Job Information
Fairview Health Services Client Delivery Program Manager in Shoreview, Minnesota
Job Overview
The Program Manager, Client Delivery serves as the primary client-facing relationship manager across assigned accounts and provides delivery leadership across multiple concurrent statements of work. This role supports global client delivery across products and services, ensuring delivery commitments are executed in alignment with scope, timelines, service expectations, and client objectives. The Program Manager partners closely with internal subject matter experts, operational teams, Sales and Account Management, and executive leaders to coordinate work, maintain governance cadence, monitor account health, and proactively manage risks, issues, and escalations. This role is accountable for driving delivery visibility, stakeholder communication, and overall client experience in a fast-paced, evolving environment.
Responsibilities:
Daily Standard Work
Serve as the consistent client-facing relationship manager across assigned accounts, maintaining continuity regardless of which statement of work is active.
Manage a portfolio of multiple client accounts and multiple concurrent SOWs and workstreams within those accounts.
Own day-to-day delivery oversight to ensure contractual, operational, and service commitments are executed in alignment with agreed scope, timelines, and service expectations.
Maintain visibility into account health through active monitoring of delivery progress, stakeholder alignment, client sentiment, and emerging risks.
Partner closely with Sales and Account Management, executive SMEs, and operational leaders to support account continuity, delivery coordination, and effective issue resolution.
Operate effectively in a fast-paced, evolving startup environment by managing ambiguity, shifting priorities, and competing deadlines across a portfolio of accounts.
Consulting Solutions
Follow the Client Delivery model for consulting engagements and guide SMEs and project team members in adhering to expected delivery practices, governance, and communication standards.
Build, maintain, and manage consulting project tools that support successful execution, including workplans, milestone tracking, status reporting, risk and issue visibility, decision tracking, and deliverable readiness.
Coordinate consulting engagement activities across internal SMEs, executive sponsors, and client stakeholders to ensure work progresses in alignment with scope, timelines, and expected outcomes.
Facilitate consulting client meetings to support effective decision-making, alignment, and execution.
Track consulting deliverables through development, review, revision, and final client acceptance, ensuring clear ownership, timelines, and follow-up throughout the lifecycle of the engagement.
Support development of executive presentations, client-facing readouts, and other formal engagement materials in partnership with lead SMEs and executive leaders.
Communicate proactively regarding consulting engagement progress, dependencies, risks, and timeline impacts, and escalate concerns when deliverables or milestones are at risk.
Coordinate post-engagement closeout activities, including final tracking of deliverables, documentation of outcomes, capture of lessons learned, and transition support as applicable.
Managed Services
Oversee account health and managed service performance across assigned accounts in partnership with operational leaders, SMEs, and executive stakeholders.
Monitor SLA performance and other agreed client service commitments to ensure delivery remains aligned with contractual expectations and service standards.
Serve as a key client-facing contact for managed services communication, providing clear updates on service performance, trends, risks, and resolution progress.
Partner with operational teams and functional leaders to investigate service issues, identify root causes, and coordinate timely resolution of client concerns.
Track and escalate service risks, performance gaps, and emerging issues that may impact client satisfaction, contractual commitments, or overall account health.
Coordinate and drive follow-through on action plans when service performance is off track, ensuring accountability, visibility, and timely communication to stakeholders.
Support or co-lead quarterly business reviews in partnership with SMEs and leadership, including preparation of performance summaries, key updates, and client-facing materials.
Required Qualifications
B.S./B.A. Bachelor's Degree
3 years Progressive experience in healthcare consulting, pharmacy sector, or client services
1 year experience in Pharmacy, healthcare consulting, or the healthcare technology space with a focus on project or account management
Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Teams, SharePoint, and Outlook, along with exposure to project management tools
Exceptional written, verbal, facilitation, and executive communication skills
PMP Certification Project Management Professional within 180 Days
Preferred Qualifications
B.S./B.A. Bachelor's Degree in Business, Healthcare Administration, Project Management or related field
M.A./M.S. Advanced degree - Equivalent combination of education and experience may be considered
Experience in infusion services, specialty pharmacy, or healthcare operations
Familiarity with Epic, claims/utilization data, or healthcare analytics
Lean Six Sigma certification
Core business hours are Monday-Friday 8:30AM-4:30PM CST
Benefit Overview
Fairview offers a generous benefit package including but not limited to medical, dental, vision plans, life insurance, short-term and long-term disability insurance, PTO and Sick and Safe Time, tuition reimbursement, retirement, early access to earned wages, and more! Please follow this link foradditional information: https://www.fairview.org/careers/benefits/noncontract
Compensation Disclaimer
The posted pay range is for a 40-hour workweek (1.0 FTE). The actual rate of pay offered within this range may depend on several factors, such as FTE, skills, knowledge, relevant education, experience, and market conditions. Additionally, our organization values pay equity and considers the internal equity of our team when making any offer. Hiring at the maximum of the range is not typical. If your role is eligible for a sign-on bonus, the bonus program that is approved and in place at the time of offer, is what will be honored.
EEO Statement
EEO/Vet/Disabled: All qualified applicants will receive consideration without regard to any lawfully protected status