UPMC Telemedicine Department is hiring a full-time Senior Program Manager - Telemedicine Operations to join their team. In this position you will strategically manage the operations and future state of the telemedicine department for the Health Services Division of UPMC by supporting physician recruitment and onboarding, assisting with performance monitoring and quality assurance, and increasing telemedicine access and services among other responsibilities.This position will work Monday-Friday during daylight hours and is primarily work from home, however candidates will need to be able to travel to Pittsburgh monthly for meetings and to UPMC hospitals as needed.The Telemedicine Department is focused on innovation and reimagining the way care is delivered for patients and providers. This role provides high level executive exposure and potential for growth as the centralizing of telehealth expands.Responsibilities:
Provide a thoughtful, professional, and friendly customer experience to all stakeholders involved in telehealth operations
Appropriately identify and act on urgent issues
Display critical and complete thinking throughout daily work
Monitor and control implemented projects against identified metrics to evaluate post go live success
Create standardized processes and templates to increase efficiency and reporting accuracy within the department
Identify business opportunities for the telemedicine department and help prioritize projects based on sound business justifications
Research and stay apprised of industry and clinical service line telemedicine best practices and trends
Facilitate and lead discussions with UPMC clinical leaders to evaluate proposed use cases based on cost, access, quality, patient experience, and other factors that support the mission and strategy of UPMC
Proactively collaborate with clinical and administrative leaders throughout the UPMC Enterprise to enhance their knowledge and understanding of the way telemedicine can positively affect operations
Partner with department leaders to recruit and onboard telehealth physicians, ensuring credentialing, privileging, and compliance with state licensure and telemedicine regulations
Track physician performance, including engagement, productivity, and telehealth metrics, while ensuring high-quality care through patient satisfaction and provider feedback
Develop and implement strategies to drive telehealth adoption, expand provider participation, identify growth opportunities within UPMC's network, and promote services through collaboration with marketing
Establish and oversee a centralized pool of telehealth providers to support UPMC hospitals, addressing coverage gaps and enhancing availability for high-demand services
Develop and manage physician contracts, outlining service expectations and compensation models, while collaborating with legal and finance teams to ensure compliance with UPMC policies
Collaborate with hospital and outpatient service lines, IT, operations, and clinical leadership to assess telehealth needs, optimize workflows, and integrate telehealth into existing care models
Maintain data dashboards to track telehealth provider utilization and service demand, provide regular reports on telehealth performance to leadership, and ensure efficient scheduling and provider allocation to meet patient demand
Stay informed on telehealth policies, reimbursement regulations, and industry trends while ensuring compliance with state, federal, and HIPAA guidelines
Bachelor's degree required
Master's degree preferred
Four years of business experience, preferably with an academic health center
Ability to work independently and uphold the highest standards professionalism
Must possess analytical and problem-solving skills
Must have strong verbal and written communication skills and the ability to communicate with all levels of the organization Thorough knowledge and use of various PC applications as follows: PowerPoint, Excel applications, database applications, process flow diagramming applications, electronic mail, word processing and the overall ability to learn and use new systems
Clinical operations and practice management experience preferred
Licensure, Certifications, and Clearances:
Act 34
UPMC is an Equal Opportunity Employer/Disability/Veteran
