Program Manager – SME/TL
4 weeks ago
Program Manager SME/TL - Team - Client DeliveryAbout 100ms 100ms is building AI agents that automate complex patient access workflows in U.S. healthcare starting with benefits verification, prior authorization, and referral intake in specialty pharmacy. We help care teams reduce delays and administrative burden so that patients can start treatment faster. Our automation platform combines deep healthcare knowledge with LLM-based agents and robust ops infrastructure. Youll be joining a specialised team at 100ms focused on healthcare automation using AI. Role Overview Own end-to-end delivery for our AI benefits-verification program: hit SLAs, improve AI conversation quality, optimise the verification funnel, and lead a high-performing team. AI Agent & Funnel Improvement Review call transcripts and analytics to identify failure modes and edge cases. Partner with product/ML on prompts/guardrails, A/B tests, and feedback loops to lift conversation success/containment. Instrument funnel metrics (reach eligibility verified documented) and remove bottlenecks. Delivery & Client Management Act as day-to-day owner for client delivery; run weekly/quarterly reviews and governance. Define, track, and meet SLAs/KPIs (TAT, first-pass accuracy, AHT, QA scores, issue resolution). Maintain SOPs, playbooks, and escalation paths; ensure HIPAA-compliant operations. Team Leadership (focused) Roster management: hiring, shift planning for US overlap, leave/backfill management. Training: onboarding plans, portal/tool refreshers, policy updates, and ongoing coaching. Team rhythms: daily standups, weekly syncs, QA calibrations, and performance check-ins. Process, Quality & Compliance Establish QA/QC checks for complex benefits and payer-specific rules. Ensure accurate, audit-ready documentation and data integrity. Collaborate with engineering to improve tooling and dashboards. Reporting & Analytics Publish weekly dashboards on SLA adherence, QA, funnel conversion, and agent (human+AI) performance. Forecast volumes, staffing, and delivery risks with mitigation plans. What Youll Need (Must-Haves) Experience: Minimum 58 years of relevant experience in client delivery, preferably in roles such as Program Manager, Subject Matter Expert (SME), or Team Lead. Proven delivery leadership: SLA governance, stakeholder management, and escalation handling. People management experience: scheduling/rosters, training programs, and performance management. Analytical skills (Excel/Sheets; bonus for SQL/BI) and strong data hygiene. Excellent written and spoken English; crisp documentation and updates. Comfort with compliance-first environments (handling sensitive data/PII). Nice-to-Haves Background in US healthcare/RCM or benefits verification. Additional Information At 100ms, we place a strong emphasis on in-office presence to promote collaboration and strengthen company culture. Under the current policy, employees are expected to work from the office at least three days a weekTuesday, Wednesday, and Fridayas an essential part of their role. 10,00,000 - 15,00,000 a yearCompensation details: Yearly Salary PI7bacd08cfc3f-
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