Inpatient Telehealth Program Manager - Yale New Haven Health

Overview:To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

Using a high degree of independence and professionalism, the Manager Telehealth is accountable for initial project management, program build, launch, and successful administration of day to day operations for the YNHHS Tele-OnDemand (virtual urgent care) service as well as several other key Telehealth projects and programs. Directs all aspects of project and program development, service delivery, business operations, consumer research and marketing, service launches and extensions, and program evaluation. Actively supports YNHHS and Delivery Network aims, acting in accordance with all applicable Federal, State, and YNHHS rules, regulations, policies and procedures, and performing all duties assigned by the Director of Telehealth.Responsible for fulfilling the strategic direction of the Tele-OnDemand and other key Telehealth services, providing oversight of programs to ensure quality and operational standards are met. Meets regularly with Telehealth Medical Director, program clinicians, YNHHS and Delivery Network stakeholders, YNHHS employees, and patient and family advisory councils to maintain positive relationships and personally address and resolve issues related to the management of patient care. Collaborates closely with Marketing, Strategy, and internal or external consulting partners to achieve business plan objectives. Works closely with IT Telehealth staff and all technology vendors to monitor workflows and provide optimal patient and clinician experiences. Informs YNHHS Telehealth leadership of ongoing user feedback and success to program metrics. Serves as the expert in, and face of, virtual urgent care and assigned services, researching and bringing forth possible technological and service enhancements, reimbursement opportunities, and legal or compliance questions. Responsible for the preparation and administration of revenue and operating budgets and administrative oversight of Tele-OnDemand and other Telehealth based FTEs, in coordination with Telehealth Director and Medical Director.

EEO/AA/Disability/VeteranResponsibilities:

• 1. Provide administrative oversight to the Tele-OnDemand Service
• 1.1 Oversees and facilitates all clinical, technical, and business activities related to Tele-OnDemand program, providing leadership for physicians and staff
• 2. Provide telehealth project management
• 2.1 Oversees the execution and implementation of detailed project plans in concert with stakeholders.
• 3. Human Resources
• 3.1 Responsible for ensuring the appropriate hiring, orientation, licensing, credentialing, training, scheduling, supervision, and evaluation of departmental staff directly or indirectly through other management staff.
• 4. User Satisfaction
• 4.1 Ensure user satisfaction by receiving and acting upon inquiries, suggestions, complaints and compliments from patients, physicians, staff and management.
• 5. Fiscal Management
• 5.1 Responsible for P&L management. Prepare capital, personnel and operating budgets, approve expenditures, and ensure appropriate departmental equipment purchase and maintenance.
• 6. Program Performance
• 6.1 Ensure routine updates to key stakeholders through written and verbal communiques. Provide periodic program and performance updates, and evidence of the accomplishment of strategic goals and objectives
• 7. Organizational Leadership
• 7.1 Promotes a positive image of the YNHHS Tele-OnDemand program and YNHHS Telehealth department, serving as the expert in, and face of, virtual urgent care services
• 8. Service Expansion
• 8.1 Researches and brings forth possible technological and service enhancements, reimbursement opportunities, and legal or compliance issues

Qualifications:

EDUCATION

Undergraduate degree required and MBA or MHA preferred (but will substitute experience for advance degree). Project Management Professional (PMP certification) preferred. Clinical experience preferred.

EXPERIENCE

Five (5) years' experience in healthcare operations, preferably in clinic, urgent care, emergency department, or equivalent healthcare setting. Experience with telehealth project or program development and initiation preferred. Significant business and financial experience gained in a complex academic medical center preferred.

LICENSURE

N/A

SPECIAL SKILLS

Must have excellent verbal and written communication, interpersonal, and organizational skills. Demonstrated skills with presentations across stakeholder groups. Ability to work independently with minimal supervision, develop and lead programs, and foster a positive work environment. Strong initiative and excellent leadership and training skills. A proven track record in project management and building collaborative relationships. Ability to understand the concept and work through implementation.

PHYSICAL DEMAND

Schedule is dependent on operational hours of Tele-OnDemand and other Telehealth programs (AM and PM). Office environment, with moderate stress related to operational and administrative responsibilities. Intermittent local travel (up to 30%) expected to meet with potential and current telehealth client sites; able to use a personal automobile to travel to locations across the northeast and beyond, as needed.