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Call Center Program Manager

Fredericksburg, VA (http://maps.google.com/maps?q=Fredericksburg+VA+USA+22402)

Description

KSA Integrationis a Service-Disabled Veteran-Owned Small Business (SDVOSB) that provides business and management solutions through three core capabilities: (1) data analytics, (2) comprehensive veterans support, and (3) business process improvement. We are a rapidly growing government contractor that has built a reputation on focused customer service, on-time performance, and continuous improvement. To demonstrate this, KSA was awarded the 2019 - 2023 Inc. Best Workplaces, a prestigious list of businesses recognized for value placed on company culture, standout worker benefits, and the prioritization of employee well-being. KSA also received a spot on both the 2020, 2021, 2022, and 2023 Best for Vets List by Military Times in addition to winning the 2021, 2022, and 2023 Department of Labor “Hire Vets” Platinum Medallion Award.

Position Overview:This position supports the Defense Health Agency (DHA) inTransition Support Services Program as a Program Manager. The inTransition program offers 24/7 support for Service members, Veterans, and their families navigating transitions in mental health and/or moderate to severe traumatic brain injury (TBI) care. The Program Manager oversees the program’s operational, clinical, and administrative performance, ensuring care continuity for transitioning patients across providers, geographic locations, and healthcare systems.

This Position is Contingent Upon Award

Benefits:

• Medical, Dental, Vision (82% of employee’s premium paid by company, 25% towards dependents)

• HSA / FSA Medical Plans

• PTO

• Flexible Work Environment and Encourage Work/Life Balance

• 401K with Company Match

• Observes all federal holidays

• Professional Development/Tuition Reimbursement Program

• Annual Career Development Process

Job Type:Full-time/Exempt

Anticipated Start Date: 09/01/2025

Position Responsibilities:

+ Lead and manage the 24/7/365 inTransition Support Services program, ensuring seamless access via toll-free number and electronic engagement platforms.

+ Supervise the delivery of individual coaching and support to Service members and Veterans transitioning between mental health/TBI care providers or systems.

+ Oversee program operations, ensuring compliance with DHA requirements and high-quality service delivery.

+ Establish and refine policies, procedures, and workflows to optimize user experience and clinical effectiveness.

+ Monitor and evaluate program performance metrics; implement continuous improvements based on data analysis and stakeholder feedback.

+ Serve as the senior point of contact for government stakeholders, coordinating communication and issue resolution.

+ Support clinical and logistical staff in maintaining care continuity and user engagement across all touchpoints.

+ Ensure compliance with all confidentiality, privacy, and ethical standards.

Requirements

Position Requirements:

+ Master’s degree in management, healthcare administration, psychology, social work, or related field (or 6 additional years of relevant experience in lieu of a master's degree).

+ Minimum of 10 years of experience managing government contracts or large healthcare programs.

+ Demonstrated understanding of mental health, TBI care, and healthcare system transitions.

+ Strong leadership, communication, and team management skills.

+ Experience coordinating multi-site programs and supporting real-time crisis or support services.

+ Familiarity with federal healthcare systems and budget processes.

+ Must maintain the highest ethical standards and adhere to all applicable privacy and confidentiality laws.

Preferred Skills/Experience:

+ Prior experience supporting DHA, DoD, or VA healthcare programs.

+ Familiarity with behavioral health coaching models or case management practices.

+ Previous Experience working with the Veteran Health Administration.

KSA Integration is an equal opportunity employer.