Location: Stratford,CT, USA
Overview Using a high degree of independence and professionalism, the Telehealth Inpatient Program Manager is accountable for initialproject management, program build, launch, and successful administration of day to day operations for the YNHHS Inpatient Telehealth (virtual urgent care, inter and intra ? campus consults and other future programs or services) 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, YM, NEMG 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 Inpatient Telehealth. Responsible for fulfilling the strategic direction of the Inpatient Telehealth 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, YM, NEMG 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 Inpatient Telehealth and other Telehealth based FTEs, in coordination with Telehealth Director and Medical Director. EEO/AA/Disability/Veteran. Responsibilities 1. Provide administrative oversight to inpatient Telehealth Service. 1.1 Oversees and facilitates all clinical, technical, and business activities related to inpatient telehealth services programs, providing leadership for physicians and staff 1.2 Leads the development of workflows, the patient experience, training materials, marketing campaigns and collateral, and technological updates 1.3 Oversees implementation of departmental and System policies and procedures that ensure compliance and mitigate risk. Keeps abreast and is knowledgeable of applicable regulations and standards to aid staff in achieving compliance. 1.4 Works with administration and managed care department to develop professional relationships and contractual arrangements with all vendors and entities related to YNHHS Inpatient Telehealth Services. 1.5 Instructs and educates on all aspects of the program. Keeps physicians and care team informed of changing policies and procedures, providing updated materials and communications in timely manner. 2. Provide telehealth project management 2.2 Oversees the execution and implementation of detailed project plans in concert with stakeholders. 2.2 Works closely with business analysts, technical professionals, end users and project stakeholdersduring the requirements, solutions design and implementation phases to create detailed project plans including timelines, budgets, and resource allocation to ensure successful project completion. 2.3 Manages several routine projects simultaneously and ensures that the design, testing, training,documentation and prioritization objectives are met 2.4 Assists in refining and re-sequencing during the implementation and execution phases of assigned projects, as needed. 2.5 Works on communication planning and development of performance metrics and manages patient and staff expectations. 2.6 May supervise the implementation team of cross-functional project and technical resources. 2.7 Designs, develops, and executes communication systems to ensure effective exchange of information between project stakeholders, senior management, and staff. 2.8 Resolves complex project issues that involve representatives from multiple organizations. 2.9 May supervise and train staff or others involved with this work. 3. Human Resources 3.1 Assists with ensuring the appropriate hiring, orientation, licensing, credentialing, training, scheduling, supervision, and evaluation of departmental staff directly or indirectly through other management staff . 3.2 Collaborates in developing a highly skilled multidisciplinary team who are utilized effectively 3.3 Motivates team members and leads regular physician and care team meetings, acting as liaison, problem solver, and facilitator 3.4 Creates a positive working environment for all coworkers. Takes an active role in seeking solutions/answers to team member concerns and/or suggestions. 3.5 Assists with providing staff development and training on use of new procedures and practices 3.6 Assists with monitoring and controlling staff turnover. 4. User Satisfaction 4.1 Ensure user satisfaction by receiving and acting upon inquiries, suggestions, complaints and compliments from patients, physicians, staff and management. 4 2. Provide leadership in resolving complaints and negative outcomes. 4.3 Actively participate in or lead ongoing data analysis to track various process and outcome measures and develop recommendations and action plans. 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. 5.2 Analyze and monitor financial performance against approved budgets and revenue levels with assistance from YNHH/S Finance 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 6.2 Accountable for the development of project documentation for senior executives and other key clients to facilitate sharing of project outcomes and best practices, presenting to various senior level audiences as requested 7. Organizational Leadership 7.1 Promotes a positive image of the YNHHS Inpatient Telehealth program and YNHHS Telehealth department, serving as the expert in, and face of, virtual urgent care services, consults and other future telehealth programs. 7.2 Establish credibility across YNHHS and non-YNHHS groups through collaboration, visibility, relationship building and effective leadership 7.3 Serves as an interface and information disseminator among the various YNHHS Inpatient Telehealth and Telehealth constituents. 7.4 Monitor and enforce strategic initiatives identified through YNHHS and Delivery Network programs 7.5 Attend YNHHS and Delivery Network committee meetings and patient/family advisory groups as appropriate 7.6 Maintain active participation in professional organizations and attend relevant conferences 8. Service Expansion 8.1 Researches and brings forth possible technological and service enhancements, reimbursement opportunities, and legal or compliance issues. 8.2 Collaborates closely with Marketing, Strategy, and internal or external consulting partners to achieve business plan objectives. 8.3 Works with other telehealth programs to evaluate effective methods of clinical cooperation. 8.4 Assists in the coordination of telehealth services planning through active participation in clinical and outreach planning activities. Work closely with patients, families, communities and clinic staff. 8.5 Implements new areas of clinical utilization for telehealth activities, providing project management leadership for key strategic initiatives Qualifications EDUCATION Bachelors degree required and MBA or MHA preferred (but will substitute experience for advance degree). Project Management Professional (PMP certification) preferred. Inpatient clinical experience preferred. EXPERIENCE Five (5) years' experience in healthcare operations, preferably inpatient, 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. ACCOUNTABILITY Responsible for assisting with Inpatient Telehealth and related Telehealth strategy, implementing telehealth activities, and leading staff in delivering the highest quality of care and service possible to clinicians and patients In personal and job-related decisions and actions, consistently demonstrates the values of integrity (doing the right thing), patient-centered (putting patients and families first), respect (valuing all people and embracing all differences ), accountability (being responsible and taking action), and compassion (being empathetic). COMPLEXITY In personal and job-related decisions and actions, consistently demonstrates the values of integrity (doing the rightthing), patient-centered (putting patients and families first), respect (valuing all people and embracing all differences), accountability (being responsible and taking action), and compassion (being empathetic). Administrative responsibility for Tele-OnDemand and Telehealth project implementation and program management, as overseen by YNHHS Director of Telehealth. SPECIAL SKILLS Must have excellent verbal and written communication, interpersonal, and organizational skills. Demonstrated skillswith presentations across stakeholder groups. Ability to work independently with minimal supervision, develop andlead 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. SPECIAL WORKING CONDITIONS AND PHYSICAL DEMAND Schedule is dependent on operational hours of Inpatient Telehealth 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. YNHHS Requisition ID 135047