Director, Virtual Care

JOB SUMMARY
The Virtual Care Director at NMHS is a results?driven healthcare leader with deep experience in virtual care operations, strategic planning, and customer success. This role excels in developing, scaling, and optimizing virtual care programs through strong leadership, operational excellence, and sound financial oversight. The director is recognized for driving innovation, enhancing customer relationships, and advancing quality and performance outcomes. They are committed to fostering high?performing teams and ensuring an exceptional patient and provider experience while expanding access to care across the system.
JOB FUNCTIONS
Leadership and Operational Oversight

• Provide strategic direction and leadership for all operational, financial, programmatic, personnel, and growth functions of the Virtual Care Department.
• Ensure department goals are established, achieved, and continuously monitored in alignment with NMHS organizational objectives.
• Provide administrative recommendations and oversight for the Virtual Care Strategic Plan, including process improvements that enhance efficiency, effectiveness, affordability, patient experience, and quality.
• Direct day?to?day operations, human resource management, customer relationship building, financial management, and growth initiatives for the Virtual Care Department.
• Serve as the primary point of contact for NMHS executive leadership on all virtual care matters.
• Serve as a system leader by participating in strategic planning and ensuring effective and efficient operations across all departments involved in virtual care delivery.
  Strategic Planning and System Alignment
• Oversee and actively participate in the development of the Virtual Care Program strategic plan, ensuring alignment with the NMHS system strategy.
• Partner with hospital and clinic operations to support decision making related to market competition, service expansion, and the innovation of business models that use emerging technologies.
  Departmental Leadership
• Provide effective leadership of the Virtual Care Department by directing staff activities, leading telehealth governance and related meetings, and monitoring operational performance using visit volumes, financial outcomes, quality measures, and satisfaction metrics.
• Champion cultural change that fosters innovation, efficiency, and service excellence.
• Hold divisional leaders accountable for budgets and monitor operational and capital expenditures.
  Technical Expertise and Program Development
• Serve as a liaison between NMHS system operations, Information Technology Services, and hospitals or clinics to ensure service level agreements and performance expectations are met.
• Evaluate virtual care equipment for clinical appropriateness and provide guidance on applications, opportunities, and limitations of new technologies.
• Investigate emerging trends and advancements in virtual care to support ongoing program development and innovation.
  Medical Staff Partnership
• Cultivate strong relationships with the medical staff and represent the Virtual Care Department in system and medical staff meetings.
• Provide education regarding virtual care applications, capabilities, workflows, and service opportunities.
• Customer Success and Relationship Management
• Provide overall leadership, management, and oversight of customer success within Virtual Care Services.
• Ensure the customer’s best interests are met through seamless service delivery.
• Drive customer satisfaction, retention, and referral outcomes.
• Lead efforts to improve the customer experience by developing and maintaining market?level plans and incorporating them into NMHS strategy.
• Conduct regular customer meetings to build relationships, interpret utilization trends, and identify reasons for growth or decline.
• Respond promptly to customer needs or escalations from internal team members or external sources.
• Proactively seek, analyze, and integrate customer feedback for ongoing improvement.
• Collaborate with internal partners to deliver value through industry insights and innovative solutions.
• Contribute data and recommendations for organizational strategic planning related to customer service.
  Virtual Care Operations and Program Execution
• Establish and oversee the virtual care champions structure to support care delivery.
• Partner with the virtual care clinical coordinator to identify and support telehealth champions, ensuring they can promote services, report issues, and assist with troubleshooting needs.
• Successfully implement and onboard new customers, evaluate onboarding processes, and ensure appropriate support is provided.
• Develop and execute plans in response to utilization trends.
• Ensure timely delivery of projects within agreed scope and budget.
• Maintain timelines of deliverables associated with agreements and operational commitments.
• Review and analyze utilization reports to identify trends and recommend actions for improvement.
• Work with the virtual care clinical coordinator to optimize training, identify gaps, and implement training plans and curriculum.
• Prioritize efficient travel planning to support program needs.
• Communicate with vendors regarding product management, services, and contract considerations.
• Financial Planning and Sustainability
• Review departmental budgets and conduct financial assessments to evaluate program sustainability and effectiveness.
• Assess program financial margins and identify opportunities for cost?effective virtual care delivery.
• Explore potential funding sources, including grants and other external opportunities, to support program initiatives.
  Growth and Innovation
• Collaborate with clinical departments and system leadership to identify opportunities for service expansion and improvement.
• Lead activities related to visioning, design, development, planning, and relationship building for new virtual care service lines and strategic partnerships.
  Policy, Compliance, and Industry Awareness
• Participate in policy development at the local, state, and federal levels as it relates to virtual care.
• Remain informed about regulations related to virtual care, including reimbursement, licensing requirements, and evolving delivery models.
  Professional Representation and Credibility
• Build trust and maintain strong relationships with department staff, medical staff, and the broader clinical community.
• Represent NMHS Virtual Care in meetings with system leadership, medical staff, regulatory agencies, and professional organizations.
• Model C.A.R.E.S., AIDET, NMHS Behavioral Standards, and Professional Image Guidelines.
  
  
  
  
  
  QUALIFICATIONS
  
  
  Education
  
• Bachelor's Degree or equivalent. Preferably in Health Sciences, Healthcare Management, Healthcare Informatics, or related field.. Required
  
  Licenses and Certifications
  
• . . .
  
  Work Experience
  
• 4-6 years. Five or more years of virtual care and telehealth specific experience in Healthcare IT. Preferred And
• . Experience with a variety of EHR’s/ Epic experience.. Preferred And
• . Experience working with coordination and organization.. Required And
  
  Knowledge Skills and Abilities
  
• Management experience and strong understanding of group dynamics.
• Knowledge of the virtual care industry, including regulations, technologies, delivery models, and emerging trends.
• Maintains professional and technical knowledge through ongoing education, conferences, and professional publications.
• Proficiency with Microsoft applications. Experience with ServiceNow preferred.
• Highly motivated and possessing intellectual curiosity, vision, and enthusiasm.
• Self?starter who can navigate ambiguity and build new programs or services from inception.
• Ability to build trust, gain consensus, lead organizational change, and activate support among diverse stakeholder groups.
• Strong strategic thinking and problem?solving skills with a patient?centered, customer?focused mindset.
• Ability to lead and implement change management and process improvement initiatives using modern PI tools and project management methods.
• Ability to understand, interpret, and use data to improve operational, clinical, and financial performance.
• Strong financial acumen including budgeting, cost analysis, and monitoring of operational and capital spending.
• Ability to communicate effectively with internal and external partners, including vendors, providers, and stakeholders.
• Strong organizational skills with the ability to manage timelines, priorities, and multiple concurrent projects.
• Ability to analyze utilization data and identify trends, opportunities, and risks.
• Ability to performance manage, coach, mentor, and develop staff at all levels.
• Proven ability to understand customer needs and follow through on commitments to support satisfaction and retention.
• Ability to proactively seek and apply customer feedback to drive continuous improvement.
• Ability to build strong professional relationships and represent the Virtual Care Program in high?visibility settings.
• Ability to partner with operational, clinical, and administrative leaders to develop strategies and execute plans for growth.
• Ability to support and promote virtual care services through effective communication and collaboration with marketing teams.
• Ability to travel efficiently to support operational needs.
• Models C.A.R.E.S., AIDET, NMHS Behavioral Standards, and Professional Image Guidelines.
  
  Physical Demands
  
  A thorough completion of this section is needed for compliance with legal standards such as the Americans with Disabilities Act. The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Standing . Occasionally
• Walking . Occasionally
• Sitting . Frequently
• Lifting/Carrying . Occasionally 20 lbs
• Pushing/Pulling . Rarely
• Climbing . N/A
• Balancing . N/A
• Stooping/Kneeling/Bending . Rarely
• Reaching/Over Head Work . Occasionally
• Grasping . Frequently
• Speaking . Frequently
• Hearing . Constantly
• Repetitive Motions . Frequently
• Eye/Hand/Foot Coordinations . Occasionally
  
  Benefits A****vailable
• Continuing Education
• 403B Retirement Plan with Employer Match Contributions
• Pet, Identity Theft and Legal Services Insurance
• Wellness Programs and Incentives
• Referral Bonuses
• Employee Assistance Program
• Medical Benefits
• Dental Benefits
• Vision Benefits
• License + Certification Reimbursement
• Life, Long-Term and Short-Term Disability, Group Accident, Critical Illness and Hospital Indemnity Insurance
• Employee Discount Program
• Other:
• Early Access to Earned Wages
• Tuition Assistance
• Relocation Assistance
• Paid Time Away
• Special Employee Rates at NMMC Wellness Centers