Internship and CMA Program Manager

Position Overview

Essential Responsibilities:

• · Serves as the primary programmatic resource and operational coordinator for the CMA Program, overseeing progression from onboarding through successful completion and transition to the Care Manager role.
• · Ensures consistent implementation of program requirements, timelines, milestones, performance expectations, and competency standards across cohorts and regions.
• · Monitors CMA participation, engagement, knowledge acquisition, skill development, and progression; reviews assessment and performance data to identify learning needs, determine readiness for advancement, and address areas requiring additional training, coaching, or support.
• · Coordinates the identification and escalation of performance concerns and ensures CMAs receive timely, meaningful feedback and appropriate interventions.
• · Maintains accurate documentation of CMA performance, competency, progression, and program decisions.
• · Participates in 60- and 90-day evaluation processes and establishes feedback mechanisms with receiving Care Management teams to monitor post-transition performance and program effectiveness.
• · Reviews CMA feedback from 2-week, 30-, 60-, and 90-day surveys in conjunction with objective performance data to identify trends, opportunities, and areas for improvement.
• · Partners with Human Resources, Training, and Care Management leadership to address issues affecting CMA engagement, development, performance, or retention.
• · Develops dashboards and reports to monitor program performance and presents outcomes, trends, risks, and recommendations to leadership.
• · Leads the ongoing evaluation and continuous improvement of the CMA Program using PDSA and other structured quality improvement methodologies; incorporates lessons learned into future cohorts.
• · Develop and manage the internship program by identifying appropriate opportunities, requirements, potential intern sources, and recruitment/onboarding processes in accordance with applicable rules and regulations.
• · Develop SOPs and utilize PDSA processes to address program issues, improve effectiveness, and ensure consistent program management.
• · Coordinate with relevant departments and leadership to support program success and provide appropriate reports, updates, and recommendations.
• · Coordinates intern selection, placement, onboarding, and ongoing support in partnership with internal departments to ensure appropriate alignment with organizational needs and intern development goals.
• · Monitors intern engagement, performance, and program outcomes and uses feedback and data to evaluate and continuously improve the internship program through PDSA.
• · Provides leadership with updates, outcomes, and recommendations related to the internship program.
• · Perform other duties as assigned.

Specific Knowledge, Skills, and Abilities:

• · Strong attention-to-detail.
• · Ability to manage a high-volume workload.
• · Strong critical thinking, problem-solving, analytical, and decision-making skills.
• · Excellent oral and written communication skills.
• · Self-directed and able to work effectively both independently and collaboratively across departments.
• · Knowledge of PDSA methodology, root cause analysis, and continuous improvement principles.
• · Proficiency with Windows, Word, PowerPoint, Excel, SharePoint, CareHub, Core, and Absorb.

Requirements

• · Strong attention-to-detail.
• · Ability to manage a high-volume workload.
• · Strong critical thinking, problem-solving, analytical, and decision-making skills.
• · Excellent oral and written communication skills.
• · Self-directed and able to work effectively both independently and collaboratively across departments.
• · Knowledge of PDSA methodology, root cause analysis, and continuous improvement principles.
• · Proficiency with Windows, Word, PowerPoint, Excel, SharePoint, CareHub, Core, and Absorb.