Program Coordinator Lead: Training Escalations Compliance

Cross Country Healthcare; Columbus (OH); On-site; USD 65,000 - 90,000; Full time

Job summary

Cross Country Healthcare is seeking a Program Coordinator Lead to mentor and support Program Coordinators, ensuring compliant homecare delivery for PACE programs. You will escalate complex issues, guide internal teams, and maintain strong client relationships to drive satisfaction.

Responsibilities include onboarding oversight, credentialing, policy updates, and cross-functional collaboration to uphold standards and service excellence.

Qualifications

• 3+ years of administrative, client support, or coordinator experience.
• Healthcare or staffing 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.
• 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 issues raised by caregivers, clients, or internal stakeholders.
• Monitor and support daily activities of Program Coordinators to ensure adherence to policies and service standards.
• Assist in developing and implementing process improvements, documentation standards, and best practices.
• Facilitate regular check-ins with coordinators to address challenges and promote collaboration.
• Oversee caregiver onboarding, orientation, credentialing, and system access.
• Serve as a primary contact for PACE program clients and address inquiries and escalations.
• Build and maintain relationships with clients to support satisfaction and retention.
• Conduct client check-ins and satisfaction reviews, ensuring requirements are met and documented.
• Provide frontline support for HCPs, ensuring they have tools and resources to succeed.
• Ensure up-to-date tracking of caregiver credentials, licensures, and certifications.
• Collaborate with Compliance to maintain regulatory adherence.
• Support audit readiness with complete documentation accessible.
• Manage updates to databases, systems, and client portals to reflect accurate information.
• Communicate policy changes and updates clearly to staff and stakeholders.
• Generate and distribute reports for internal and client use.
• Create and maintain SOPs, training materials, and process documentation.
• Provide coverage for coordinators during peak periods or absences.
• Represent Cross Country Healthcare professionally in all interactions.

Skills

Leadership

Mentorship

Training

Client support

Communication

Organizational skills

Microsoft Office

Bilingual

Education

High School Diploma

Some College

Tools

VMS portals

Job description

Cross Country Healthcare is seeking a Program Coordinator Lead to mentor and support Program Coordinators, ensuring compliant homecare delivery for PACE programs. You will escalate complex issues, guide internal teams, and maintain strong client relationships to drive satisfaction.

Responsibilities include onboarding oversight, credentialing, policy updates, and cross-functional collaboration to uphold standards and service excellence.