Manager Telehealth Operations

Job Locations US-IL-Chicago
Posted Date 2 months ago(6/22/2020 10:48 AM)
Requisition ID
Position Type
Regular Full-Time


Collaborates with Director/Senior Director within designated area of responsibility to manage telehealth operations and ensures the delivery of excellent patient care. Serves as a subject matter expert in the use of telehealth and telehealth technologies. Works with leadership team to create a work environment that engages staff in the attainment of department and organizational goals and vision. Develops and implements programs in these specific areas that meet the needs of families and physicians that seek care from Lurie Children’s. Actively supports continuous improvement in safety, quality, and customer service, through behavior modeling and by provision of work environment conducive to attaining these goals.


  • Program Development/Consultation: Identifies and analyzes business opportunities for the telehealth service line both internally and externally. Assists Director in the design of program workflows, metrics and goals. Assists with business plans for new telemedicine programs and sites. Acts as a resource for troubleshooting/problem solving.
  • Performance/Quality Measurement: Participates in the development of performance and quality metrics telehealth programs. Maintains database to track telehealth program metrics including: performance of systems, business plans, implementation plans and growth plan goals.
  • Project Management: Assists in the coordination, implementation, execution, control and completion of telehealth projects ensuring consistency with organizational strategy, commitments and goals. Facilitates the definition of program scope, goals, deliverables, and resource requirements.
  • Training and education: Coordinates the development of education and in-service programs both internally and externally. Actively leads/participates in the training of new sites during go-live process.
  • Collaboration: Works with physicians, practice managers, IM and other hospital personnel (internal and external) to accomplish revenue and market share growth both patient care and non-patient care areas. Others may also be included in a workgroup, such as marketing communications staff, managed care staff, business development staff, telecommunications and informatics staff and other appropriate physicians.
  • Operations: Works with Director to manage daily operations to ensure the highest quality care, provider and patient satisfaction, regulatory compliance and patient safety:
  • Develops, implements, and monitors the effectiveness of operational processes and procedures.
  • Leads process improvement initiatives to ensure high quality outcomes.
  • Ensures effective scheduling and staffing of staff.
  • Oversees payroll/time reporting process ensuring proper pay for staff, compliance with policies, and approval of overtime and incentive programs.
  • Serves as an operational resource and role model to staff.
  • Creates a work environment that attracts, retains and engages the highest quality staff. Addresses proactively, the issues affecting work environment. Assists in the recruitment and selection of high quality staff.
  • Develops staff through coaching and mentoring. Collaborates with staff development specialist and/or Education Liaison to coordinate/facilitate in-services, conferences, and other professional development opportunities for staff, and ensure orientation of new staff.
  • Ensures high standards of performance by proactively addressing performance issues, including coaching and disciplinary conversations and by feedback provided through the performance appraisal process
  • Performs job functions adhering to service principles with customer service focus of innovation, service excellence and teamwork to provide the highest quality care and service to our patients, families, physicians and others.
  • Assists Director on equipment purchases, implementation processes, operational systems and equipment maintenance.
  • Collaborates on grant support, IRB and ACT steering committee presentations.
  • Assists Director with 24/7 on-call coverage to both Lurie Children’s and other partners during initial implementation of new telemedicine projects.


  • Bachelor's degree is required. Master’s degree in Healthcare, Business Administration or related field is preferred.
  • Require 2-3 years management experience.
  • Prefer 2-3 years business experience in the areas of healthcare planning, marketing, product line management and/or business development.
  • Prefer 2-3 years’ experience in telemedicine service, understanding of telemedicine technology or healthcare IT systems.
  • Demonstrated leadership skills.
  • Strong analytical ability; ability to understand and interpret financial data; solid quantitative and qualitative skills.
  • Self motivated; strong customer service oriented; team attitude.
  • Exceptional verbal and written communication skills.
  • Assertive and entrepreneurial personality.


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