Program Manager, Telehealth Operations - CommUnityCare Health Centers

Overview

Under the direct supervision of the Director of Patient Access & Financial Eligibility, the Program Manager - Telehealth Operations leads the development and coordination of all operational projects. The incumbent develops and enforces operating protocols and standards, ensuring an effective, scalable telehealth network. The Program Manager is responsible for providing leadership, directing, evaluating, and providing feedback to professional level employees who participate in the operations of the Telehealth program. The incumbent may serve as manager for up to 2 direct reports. Hybrid Individuals in this position may work both at an approved off-site location and onsite at a primary location or multiple locations based on business needs.

Responsibilities

Essential Functions:

• Works closely with the Director of Patient Access & Financial Eligibility and the Associate Chief Medical Officer in the development, growth, and sustainability of the CommUnityCare Telehealth Program.
• Responsible for clinical stakeholder adoption and incorporation of workflows in standard work.
• In concert with administrators and physicians continuously refine and improve telehealth operational approaches that reflect and anticipate changes in technology and healthcare delivery systems.
• Provides planning, direction, leadership and advanced expertise in the operation of complex computer and Telehealth services. Formulates, develops and oversees the implementation of all new services.
• Responsible for staying current on regulatory requirements that effect access and product line development.
• Working closely with the Director of Patient Access & Financial Eligibility, and clinical experts throughout CommUnityCare, fosters and supports the creation of new Telehealth programs and product lines.
• Serves as CommUnityCare's primary point of contact for clinical projects, manages workforce planning needs to keep pace with a rapidly expanding program.
• Works closely with Marketing and Communications representatives to market and successfully sell program and services to partners throughout the Travis County area and beyond.
• Monitor and evaluate consumer and clinical team experience related to direct to Consumer care, including care coordination, chronic care management, wearable device management, and other applications of care asdeveloped.
• Lead the development of key metrics to track, report clinical outcomes and program performance.
• Excellent communicator, able to work in a complex matrix environment communicating with senior leaders from operations, finance, Joint Tech, HR, to front line staff.
• Develops a working knowledge of local and regional healthcare providers and organizations.
• Maintains professional affiliations and is expected to pursue independent study as well as formalized training to enhance professional growth and development to keep current on telehealth industry trends and legislation.
• Local and regional travel may be required infrequently.

Knowledge, Skills and Abilities:

• Knowledge of the principles and practices utilized in business or healthcare management and operations
• Knowledge and ability to effectively utilize negotiation techniques and practices in order to effectively advocate for the interests of CommUnityCare
• Previous experience with hospital/academic medical center and clinic care management environments, operations, language, and economics.
• Ability to exercise a high degree of independence, initiative, judgement, discretion and decisionmaking to achieve program objectives.
• Ability to work in a highly complex matrix environment ad ensure consistent quality delivery of services and maintain a high level of patient and provider satisfaction.
• Excellent organizational and time management abilities. Excellent oral and written communication skills.
• Effective organizational, planning, controlling, scheduling, and project management abilities in a complex healthcare environment.
• Effective managerial and administrative abilities as applied to the management of a Telehealth program
• Excellent interpersonal skills to develop collaborative alliances throughout CommUnityCare and outside healthcare organizations.
• Ability to effectively collaborate with alliances and promote teamwork.

Qualifications

Minimum Experience:

• 3 years Professional telehealth experience Required OR
• 5 years Progressively responsible experience in healthcare industry with the development and support of telemedicine programs

Minimum Education:

• Bachelor's Degree in Nursing, Healthcare Administration, Public Health, Business Administration, or related healthcare field