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Operations Manager

TeleMed2U is a leading National multi-specialty telemedicine practice with a growing network of over 350 specialty providers across twenty medical specialties including behavioral health, endocrinology, and rheumatology focusing on longitudinal, chronic care management.  With over 100 client partnerships and an average of 600 patients encounters every day, the company has achieved a compound annual growth rate of 40% and is backed by leading investors including Composition Capital.  By partnering with primary care providers, health plans, health systems and patients, TeleMed2U meets the increasing demand for accessible and high-quality specialty care across the nation.  We are committed to decreasing specialty care wait times, enhancing care delivery and improving patient outcomes across the healthcare continuum in both in-patient and out-patient settings.    

Entity:                        TeleMed2U, Inc.

Location:                  Austin, TX

Reports To:             Director of Clinical Operations/Sr. Director of Enterprise Operations

Direct Reports:    Care Coordinators/Medical Assistants, if applicable

Classification:       Full-Time, Exempt

About the Role 
The Clinical Operations Manager will be responsible for ensuring the efficient and effective delivery of telehealth services, coordinating with various departments, and implementing strategies to enhance the overall patient experience. Leading a team of care coordinators, you will oversee the day-to-day activities related to patient care, from monitoring key performance indicators to implementing training programs. This role requires strong leadership skills, excellent communication abilities, and a deep understanding of telehealth technologies and workflows.

 

Key Responsibilities:

  • Lead and oversee a team of care coordinators/medical assistants if applicable to ensure efficient and effective delivery of operational duties. 

  • Foster a positive work environment that promotes teamwork, professionalism, and employee satisfaction. 

  • Conduct regular 1:1 sessions and annual performance evaluations with direct reports to provide constructive feedback to team members, ensuring a culture of continuous learning and development. 

  • Monitor and analyze key performance indicators (KPIs) related to patient care, ensuring adherence to established standards and protocols. 

  • Develop and implement comprehensive training materials and programs for staff, aimed at enhancing their skills and knowledge in delivering exceptional patient care. 

  • Drive continuous quality improvement initiatives by actively engaging in activities such as monitoring phone calls, analyzing feedback, and implementing necessary changes. 

  • Serve as a point of contact for handling patient escalation cases, providing timely resolution and support as needed. 

  • Oversee the scheduling and utilization of healthcare providers, optimizing their availability to meet patient needs while maintaining operational efficiency. 

  • Implement strategies to optimize patient engagement and retention, including outreach efforts and patient education initiatives. 

  • Collaborate with cross-functional teams to streamline processes and workflows, ensuring seamless coordination of care and efficient utilization of resources. 

 

Qualifications:

·         Understanding of the healthcare industry and healthcare delivery systems. 

·         Looks for improvements and embraces change in line with changing business dynamics.  

·         Displays a high level of emotional intelligence in managing difficult patient/team member interactions, remaining calm, empathetic, and professional in challenging situations. 

·         Excellent organizational and project management skills, with the ability to prioritize and manage multiple tasks simultaneously.

·         Strong leadership abilities, with the capacity to effectively motivate and guide cross-functional teams.

·         Exceptional communication and interpersonal skills, with the ability to collaborate with stakeholders at all levels.

·         Analytical mindset and proficiency in data analysis to drive operational improvements.

 

Education/ Experience Required

·         Bachelor’s degree in healthcare administration, business management, or a related field. Relevant experience may be accepted in place of a bachelor’s degree.

Equal Opportunity Employer Disclosure

TeleMed2U is proud to be an Equal Opportunity Employer. We are committed to providing a workplace that is inclusive, respectful, and free of discrimination or harassment. As an EEO employer, we do not discriminate against applicants or employees based on race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity, gender expression, sexual orientation, national origin, ancestry, age, disability (physical or mental), medical condition, genetic information, marital status, military or veteran status, or any other status protected by applicable federal, state, or local laws.

Our goal is to create a diverse, equitable, and welcoming environment where all employees are valued for their unique contributions. Employment decisions at TeleMed2U are made based on merit, business needs, and individual qualifications, ensuring fairness and integrity in all aspects of our hiring and employment practices.

Average salary estimate

$75000 / YEARLY (est.)
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$65000K
$85000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Operations Manager, TeleMed2U

Join TeleMed2U as an Operations Manager in vibrant Austin, where you’ll lead a team of care coordinators dedicated to transforming the way telehealth services are delivered. At TeleMed2U, we’re a pioneering national multi-specialty telemedicine practice whose mission is clear: enhance patient care through accessible and high-quality specialty services. With our rapidly growing network of over 350 specialty providers, your role will be crucial in ensuring seamless day-to-day operations and superior patient experiences. You’ll manage everything from developing comprehensive training programs to monitoring key performance indicators, helping to streamline care delivery. As part of our innovative team, you’ll foster a positive work environment that's all about teamwork and professional growth. With your strong leadership skills and exceptional communication abilities, you’ll encourage a culture of continuous improvement, actively driving initiatives that enhance patient engagement and retention. Moreover, your analytical mindset will be essential as you utilize data to optimize operational efficiency and implement strategies that respond to the dynamic needs of our clients and patients. With the support of TeleMed2U’s strategic team and a commitment to diversity and inclusion, you'll play a pivotal role in redefining specialty care delivery. Come help us improve patient outcomes while being part of a vibrant healthcare technology movement!

Frequently Asked Questions (FAQs) for Operations Manager Role at TeleMed2U
What responsibilities does the Operations Manager have at TeleMed2U?

As the Operations Manager at TeleMed2U, you will oversee the efficient delivery of telehealth services by leading a team of care coordinators. Your responsibilities will include monitoring key performance indicators, conducting performance evaluations, developing training materials, and driving continuous quality improvement initiatives while fostering a collaborative work environment.

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What qualifications are needed for the Operations Manager position at TeleMed2U?

To be considered for the Operations Manager role at TeleMed2U, candidates should ideally hold a bachelor’s degree in healthcare administration, business management, or a related field. Relevant experience may also be accepted in lieu of a degree. Strong leadership, project management, and analytical skills are essential for this position.

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How does the Operations Manager at TeleMed2U contribute to patient care?

The Operations Manager at TeleMed2U plays a vital role in contributing to patient care by ensuring seamless coordination between departments and optimizing the scheduling and utilization of healthcare providers. You will implement strategies to enhance patient engagement and handle patient escalations, ensuring high-quality care delivery.

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What skills are essential for success as an Operations Manager at TeleMed2U?

Success as an Operations Manager at TeleMed2U requires strong leadership abilities, excellent communication skills, and a thorough understanding of healthcare delivery systems. Additionally, being analytical and adaptable in managing challenges, along with possessing strong organizational skills is crucial for this role.

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What does the work environment look like for the Operations Manager at TeleMed2U?

At TeleMed2U, the work environment for the Operations Manager is collaborative and supportive. You will lead a team of care coordinators and engage with cross-functional teams, all while focusing on professional growth and maintaining a positive atmosphere that encourages teamwork and innovative thinking.

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Common Interview Questions for Operations Manager
How do you approach managing a team in a telehealth environment?

When managing a team in a telehealth environment, I emphasize clear communication, fostering collaboration, and providing continuous feedback. I believe in supporting my team with training and resources to enhance their skills and encourage a culture of innovation and teamwork.

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Can you describe a time when you improved a process in your previous roles?

In my previous role, I analyzed patient onboarding processes and identified bottlenecks that delayed service delivery. By implementing a streamlined scheduling system and enhancing communication among departments, we reduced onboarding time by 30%, significantly improving patient experience.

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What strategies would you implement to enhance patient engagement?

To enhance patient engagement, I would implement regular outreach programs that educate patients about telehealth services. Additionally, I would focus on personalized communication strategies, ensuring patients feel valued and connected with their care providers.

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How do you handle difficult interactions with patients or team members?

I approach difficult interactions with empathy and active listening. My goal is to understand the underlying concerns and resolve the issue calmly and professionally, ensuring that both the patient and team member feel heard and supported.

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What metrics do you prioritize when evaluating patient care delivery?

I prioritize metrics such as patient satisfaction scores, wait times, and service delivery efficiency. These KPIs provide insights into the patient experience and help identify areas for improvement in care delivery.

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How do you ensure compliance with healthcare standards in your operations?

To ensure compliance with healthcare standards, I regularly review operational protocols and conduct training sessions based on current regulations. I'd also engage with industry updates and involve my team in discussions about best practices to uphold our commitment to quality care.

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Describe your leadership style when managing teams in a fast-paced environment.

My leadership style is participative, where I value input from my team while providing clear direction. In a fast-paced environment, I focus on empowering my team, setting clear expectations, and maintaining open lines of communication to keep everyone aligned and motivated.

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How do you stay updated on trends in telehealth and healthcare operations?

I stay updated on trends in telehealth and healthcare operations by attending industry conferences, subscribing to relevant publications, and networking with other professionals. This proactive approach allows me to implement best practices and innovative solutions in my role.

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What role does data analysis play in your decision-making process?

Data analysis plays a crucial role in my decision-making process. By analyzing operational data, I am able to identify trends, evaluate performance, and make informed decisions that drive improvements and enhance the patient experience.

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What do you think is the most significant challenge in managing telehealth services?

One of the most significant challenges in managing telehealth services is ensuring effective communication and engagement between patients and providers. Addressing technological barriers and maintaining a high level of patient trust while implementing innovative solutions is essential for success.

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Telemed2U was founded in 2011 as a multi-specialty practice with an expansive network of board-certified specialist providers covering 23 medical specialties and sub-specialty fields. The company provides an expansive portfolio of telemedicine sol...

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Full-time, on-site
DATE POSTED
December 20, 2024

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