About the role
As a Clinical Operations Manager at TeleMed2U, you are accountable for the daily performance, reliability, and continuous improvement of our telehealth service lines-translating clinical needs into scalable, compliant workflows; aligning clinicians, schedulers, IT, and patient support; optimizing capacity and appointment scheduling; monitoring KPIs (access, wait times, no-shows, quality, satisfaction) to identify trends and drive targeted improvements; standardizing and maintaining SOPs and documentation; training and coaching staff on platforms/EMR, processes, and best practices; partnering with IT for rapid incident response and root-cause remediation across platforms, devices, and connectivity; ensuring HIPAA-aligned privacy and security in all operations; and fostering a patient-first culture that delivers timely, high-quality virtual care and strong provider experience.
What you'll do
- Oversee the daily operations of the telehealth program, ensuring the smooth functioning of all telehealth services.
- Collaborate with cross-functional teams, including healthcare providers, IT staff, and customer service representatives, to develop and implement telehealth workflows and protocols.
- Manage the scheduling of telehealth appointments, ensuring optimal resource optimization and timely service delivery.
- Monitor telehealth performance metrics and identify areas for improvement, implementing strategies to enhance efficiency, quality, and patient satisfaction.
- Train and educate staff on telehealth technologies, processes, and best practices, ensuring consistent adherence to telehealth guidelines and standards.
- Coordinate with IT teams to troubleshoot technical issues related to telehealth platforms, devices, and connectivity.
- Stay updated on industry trends, regulatory requirements, and emerging technologies in telehealth, making recommendations for system enhancements and process improvements.
- Ensure compliance with privacy and security regulations (e.g., HIPPA) regarding the handling and storage of patient information in telehealth systems.
- Develop and maintain documentation, policies, and procedures related to telehealth operations.
- Foster a culture of patient-centered care by promoting a positive and supportive telehealth experience for patients and providers.
- Other duties as assigned
Qualifications
Required
- Work location - In Office
- Excellent organizational and project management skills, with the ability to prioritize and manage multiple tasks simultaneously.
- Strong leadership abilities, with the capacity to effectively motivate and guide cross-functional teams.
- Exceptional communication and interpersonal skills, with the ability to collaborate with stakeholders at all levels.
- Understanding of healthcare compliance regulations, including HIPPA and other privacy and security requirements.
- Analytical mindset and proficiency in data analysis to drive operational improvements.
- Ability to adapt to changing technological and regulatory environments and quickly learn new telehealth platforms and tools.
Preferred
- Proven experience in telehealth operations management, preferably in a healthcare setting.
- Strong knowledge of telehealth technologies, platforms, and best practices.
- Familiarity with electronic medical record (EMR) systems and scheduling software.
Physical Requirements
- Prolonged periods of desk work and computer use
- Ability to lift 15 lbs
Benefits
- Competitive Annual Salary
- Medical, dental, and vision insurance
- Employee Assistance Program (EAP)
- 401(k) retirement plan with employer matching
- Paid time off (PTO)
- Paid holidays
- Life Insurance
