Program Manager, Virtual Care

Job Summary

The Program Manager, Virtual Care Implementation and Optimization works under the direction and supervision of the Director, Enterprise Virtual Care to lead the implementation and ongoing improvement of virtual care programs and partnerships. The role operates within a matrix environment, coordinating work across clinical, operational, digital, analytics, quality, finance, compliance, and partner teams.

Within assigned domains, the Program Manager provides functional supervision and day-to-day direction to project contributors, including assigning and coordinating work, monitoring progress, supporting issue resolution, and promoting accountability for agreed deliverables. The role develops and manages implementation plans, coordinates operational readiness, supports workflow design and adoption, and uses data and quality measures to evaluate performance and guide improvement.

The Program Manager serves as a primary operational relationship manager for assigned external partners, maintaining clear communication, coordinating issue resolution, and supporting alignment with agreed service expectations. The role provides regular updates, recommendations, and escalations to the Director, Enterprise Virtual Care.

Essential Functions (Key Roles & Responsibilities)

• Lead implementation of assigned virtual care programs and partnerships from approved concept through launch and stabilization, including scope, workplans, milestones, dependencies, risks, decisions, and readiness criteria.
• Conduct current-state assessments and facilitate the design of future-state workflows, roles, standard work, escalation paths, and operating procedures that support safe, efficient, reliable, and scalable service delivery.
• Identify process gaps, variation, delays, rework, and other operational barriers; perform structured root-cause analysis; and lead improvement efforts through testing, implementation, measurement, and sustained adoption.
• Serve as the primary day-to-day operational relationship manager for assigned external partners; coordinate recurring reviews, maintain clear communication, align on responsibilities and expectations, document decisions, and ensure timely follow-up on open items.
• Work within a matrix environment to coordinate and functionally supervise the work of project contributors within assigned programs or domains; establish priorities and responsibilities, assign and track deliverables, monitor progress and quality, provide guidance and feedback on assigned work, and escalate resource or performance concerns.
• Define implementation, operational, and quality measures; establish baselines and targets; develop routine reports and dashboards; validate data with responsible teams; and identify trends, risks, and opportunities for improvement.
• Prepare and present concise performance updates, quality findings, implementation status, risks, and recommendations for partner, program leadership, and governance discussions.
• Develop and execute communication, training, change-management, and adoption plans; gather stakeholder feedback and adjust workflows and support materials based on implementation and performance findings.
• Create and maintain reusable implementation tools, partner-management standards, process documentation, reporting definitions, templates, playbooks, and lessons learned to strengthen consistency across the virtual care portfolio.

Qualifications

Education: Bachelor's Degree Preferred. Experience in lieu of education accepted.

Knowledge, Skills, and Abilities

• Implementation and Project Management: Ability to translate goals into executable workplans, coordinate interdependent workstreams, manage risks and decisions, and support launch and stabilization.
• Process Improvement and Workflow Design: Ability to assess current-state operations, identify root causes and process gaps, design practical future-state workflows, and establish standard work.
• External Partner Relationship Management: Ability to establish trusted working relationships, manage expectations, facilitate productive reviews, address concerns, and coordinate issue resolution across organizational boundaries.
• Data Analysis, Quality, and Reporting: Ability to define meaningful measures, establish data definitions and baselines, interpret operational and quality data, identify trends, and communicate findings accurately.
• Matrix Leadership, Change Management, and Facilitation: Ability to direct work through influence and functional supervision, establish accountability across teams, lead cross-functional discussions, communicate change, and support training, adoption, and sustained improvement.
• Virtual Care and Digital Health Fluency: Working knowledge of virtual care delivery models, clinical operations, technology-enabled workflows, testing, regulatory and quality considerations, and post-launch optimization.