Program Manager - Telehealth - Dartmouth-Hitchcock Health

Serve as the program manager for a Telehealth Service Line with the Center for Telehealth (CTH). Sets objectives, assesses cost containment strategies, assures compliance with all regulatory agencies, and is responsible for site implementations. Facilitates staff participation in departmental operations and demonstrates leadership skills. Responsible for maintaining a positive customer relationship and ensures day to day operations and systems are meeting or exceeding contracted service level standards. The Manager will also assist with quality improvement processes, regulatory body requirements, and development of policies and procedures for Telehealth.

1. Manages the non-clinical day to day operations of relevantTelehealth services aligning to the objectives of the program to include developing and managing operating plans, implementation plans and workflow improvement activities.
2. Develops, submits, and implements workforce and organization plans for Telehealth services which assures growth and development of the service line that are aligned with strategic initiatives of D-H.
3. Assists with budget development, reviews monthly operational and financial reports interpreting trends and communicating to management opportunities and areas of concern with actionable steps to proceed.
4. Develops expertise in the operations of the TeleICU, TeleED and Central Monitoring Hubs
5. Partners with the various hub teams and leadership to manage the workflow process, determining best practices and implementing process improvement measures which deliver continuous cost containment providing for the sustainability of Telehealth services.
6. Demonstrates the ability to establish benchmark goals to guide the service line activities and effectively deal with variances. This includes developing data, analysis, setting thresholds, and developing action plans which resolve discrepancies.
7. Manage customer retention activities ensuring a consistent, quality service over-delivering on stated expectations.
8. Travel to prospective clients as necessary for sales support, assessment, implementation, training and utilization activities.
9. Develops positive relationships with customers conducting onsite visits and hosting user group meetings to ensuring customer retention. Solicits customer feedback and responds in the best interest of the customer, patients and D-H.
10. Demonstrates ability to effectively communicate to customers, staff, and coworkers. Partnering with Information Technology, Clinical, and CTH leaders ensuring consistent communication.
11. Provides oversight on the implementation of policies, procedures, and plans for CTH to ensure a positive working environment, to maximize job satisfaction and to ensure effective staff retention.
12. Utilizes teamwork to help achieve objectives and improve operation within the department and D-H. Uses good etiquette for teams as a facilitator or team participant.
13. Assist CTH Leadership in identifying efforts that support development of strategic design for product and program innovation based on market needs.
14. Responsible for alerting management on potential issues affecting new business relationships and offering recommendations for resolution.
15. Performs other duties as required or assigned.

• Bachelor’s degree with 5 years clinical experience within a clinic setting required.
• Master’s Degree in Health Care Administration or Nursing preferred (current NH Licensure required).
• Experience working with the hospitals and facilities in our region preferred.
• Exceptional planning, organizational, prioritizing, and multitasking skills required.
• Interpersonal and customer service skills essential, with the ability to communicate effectively with individuals and groups at various organizational levels and with various disciplines.
• Ability to create and deliver presentations, lead and organize meetings, and develop agendas required.
• Strong computer skills, including MS Office required.
• Enthusiasm for the entrepreneurial aspects of building a new outreach program within a clinical organization is critical.