Telehealth Operations & Program Manager

Pediatric Associates - Plantation, FL

Full-time - Mid Level

Remote - Plantation, FL

Ambulatory Health Care Services

About the position

The Telehealth Operations and Program Manager plays a crucial role in supporting the Director of Patient Access by managing telehealth projects, analyzing data, and enhancing operational efficiencies. This position is essential for ensuring smooth telehealth operations, improving patient access, and facilitating the integration and expansion of telehealth services across the organization.

Responsibilities

• Support the management of the Telehealth Coordinator and Clinical Advice Line teams through ongoing projects and data-driven insights.
• Assist the director of operations by leading telehealth and patient access projects, performing gap analysis to identify areas for improvement, and determining the best approaches for project implementation and outcome assessment.
• Evaluate current workflows, review volume and departmental productivity to identify process improvement opportunities and determine approaches to maximize operational efficiency.
• Lead change implementation for operations, consult with outside vendors, and act as a resource and partner with enterprise leaders to support telehealth expansion and ensure satisfaction.
• Pull and review reports to suggest changes and improvements in telehealth services, analyze operational data to identify trends and inefficiencies, and develop and maintain dashboards to track key performance indicators (KPIs).
• Review, develop, and update operational policies and procedures, communicate and collaborate with other departments to ensure telehealth policies are congruent, and lead communication and dissemination efforts of updated policies and procedures.
• Collaborate with clinical and non-clinical teams to ensure seamless telehealth operations, maintain regular communication with telemedicine clinicians, Telehealth Coordinators, and Clinical Advice Line teams, and foster a collaborative environment to support telehealth services across the organization.
• Directly supervise telehealth coordinator and clinical advice line teams by being the first point of escalation and feedback.
• Provide training and development for Telehealth Coordinators and Clinical Advice Line teams on new processes, tools, and policies, ensuring staff are equipped with the necessary skills and knowledge to perform their roles effectively.
• Manage relationships with external vendors and stakeholders involved in telehealth operations, managing support tickets and ensuring the delivery of high-quality telehealth services and support.

Requirements

• Bachelor's degree in Business Administration, Healthcare Administration, Information Technology, or a related field required.
• At least 3-5 years of experience in project/program management, operations, or data analytics.
• Experience in healthcare or telehealth preferred.
• Strong project planning and organizational skills.
• Strong analytical skills and experience with data analysis and reporting.
• Excellent communication and collaboration skills.
• Understanding of healthcare regulations and compliance standards.
• Experience leading cross-functional teams and coordinating with various stakeholders.