Healthcare Program Lead - Ops, Training & Escalation

Cross Country Healthcare, Inc.; Columbus (OH); On-site; USD 50,000 - 80,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Voluntary Insurance

401(k) plan

Tuition Assistance

Pet Insurance

Burnalong wellness options

Job summary

Cross Country Healthcare, Inc. is seeking a Program Coordinator Lead to mentor Program Coordinators and ensure compliant delivery of homecare services for PACE programs.

You will act as a liaison across departments, address escalated issues, and drive service excellence, client satisfaction, and regulatory adherence. This role involves onboarding oversight, reporting, and cross-functional collaboration.

Qualifications

• 3+ years of administrative, client support, or coordinator experience.
• Healthcare or staffing environment experience preferred.
• Proven ability to lead peers, resolve escalated issues, and support cross-functional teams.
• Strong organizational, time management, and multitasking skills.
• Excellent written and verbal communication skills.
• Proficiency in Microsoft Office Suite; experience with VMS/client portals preferred.
• Knowledge of healthcare regulations and compliance requirements.
• Ability to maintain professionalism and confidentiality in sensitive situations.
• Bilingual skills a plus.

Responsibilities

• Provide training, mentorship, and ongoing support to Program Coordinators to ensure high-quality service delivery.
• Serve as the first line of escalation for complex or sensitive issues raised by caregivers, clients, or internal stakeholders.
• Monitor and support the daily activities of Program Coordinators to ensure adherence to policies, timelines, and service standards.
• Assist in developing and implementing process improvements, documentation standards, and best practices across the team.
• Facilitate regular check-ins with coordinators to address challenges and promote collaboration.
• Oversee caregiver onboarding, orientation, credentialing, and system access, ensuring timely onboarding.
• Serve as a primary point of contact for PACE program clients and address inquiries or escalations.
• Build relationships with clients to support satisfaction and retention.
• Conduct client check-ins and satisfaction reviews and document requirements.
• Provide frontline support for HCPs to ensure resources are available.
• Track caregiver credentials, licensures, and certifications.
• Collaborate with Compliance to maintain regulatory standards.
• Support audit readiness with complete documentation.

Skills

Administrative experience

Client support

Coordinator experience

Leadership

Issue resolution

Cross-functional teamwork

Organization

Time management

Multitasking

Communication skills

MS Office

VMS portals

Healthcare compliance

Professionalism

Confidentiality

Bilingual

Education

High School diploma or equivalent

Tools

VMS portals

Microsoft Office Suite

Job description

Cross Country Healthcare, Inc. is seeking a Program Coordinator Lead to mentor Program Coordinators and ensure compliant delivery of homecare services for PACE programs.

You will act as a liaison across departments, address escalated issues, and drive service excellence, client satisfaction, and regulatory adherence. This role involves onboarding oversight, reporting, and cross-functional collaboration.