Centralized Operations Virtual Care Manager

Essential Duties and Responsibilities

• Manages PP Direct and the telehealth departments which include daily telehealth operations and coordinating virtual patient service workflows.

• Collaborates with technology teams supporting PP Direct, telehealth systems and online appointment scheduling 

• Prepares operational reports and performance updates related to telehealth provision 

• Creates PP Direct schedules in coordination with the associate medical director and centralized operation director. 

• Defines and implements a process for health center closures to ensure patients are supported by virtual care when possible or re-scheduled efficiently. 

• The incumbent performs a number of responsibilities that enable accurate virtual care billing which includes monitoring Epic telehealth work queues and partnering with health center managers and providers to resolve issues 

• Performs telehealth audits and communicates findings to HCMs and providers for resolution. 

• Monitors and shares data from patient experience surveys with HCM’s and telehealth providers 

• Actively participates in the transfer of the refund process from CHN to PPGP to enable accurate and timely refunds for all telehealth departments 

• Administers the centralized telehealth scheduling process which includes telehealth scrubbing and supporting the onboarding of new health centers in currents states and new states. 

• As a Centralized Ops team member, enters ITOPs when required and completes GFEs when needed 

• Serves as back up to all duties completed by the Operations Coordinator. 

• Other duties may be assigned.  
  

Competencies

Adapting and Developing   

• Growth Mindset: People with a growth mindset believe that they can improve their skills and knowledge with effort, which they can apply to improving the organization’s patient care, financial performance, and KPIs.  They are more likely to see challenges as opportunities to learn and grow.    

• Feedback: Regularly gives and receives feedback to improve individual, team, and organizational performance in a manner that creates a culture of trust.   

• Resilience: Capacity to remain flexible in thoughts, feelings, and behaviors when faced with disruptions, or extended periods of pressure, to emerge from difficulty stronger, wiser, and more able.   

Effective Execution   

• Initiative: Takes proactive steps to improve personal, team, and organizational performance within the bounds of policies and procedures without waiting for direction.   

• Analyzes Problems and Identifies Solutions: Uses critical thinking to assess challenges, consider diverse perspectives, and develop practical solutions.   

Leadership   

• Coaches and Develops Talent: Shares experience, provides constructive feedback, and encourages reflection to maximize performance and realize potential. Coaches, trains, and guides team members to foster learning and personal growth.     

• Motivate Others: Conveys a sense of purpose and enthusiasm that engages others and creates an environment where people are inspired to do their best.   

• Diversity, Equity, and Inclusion: Demonstrates a commitment to equity and inclusion through observable behaviors, setting the example for others, and participating in affiliate initiatives. Engages in personal and professional development on issues related to diversity, equity and inclusion.   

Promotes Teamwork   

• Lifts People Up: Encourages and empowers colleagues, fostering a positive and collaborative environment.     

• Collaborates with Others: Works effectively with others to achieve shared goals through communication, valuing diverse perspectives, and contributing to collective success.   

• Fosters Communication: Promotes open, honest communication to ensure clarity, trust, and alignment toward shared goals.   

Sets the Example   

• Personal Accountability: Takes responsibility for actions, decisions, and performance to ensure reliability and support team success. Acknowledges mistakes and takes steps to resolve them. Follows through on commitments.  

• Demonstrates Integrity: Values and attends to rules, policies, and procedures and adheres to formal codes of conduct and informal, yet widely accepted, social standards.   

Requirements

• Bachelor’s degree in health care administration or related field or equivalent combination of education and experience 

• 1-3 years Planned Parenthood Great Plains experience. 

• 1-3 years Epic experience 

• Previous management experience 

• Must have the ability to develop and maintain good working relationships with physicians and other clinical staff and to act as a role model for the highest level of clinical practice.  

• Must be flexible and able to shift priorities as needed. Must have valid driver’s license and be able to travel to multiple office locations in a broad geographic area.  

• Commitment to providing services to a diverse range of clients and to the goals of Planned Parenthood Great Plains  

• Ability to read, analyze, and interpret general business documents, business agreements, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to work with mathematical concepts such as fractions, percentages, ratios, and proportions to practical situations. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret and implement a variety of instructions furnished in written, oral, diagram, or schedule form.  
  

• Preference will be given to candidates in the Kansas City metro area due to the role's support of providers and centers in the area.