recommended) Project Management Professional (PMP) or equivalent (preferred) Knowledge, Skills, and Abilities Strong leadership and personnel management skills in a fast-paced environment Demonstrated ability to manage staffing, scheduling, and workforce performance Knowledge of healthcare administrative operations and patient support services Understanding of federal compliance requirements, including privacy and data protection Excellent communication skills with the ability to engage effectively with Government stakeholders Strong organizational and problem-solving skills with a proactive, solutions-oriented approach Proficiency in Microsoft Office applications and workforce management systems Work Requirements Full-time, onsite position at the NIH Clinical Center (Bethesda, MD) Availability to support operations during non-standard hours as needed (e.g., surge events, staffing issues) Ability to obtain and maintain required federal background investigation/clearance Pay: $75,000.00 - $135,000.00 per year Benefits: Dental insurance Health insurance Paid time off Vision insurance Education: Bachelor's (Required) Experience: Project management: 6 years (Required) managing personnel in a healthcare: 4 years (Required) managing high-volume, customer-facing operations : 3 years (Required) managing clinical staff schedules: 5 years (Required) workforce performance: 5 years (Required) federal contract management : 5 years (Required) Work Location: In person