POSITION PURPOSE:
This position is a leadership role that supports the team and oversees operational performance of the virtual services for the MySanitas platform. Serve as liaison and integration lead for staff in the telehealth team. This lead works with the established company protocols and by the direction and guidance of Telehealth Operations Manager. The lead supports and collaborates with operations and clinical leadership to ensure the virtual staff are performing at their highest potential. Performs audits and oversees channel volumes to ensure service level , KPI goals and quality is met. This role promotes growth by coaching and mentoring core group of staff. Will assist and support integration, implementation, and oversight of new projects and service lines within channels.
FUNCTIONS:
* Oversee and support all aspects of team strategy, planning and development for support of the channel.
* Leads the planning and implementation phases of new or enhanced products, programs, or pilots.
* Tracks population health outcomes regarding rising-risk and high-risk integrated behavioral health patients.
* Monitor team performance for targeted KPI and/or goals
* Utilize systems and processes tomonitor patient volumes, encounter metrics and staff performance
* Performs required duties while supporting the team with emergent patient care needs.
* Maintain close communications with team to ensure with any guidance or support.
* Establishes effective, two-way communication with interdepartmental staff and leaders as a liaison between operations and clinical teams within the virtual chanels. .
* Remain in close communications with leads, supervisors, managers and clinical leaders for any updates, opportunities and guidance.
* Collaborate with managers and charge nurses to identify opportunities and challenges to improve performance.
* Review metrics and reports to understand, develop, and implement improvements to the team.
* Monitor eCW buckets to ensure they are being answered timely.
