JOB SUMMARY
The Compliance Operations Program Manager partners with cross-functional teams to integrate compliance requirements into daily workflows, validate process integrity through documentation review and system testing, and ensure regulatory expectations are consistently embedded within performance metrics and service delivery standards.
This role provides oversight of the complaint intake, triage, and resolution process by ensuring timely investigations, thorough documentation, and appropriate corrective actions. The Program Manager also facilitates cross-departmental reviews of complaints and investigations to identify trends, mitigate risks, and strengthen organizational accountability and responsiveness.

JOB SPECIFICATIONS AND CORE COMPETENCIES
Investigations & Issue Resolution
Lead internal investigations related to compliance concerns, operational irregularities, and potential regulatory violations. Collect and analyze documentation, data, and stakeholder input; prepare clear, well-structured reports of findings; and collaborate with Legal, HR, and operational leaders to design, implement, and monitor corrective and preventive actions that address root causes and reduce future risk exposure.

GRC Platform Administration
Administer and enhance the Governance, Risk, and Compliance (GRC) system to support enterprise-wide tracking of regulatory requirements, audits, issue management, and policy lifecycle documentation. Configure the platform to align with organizational workflows, safeguard data integrity, enable real-time reporting, and promote cross-functional collaboration. Continuously assess system performance, implement enhancements, and provide training to ensure adoption and effective use across business units.

Policy Governance & Lifecycle Management
Oversee the end-to-end policy lifecycle, ensuring that new and revised policies are reviewed for regulatory alignment, approved through governance protocols, and implemented consistently across all impacted business areas. Maintain version control, track changes, and communicate updates with documented evidence of operational adoption, including integration into procedures, systems, and training materials.

Business Leader Engagement
Partner with operational leaders to translate policy updates into practical application within departmental workflows. Ensure requirements are accurately documented in systems and manuals, reinforced through communication and training, and monitored for compliance through performance metrics and review processes.

Stakeholder Collaboration
Collaborate with leaders across departments to ensure consistent interpretation, adoption, and execution of policy and compliance requirements. Facilitate cross-functional coordination to confirm updates are effectively implemented, communicated, and reinforced through education, monitoring, and ongoing compliance validation.

Compliance Integration into Operations
Work with functional teams across the organization to embed compliance standards into daily operations. Validate process integrity through documentation review and system testing, and ensure regulatory requirements are reflected in activities, metrics, and service delivery standards. Support continuous improvement by identifying gaps, guiding remediation efforts, and promoting a culture of accountability and compliance excellence.

Actively contributes to the achievement of departmental goals, as identified in the Departments annual business plan, including specific departmental process improvement plans, and other duties as assigned.


QUALIFICATIONS:
Education/Specialized Training/Licensure: Bachelor's degree in healthcare administration, Compliance, Business, or related field, or equivalent combination of education and relevant experience required.

Master's in healthcare administration, Public Health, Business, or related field preferred.

Certification in Healthcare Compliance (CHC) or equivalent compliance credential preferred.

Work Experience (Years and Area): 4-6 years of experience in healthcare compliance, including Medicare Advantage, D-SNP or duals programs. Knowledge of CMS Medicare regulations, HPMS, Medicaid Regulations. Demonstrated experience with compliance monitoring, regulatory implementation, policy review, investigation reporting and monitoring required.

4-7 years of progressive compliance experience with a Medicare health plan preferred.

Management Experience (Years and Area): 0-2 years of compliance management required.

2 or more years of compliance management preferred.

Software Proficiencies: Microsoft Office Suite (Word, Excel, PowerPoint, Teams)
Regulatory / compliance tracking systems. Data reporting and dashboard tools

Experience implementing a regulatory compliance tracking system (GRC tool) preferred.

Job Family/Job Title Competencies
Analytical Thinking
Attention to Detail
Planning and Organizing
Critical Thinking