Clinical Programs Lead (Telehealth)

Summary:

Optometrist with primary responsibility to support the Telehealth Program and guide on best practices to ensure the highest level of patient care and provider / patient experience, drive telehealth efficiencies, pre-test training and development, equipment and technology integrations, clinical vendor relations and coordination and management of appointment slots and scheduling in accordance with goals. This leader will leverage talent and technology to support overall growth objectives and business metrics. They will work cross-functionally with our parent company and internal business partners and will communicate trends and observations upwards using their operational efficiency knowledge and expertise.

Pay Class and Pay:

Pay Class: Full Time

Pay: $129,332.40 - $172,442.84

Essential Responsibilities:

1. Oversee, lead and guide the field (i.e., CDs, LODs, ODs, LCAs, CSs, THSs, TDs, GMs, etc.) in developing best practices in telehealth that allow them to provide the highest quality of patient care possible in coordination with our onsite program and open and closed network telehealth programs.
2. Manage vendor relationships, maintain regular communications with lead individuals at vendor partners. Establish awareness of service level agreements and ensure expectations are being met.
3. Daily review and analysis of key metrics, reporting, and dashboards. Maintain spreadsheet of feedback from the field and our vendors and communicate and monitor gaps and resolution plans. Provide support in resolving issues in partnership with the CDs, and HRBP including Performance Improvement Plans (PIPs) and Associate Performance Notices (APNs).
4. Provide input regarding updates to the Clinical Manual and training materials and participates in special projects to assist the Clinical Directors, as assigned. Prepare PowerPoints and presentation materials as needed.
5. Drive key success indicators and strategize to continually improve the program.
6. Travel to locations and provide coaching and training to field associates to maintain efficiencies and promote best practices.

Experience/Education:

• Doctor of Optometry degree, O.D. including TPA certificate of licensure.
• Minimum 2 years of clinical practice experience with current knowledge of Optometric technology and practices.
• Strong communication skills, verbal/written
• Excellent time management and interpersonal skills
• Supervisory experience or skills in coaching, mentoring, and training preferred

Additional Requirements:

• Valid, state Optometric license
• Valid TPA (Therapeutic Pharmaceutical Agent) level license in the state of practice
• Successful completion of background check/credentialing process
• Use of equipment for interpreting and diagnosis including, but not limited to computer, laptop, tablet, cell phone, external monitor, webcam, and headset.
• Business aptitude, self-discipline, and the ability to deliver outstanding patient service
• Collaborate with Clinical Director, General Managers, Territory Director, onsite Lead/Clinical Assistants, OD Scheduler, and Clinical Relations team.
• Provide a professional workspace without distractions that will permit uninterrupted time with patients and colleagues
• Provide internet service with sufficient speed to meet upload and download requirements.

Mental/Physical Requirements:

• Work flexible schedule to meet business demands including evenings, weekends, and holidays.
• Inside working conditions
• Use of electronics devices including, but not limited to computers, laptops, tablets, and cell phones.
• Strong organizational skills
• Attention to detail
• Manual dexterity
• Speak clearly
• Calculations/Manipulating numbers
• Problem solving/reasoning
• Patient/Customer service aptitude
• Work within needed time frames with interruptions and deadlines
• Ability to think logically in following procedures and instruction
• Ability to communicate clearly and effectively with patients and clinical staff using video/audio equipment in a remote setting.

Training Requirements (where applicable)

• Training/Ability to diagnose/treat/manage eye disease and refer patients to other health care practitioners as necessary
• Maintain state Optometric license, accreditation and TPA level licensure
• Meet State Continuing Education requirements
• Company Compliance Training
• Privacy Training
• Medicare Fraud & Abuse Training
• Successful completion of remote exam training through Digital Optometrics and Top Con.
• All required system platforms including, but not limited to: Dayforce, Power BI, OTX/Eyefinity, Zipline, Zoom or MS Teams, Outlook, PowerPoint

Essential Responsibilities related to Physical Demands/Work Environment:

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the associate is required to stand, use hands and fingers to handle, feel, pick or pinch, and talk or hear most of the time. The associate is occasionally required to stand, walk, and reach with hands and arms. The associate must frequently lift and/or move up to 20 pounds. The noise level in this location is moderate (use of computers, printers and machines).