PRIMARY PURPOSE

Directs, develops, coordinates, and evaluates Virtual Care initiatives across the Parkland Health enterprise. Virtual Care services will include telehealth, telemonitoring, telemedicine, remote patient monitoring, virtual nursing/sitting, virtual nurse call center, centralized digital patient outreach, and patient/staff support for digital tools related to digital services. Ensures coordination of efforts and assists with aligning strategic priorities in order to support patient-centered initiatives that promote quality of virtual care across healthcare setting and to avoid duplication of programs, staff, and services. The individual will oversee the day-to-day operations of the Virtual Care Department and assist with identifying, evaluating, implementing, and maintaining virtual care services that transform and/or enhance the model of care delivery to Parkland patients and/or communication modalities amongst clinicians. This includes assessing feasibility and potential ROI for proposed virtual care solutions, developing, and implementing project plans for new services and facilitating issue resolution for existing telehealth programs. The individual will report directly to the VP, Chief Health Information Officer.

MINIMUM SPECIFICATION

Education

• Must have a Master's degree in Business Administration, Nursing, Health Administration, or related healthcare field.

• Must have minimum of ten years of experience in a high volume, fast-paced business office or healthcare environment.

• Must have minimum of five years progressive leadership and management experience.

• Clinical/patient care experience preferred.

• Minimum of 4 years of experience with an understanding of virtual care (telehealth, telemonitoring, e-consultation, centralized patient outreach centers, etc.) preferred.
• Background in clinical/health informatics preferred.

• May have an equivalent combination of education and experience to substitute for both the education and the experience requirements.

• Certified Six Sigma Green Belt or higher, preferred.

• Must have or obtain a certification in Digital Health, Telehealth/Telemedicine, Virtual Care, or approved related certification within 6 months of employment.

• Must have excellent verbal and written communication skills in working with a diverse population of physicians, nurses, ancillary services, support staff, and patients.

• Must be comfortable presenting updates to senior and executive leadership as well as clinical staff working in direct patient care.
• Must be able to demonstrate effective organizational, time-management, and problem- solving skills.
• Must be able to demonstrate effective leadership skills and techniques

• Must demonstrate ability to independently research issues, solve complex problems, and make effective recommendations using critical thinking skills.

• Must be industrious and independently motivated to develop strategy, agendas, internal and external development plans and other initiatives to overall improve the footprint of Virtual Care at Parkland

• Must demonstrate excellent customer service skills and an ability to work with a diverse group of people.

• Must have a proven record demonstrating ability to function independently and as a team member and consistently deliver quality outcomes.

• Must demonstrate excellent organizational skills and attention to detail.

• Must demonstrate excellent communication, analytical and writing skills.

• Must have effective leadership/management skills and be capable of motivating, recruiting, and educating staff.

• Must demonstrate knowledge of Parkland policies, structure, procedures, and mission.

• Must demonstrate patient centered/patient-valued behaviors.

• Leads and manages the activities of the Virtual Care department to ensure the development, coordination, and evaluation of Virtual Care initiatives across the healthcare continuum and develops strategy and recommendations for improvement based upon data and evidence-based research.
• Serves as both a clinical and operational expert on Virtual Care programs. Provides guidance to employees involved in program areas. Role models service excellence in interactions with internal and external contacts.
• Manages the development of all communication, training, policies, and procedures for all virtual care activities including but not limited to virtual nursing/sitting, virtual nurse call center, enterprise telehealth solutions, remote patient monitoring, and digital outreach.
• Designs and orchestrates overall strategy and deployment for all digital and virtual health initiatives at Parkland Health, such as Parkland Connect virtual visits, Remote Patient Monitoring, tactical outreach programs, telehealth visits, virtual nursing and sitting, and community initiatives including community telehealth pods.
• Oversees the strategy and implementation of the Digital Health Center and its tactical outreach for patient care, eSupport for digital literacy improvement, and safety net surveillance activities.
• Develops and manages the virtual nursing and virtual sitting program at Parkland, including creating the model and workflows for virtual nursing/sitting across Parkland.
• Oversees the virtual nurse call center operations and develops strategy to improve efficiency of the nurse call center, expand call center operations to oversee additional clinic sites and integrate nursing roles into virtual care and digital health center programs.
• Designs and orchestrates the delivery of applicable communication to internal and external customers on the development and implementation of new telehealth modalities.
• Partner with stakeholders (clinicians, IT, clinical informatics, quality, compliance, legal, business planning, etc.) to identify telehealth priorities including new care models, create roadmaps, evaluate vendors, and manage implementation.
• Understands the needs of both clinicians and patients, and translates that understanding into financially responsible digital solutions which improve clinical outcomes and patient experience.
• Responsible for developing, implementing, monitoring, and evaluating the performance of virtual care services and technology including quality, service, access, and customer satisfaction. This includes directing the development of dashboards, success metrics, and measurements of ROI.
• Responsible for the effective fiscal management of the department. Prepares the annual budget, incorporating Parkland and Virtual Care department goals. Analyzes revenue and losses, revising budget, staffing, billing, facility access, or other practices to accommodate cost-effective findings. Ensures informed use of department resources through clear policies including equipment, supplies, personnel hiring/training practices, and service utilization. Administers the operating, capital, and payroll budgets to ensure that the department has the necessary funds to carry out the goals and objectives that have been established for the department. Complies with departmental budget requirements to control spending and develop the annual budget request.
• Maintains awareness and participates in Continuous Quality Improvement (CQI) to ensure a safe patient environment. Maintains appropriate quality control programs to ensure the department's continuous improvement. Assigns projects to improve departmental flow and reviews results and analyzes tracks and trends project information.
• Identifies and analyzes the design of jobs, work processes, workflows, etc. for the area and implements appropriate changes to improve effectiveness, productivity, and efficiency that support the overall goals of the department and Parkland.
• Stays abreast of the latest developments, advancements, and trends in the field by attending seminars/workshops, reading professional journals, actively participating in professional organizations, and/or maintaining certification or licensure. Integrates knowledge gained into current work practices.
• Develops partnerships and connections both locally but also nationally to better allow Parkland to stay up to date with how other organizations are addressing shared needs and create alliances with shared initiatives.
• Maintains knowledge of applicable rules, regulations, policies, laws, and guidelines that impact the area. Develops effective internal controls designed to promote adherence to applicable laws, accreditation agency requirements, and federal, state, and private health plans. Seeks advice and guidance as needed to ensure proper understanding.
• Develops and monitor annual budgets that ensure the department has the necessary funds to carry out the goals and objectives that have been established for the department.
• Develops, implements, monitors, and revises annual goals and objectives for the department that support the missions and objectives of Parkland.
• Develops and monitors KPIs and ROI for the variety of ongoing initiatives within the Virtual Care Team, highlighting them in presentations and publications within the organization and externally at the local and national level.
• Selects, trains, schedules, motivates, supervises, and evaluates employees making recommendations for disciplinary actions up to and including termination, to ensure maximum utilization of individual and group capabilities. Ensures that assigned employees receive opportunities to further their knowledge.
• Ensures equity is kept at the forefront of team development and building if all initiatives.
• Identifies opportunities to improve quality and safety of patients within the realm of Virtual Care.

• Identifies and analyzes the design of jobs, work processes, work flows, etc. for the area and implements appropriate changes to improve effectiveness, productivity, and efficiency that support the overall goals of the department and Parkland.
• Stays abreast of the latest developments, advancements, and trends in the field by attending seminars/workshops, reading professional journals, actively participating in professional organizations, and/or maintaining certification or licensure. Integrates knowledge gained into current work practices.
• Maintains knowledge of applicable rules, regulations, policies, laws and guidelines that impact the area. Develops effective internal controls designed to promote adherence with applicable laws, accreditation agency requirements, and federal, state, and private health plans. Seeks advice and guidance as needed to ensure proper understanding.
• Develops and monitors annual budgets that ensure the department has the necessary funds to carry out the goals and objectives that have been established for the department.
• Develops, implements, monitors, and revises annual goals and objectives for the department that support the missions and objectives of Parkland.
• Selects, trains, schedules, motivates, supervises, and evaluates employees making recommendations for disciplinary actions up to and including termination, to ensure maximum utilization of individual and group capabilities. Ensures that assigned employees receive opportunities to further their knowledge.