Remote Operations Manager Jobs in Harwich, MA (NOW HIRING)

Our Culture- Why work with us:

Joining Outer Cape Health Services isn't just about taking on a new role; it's about embracing a mission that goes beyond the day-to-day. Here, you become part of a dedicated team committed to safeguarding and nurturing invaluable community health resources. Our ethos is built on creating a vibrant and inclusive workplace where every team member is valued and recognized for their unique contributions.

Who We Are:

Our mission is to provide a full range of primary health care and supportive social services that promote the health and well-being of all who live in or visit the ten outermost towns of Cape Cod.

OCHS now cares for more than 20,000 patients annually, and no one is denied access to services due to an inability to pay. Founded in 1987 through the merger of Health Associates of Provincetown (established in 1972) and the AIM Medical Center in Wellfleet (established in 1966), Outer Cape Health has a long history of successful growth and expansion in pursuit of this mission. As a Patient-Centered Medical Home, OCHS holds itself to the highest standards. Ensuring patients have access to care when they need it and request it and validating that staff are working at the top of their licensures are the foundations of this model.

Our Core Competencies:

At Outer Cape Health Services, our core competencies are the foundation upon which our organization is built, guiding us in our mission to deliver exceptional health services to our communities. Our focus on fostering teamwork ensures that we operate as a cohesive unit, valuing each member's contribution and working synergistically towards common goals. Integrity and honesty stand at the heart of everything we do, creating a culture of trust and respect among our team and the communities we serve. Embracing technology, we continually seek innovative solutions to enhance our services and operations. Finally, being patient-centered, we prioritize the needs and well-being of those we serve, striving to exceed expectations and make a meaningful difference in their lives.

A Day in the Life of this Role:

Reporting directly to the Senior Medical Director of Clinical Services and indirectly to the Senior Medical Director of Population Health and Clinical Informatics for oversight of the clinical systems and clinical operations functions of the role, the Director of Telehealth is responsible for overseeing the implementation, optimization and management of OCHS' clinical services provided remotely via telehealth. This role ensures that telehealth is implemented and functions to enhance patient access, improve care quality, and reduce administrative burdens across all clinical service areas.

Summary of Duties:

Leadership & Management

• Directly manage the Remote clinicians as determined by the senior medical directors. Supervision includes hiring, orienting and training providers, identifying employee goals that are aligned with organizational goals, ensuring team members have the tools and information they need to perform their job duties, and evaluating performance and addressing any performance concerns.
• Work closely with the Executive and EHR Teams, along with the Epic Provider Builders and other clinical leaders to ensure staff receive appropriate onboarding and ongoing training and technical support for EHR needs.
• Working with the Senior Medical Director of Clinical Programs & Senior Medical Director of Population Health and Clinical Informatics, lead OCHS' coordinated approach in communication and decision-making related to remote workflows and functionality modifications. Ensure key stakeholder engagement.
• Inform opportunities to optimize and design the EHR functionality and relevant workflows to support easy data capture and reporting on key performance metrics related to remote clinical care encounters.

Telehealth Programming

• Serve as the primary architect and operational lead for OCHS' telehealth programs, aligning them with organizational mission, strategic goals, and regulatory requirements.
• Develop and implement policies, protocols, and workflows for telehealth encounters and remote patient monitoring.
• Help inform the need for dedicated staffing resources to support the Telehealth program; If staffing is needed, serve as the direct supervisor.
• Collaborate with IT, clinical, and operations teams to integrate other tech solutions including artificial intelligence into EHR systems, clinician workflows, and patient-facing platforms.
• Lead strategies for patient communication, marketing and training related to patient-facing Telehealth technology or workflows.
• Monitor and evaluate program effectiveness using data analytics, ensuring equitable access and high-quality care delivery

Telehealth Service Innovation

• Stay current with emerging trends in telehealth, artificial intelligence and digital health; recommend scalable solutions.
• Clinical Practice & Staff Engagement: A clinical practice (0.5 FTE) including weekly telehealth sessions should be maintained to inform program design and model technology use as a champion.
• Train and mentor clinicians and staff in the effective use of telehealth platforms, promoting a culture of continuous learning, early adoption of new tools, and innovation.
• Solicit feedback from frontline teams to iteratively improve systems.

Interdisciplinary and Inter-departmental Collaboration

• Partner with Finance and Revenue Cycle teams to ensure billing and coding compliance for telehealth services.
• Partner with the IT Team for procurement and to ensure alignment with IT compliance and best practices.
• Work with Clinical and Operations teams to ensure upfront communication regarding workflows, changes in standard operating procedures (SOPs) and patient-facing scripting.
• Work with Quality/Risk teams to address legal, privacy, and malpractice considerations.
• Work with Executive team and Development team to partner with external vendors, grantors, and stakeholders to secure funding and partnerships.

Strategic & Financial Stewardship

• Develop annual budgets and ROI analyses for telehealth investments.
• Align initiatives with OCHS' value-based care goals and all regulatory requirements such as HRSA, DPH, etc.
• Other related duties and projects as assigned.

What we need from you:

• Board-certified Physician, NP or PA with active licensure or willingness to become licensed in MA is required
• 3+ years in providing telehealth clinical services is strongly preferred
• 2+ years in direct patient care (FQHC or community health setting preferred).
• 1+ years as a direct manager or supervisor is a plus.
• Proven success implementing AI/digital health tools in clinical workflows.
• Bilingual (Spanish/Portuguese) is a plus.
• Excellent interpersonal skills, communication skills, organizational abilities, computer experience, and the ability to work within a collaborative team setting.
• Excellent written and verbal communication skills - bi-lingual helpful
• Proficiency in computer skills including EPIC, Outlook, Microsoft office, OneDrive etc.
• Excellent judgment and ability to solve problems in a timely manner.
• Ability to adhere to strict confidentiality standards.
• Demonstrated ability to work effectively both as a team member and independently.
• Demonstrated ability to work in a culturally diverse and inclusive environment.

AAP/EEOC Statement
Outer Cape Health Services is committed to providing equal employment opportunity in all our employment programs and decisions. Discrimination in employment on the basis of any protected class under federal, state, or local law is a violation of our policy and is against the law. Equal employment opportunity is provided to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, covered veterans' status, marital status, personal appearance, sexual orientation, family responsibilities, matriculation, political affiliation, or any other protected characteristic. This policy applies to all terms and conditions of employment, including, but not limited to, recruitment and hiring, placement, promotion, termination, reductions-in-force, recall, transfer, leave of absence, compensation, and training.

In accordance with Massachusetts law, we are committed to wage transparency. The salary range for this position is $120k - $250k. This range is provided to promote equity and transparency in our hiring process. Actual compensation may vary based on factors such as experience, qualifications, internal equity, and other job-related criteria.