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