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Manager, Virtual Health Product

Company: MemorialCare
Location: Fountain Valley
Posted on: May 11, 2022

Job Description:

Position Summary:

Virtual care is a System strategic priority focused on creating value through new patient growth, operational efficiency, population health, and consumer engagement. The Virtual Health Product Manager owns the patient experience for a set of capabilities as well as how the tools are used and perceived by our providers, staff, and leadership teams.

The Product Manager role is responsible for the successful development and deployment of virtual capabilities across the System and maintaining a positive 'brand' in the marketplace and internally. Virtual capabilities are intended to enhance access to services through technology, support patients seeking care, create efficiencies and cost savings for our providers and support staff, and attract new patients through consumer-centric services.

The Product Manager is responsible for supporting and evolving existing virtual health capabilities including video visits, evisits, eConsults, remote patient monitoring, digital care pathways, and more. The Product Manager will evaluate and improve current performance measures and drive further adoption by providers and patients while increasing efficiency. As future offerings evolve, the Product Manager will take a lead role in planning, coordinating, and implementing future capabilities. They will work closely with operations, department leads, IS counterparts, marketing, and providers to ensure alignment and efficient implementations. The Product Manager oversees and is supported by a team of Virtual Health Ambassadors charged with directly assisting patients with digital interactions.

Principal Duties and Responsibilities:

Own the Digital Experience 'brand' in alignment with the overall Virtual Health strategy and priorities. Support operational, provider, marketing, and patient convenience advancements among virtual health capabilities and take a leading role in developing or expanding new virtual visit capabilities.

Oversee team of Virtual Health Ambassadors, ensure high customer satisfaction, manage daily tasks and HR functions, and focus on their development in a way that fosters continuous improvement to their own skills as well as the department

Collaborate with department specific physician and administrative leaders to identify opportunities to improve access, processes, and functionality - quickly assess gaps and identify appropriate technology and/or workflows to address.

Build and collaborate with operations to deploy standard workflows for the use and application of virtual capabilities.

Accountable for growth and efficiency of programs and to deliver on revenue/ROI targets related to virtual capability initiatives

Collaborate closely with our IT teams to build technology-enabled solutions and coordinate equipment integration

Liaison with technology companies to improve offerings, resolve issues, or implement new capabilities

Troubleshoot any patient or provider complaints related to virtual capabilities and perform service recovery, when necessary.

Develop and implement quality assurance program for virtual capabilities. Own improvement initiatives and results.

Own the patient experience with virtual products including messaging, appointment communications, visit follow-up, and expectations - ensure consistent language, brand, and 'feel' across all digital patient interactions

Manage day to day budgeting of resources and assist with generation of ROI measures for virtual visit initiatives

Research/Investigate local competition, government (federal and state) regulations, and emerging trends/technology.

Partner with marketing to promote virtual capabilities as part of the broader virtual health marketing strategy

Involve and partner with Clinical Training Specialists, Training Teams, and department staff to ensure workflows are running effectively and standard work is clear and accurate

Engage the dedicated IT resources including project management and technical developers to support effective implementation of new tools and capabilities

Education/Experience

Bachelor's degree in Healthcare Management, Business Administration, IT or related field required; Master's degree preferred.

The Manager requires excellent communication, interpersonal, and organizational skills to work collaboratively with technical, administrative and physician leaders throughout the organization.

Ability to navigate complete change management projects. Prefer familiarity with medical group or hospital operations and care delivery in a heavily managed care market.

Prefer prior knowledge and experience implementing/managing new delivery models, particularly telehealth or virtual health.

Keywords: MemorialCare, Fountain Valley , Manager, Virtual Health Product, Executive , Fountain Valley, California

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