Director, Telehealth Workforce Management
EverlyWell
Austin, TX, USA
Posted on Thursday, August 15, 2024
The Director, Telehealth Workforce Management oversees all telehealth clinician network and practice operations at the organization, including internal and external networks. This individual is responsible for ensuring that Everly has sufficient clinician capacity to support current and future programs and that contracted clinicians are supported with the tools and resources needed to remain in compliance and good standing. The department is responsible for forecasting, recruiting, credentialing, licensing, platform and compliance training, and maintaining our nationwide clinician network. Additionally, the team oversees all quality metrics and patient and provider feedback initiatives.
The Director, Telehealth Workforce Management will play an integral role in collaborating with the broader clinical team, product, operations, and all other teams across the organization to ensure a seamless experience for our customers/patients. Additionally, this person will be a leader in conjunction with the owner of our PC for all of our physicians, nurses, genetic counselors, and other clinicians to help achieve common network goals by ensuring the network is held to the highest standards of quality assurance and best in class patient care.
CLINICIAN WORKFORCE STRATEGY & MANAGEMENT:
- Maintenance and advancement of the PWN clinician network (physicians, nurse practitioners, genetic counselors, and registered nurses) to serve Everly’s present and future needs. This includes forecasting, recruitment, onboarding, credentialing, training, and performance monitoring.
- Collaborates with commercial teams to understand clinician workforce needs. Leads all forecasting and capacity planning efforts to ensure adequate network coverage and staffing while ensuring utilization, efficiency, and prudent spend.
- Develop and refine provider compensation strategy.
- Works in conjunction with the broader team on clinician recruitment, credentialing, licensing, training, and quality assurance of the provider network
- Ensures a seamless process for the onboarding of newly contracted providers and maintains provider satisfaction
- Owns responsibility for network development activities, including but not limited to licensure planning, identifying areas for expansion, and cross-functional strategic planning for future business needs
- When required, prepares financial projections and completes analyses as it relates to the functions of the provider network and broader organization impact
TELEHEALTH PRACTICE MANAGEMENT:
- As Everly Health Services serves as the administrative services organization for our independent, affiliated clinician networks, the role is responsible for ensuring our practice has the appropriate policies and procedures in place for proper functioning and governance, as well as supporting monitoring and QA.
- Collaborates with the legal team to ensure compliance with processes, such as contracting guidance, video/phone regulations, and contractor regulations
- Maintains familiarity and working knowledge of the payor space and complexity involved in contracting and credentialing with payers (e.g., Government, Commercial, & Private payers) & collaborates with Payor Operations to execute payor contracts
- Collaborates cross-functionally to monitor patient experience and follow-up efforts including but not limited to NPS survey, provider feedback, patient testimonials
- Serves as a key resource for network and telehealth related inquiries across the organization
MAINTAINING & IMPROVING THE TELEHEALTH PRODUCT:
- Working cross-functionally to maintain & enhance our telehealth product, including working with internal product teams to launch programs, address bugs and feature suggestions, implement and maintain our electronic medical record (EMR) system, and managing telehealth vendors.
- Works in conjunction stakeholders on new program implementations to ensure a successful launch
- Workforce planning to support care management & navigation
- Ensure EMR Is set up appropriately to support clinician efficiency
Who You Are:
- Bachelor’s Degree or equivalent work experience
- Ten years of healthcare industry required; 5 years of management experience strongly preferred
- Working knowledge of healthcare industry standards surrounding clinician credentialing, payor enrollment
- Basic modeling experience to plan clinician workforce needs
- Clinical recruitment and hiring experience required
- Ability to inspire strong execution and promote excellence across teams
- Ability to serve as a creative thought leader and think critically on big-picture levels
- Ability to manage multiple priorities and respond in a timely manner to inquiries
- Ability to execute under accelerated timeframes and quickly adapt to change in priorities
- Excellent interpersonal and communication skills
- Skill in developing, implementing, and administering work processes
- Ability to work under minimum supervision and demonstrate strong initiative
- Strong organizational, time, and project management skills
- Strong attention to detail
- Able to adapt to using new tools and apps, such as Jira, Slack, and Google Docs, Sheets, Slides and advanced proficiency in Microsoft Office or equivalent applications required