Sr Manager, Telehealth Program

Summary 

This position serves as the lead for Enterprise Telehealth programs within an assigned care domain outpatient, post-acute, or inpatient,
functioning as the bridge between corporate shared services and domain operations. Reporting to the Sr. Director of Enterprise
Telehealth, the role ensures that centrally governed telehealth programs operating within the assigned domain are supported by the
shared service infrastructure, compliance, billing, technology, workflow, and analytics needed to perform reliably and at scale. At this
senior level, the role carries independent authority for framework design, accreditation readiness, and shared service standard-setting
within the assigned domain.
Within the assigned domain, the role carries shared service accountability for all virtual encounters, an active patient population aligned
to domain programs, a clinical and operational workforce supported through shared services, and operating budget oversight for assigned
cost centers. The position works in peer partnership with the Sr. Manager, Telehealth Growth and Program Design, who leads upstream
strategic business case development and new program design; the Sr. Manager, Telehealth Program receives approved concepts aligned
to the assigned domain and carries them through shared service delivery and sustained program performance. The role partners primarily
with domain operational leadership and collaborates across IT/CE and matrix support partners—including compliance, revenue cycle, and
marketing to surface and resolve operational barriers.

Education/Training
• Bachelor’s degree in healthcare or business-related field required.
• Master’s degree in health informatics (MSHI), healthcare administration (MHA), business administration (MBA), or a related field
strongly preferred.
• Proficient in the use of Epic Electronic Health Record, including relevant telehealth-adjacent modules (e.g., Care Companion,
MyChart Video Visits, Hyperspace workflows, Haiku/Canto), and Microsoft Office tools, including Visio.
Licensure/Certification
• PMP or CAPM certification preferred.
• Active clinical licensure (RN, BSN) or health informatics credential (CPHIMS) preferred, given the clinical nature of the program
portfolio.
• Additional credentials considered an asset include telehealth-specific certifications such as CPAHA-T or Certified Telehealth
Program Manager (CTHPM), and relevant Epic application certifications.
Experience
• Seven (7) years of hospital or healthcare experience with demonstrated progressive increase in job scope and responsibility.
• Three (3) years of experience in a formal supervisory or managerial role within a healthcare setting, with a progressive increase
in scope, complexity, and cross-functional accountability.
• Demonstrated experience in telehealth, virtual care, or digital health program operations preferred.

Essential Functions
• Serves as lead for Enterprise Telehealth programs within the assigned care domain, ensuring that centrally governed programs
operating in the domain are supported by the compliance, billing, technology, workflow and analytics infrastructure needed to deliver
reliably and at scale.
• Partners with domain operational leadership and clinical leaders to support the ongoing operation of telehealth programs within the
assigned domain, functioning as the bridge between corporate shared services and domain operations on workflow design,
escalation pathway refinement and resolution of day-to-day operational issues affecting program performance.
• Operationalizes approved program concepts from the Sr. Manager, Telehealth Growth and Program Design for the assigned care
domain, translating business cases into shared service infrastructure: workflows, staffing models, technology configuration,
compliance frameworks and performance monitoring.
• Partners with peer Sr. Manager, Telehealth Program colleagues across the three care domains through a standing coordination
forum, with shared accountability for consistency of shared service delivery, cross-domain escalation of program issues spanning
domain boundaries and alignment on Enterprise Telehealth standards and practices.
• Provides shared service financial stewardship for the telehealth portfolio within the assigned domain, including operating budget
development and oversight for assigned cost centers, variance monitoring, productivity tracking and cost-per-encounter analysis;
partners with Finance on breakeven analysis, margin performance and volume forecasting.
• Accountable for operational alignment with clinical quality and safety standards governing virtual care delivery within the assigned
domain.
• Collaborates with IT/CE partners on technology evaluation, digital access center support, and Epic and telehealth platform
configuration needs for telehealth programs within the assigned domain.
• Collaborates with matrix support partners such as compliance, revenue cycle, and marketing to surface regulatory, billing, and
communication requirements and embed them in program operations.
• Functions as the Enterprise Telehealth shared services subject matter expert and primary point of contact for the assigned care
domain, providing informed operational perspective and accountability across clinical operations, IT/CE, compliance, revenue cycle,
and marketing for domain-aligned telehealth programs.
• Leads project management for shared service initiatives supporting programs within the assigned domain; compiles reports with
financial, utilization and performance data to support leadership decision-making.
• Accountable for defining, monitoring and improving KPIs for programs within the assigned domain, spanning utilization, access,
patient and clinician experience, quality and safety, response-time SLAs, program adoption and cost per encounter; identifies and
resolves issues affecting program performance.
• Facilitates effective communication and collaboration across departments including IT/CE, Revenue Cycle, Clinical and System
Administration, hospital leadership, clinicians, clinician offices, and affiliates, ensuring programs are well-integrated across the
enterprise.

Develops and delivers training programs for clinical and operational teams supporting telehealth programs within the assigned
domain, including onsite training, virtual curricula, competency validation tools, equipment and workflow education and
accreditation-aligned educational materials that reinforce safety, compliance and operational excellence standards.
• Participates in process improvement initiatives; co-develops and maintains departmental policies and procedures to enhance quality,
compliance, and operational efficiency.
• Represents Enterprise Telehealth shared services in system committees, executive forums, vendor collaboratives and external
convenings; presents gap analyses, framework proposals, program performance reports and strategic recommendations to CNO,
CMO, CFO and service line leadership, ensuring adherence to Orlando Health policies and compliance with federal, state and local
standards.
• Stays current with federal and state regulatory and licensure frameworks affecting telehealth, including CMS telehealth Physician
Fee Schedule coverage, HIPAA, state telehealth parity laws, the Interstate Medical Licensure Compact and Nurse Licensure Compact
and DEA telehealth prescribing requirements; proactively incorporates compliance requirements into program operations.
• Maintains working knowledge of telehealth reimbursement structures ensuring billing compliance and documentation integrity are
embedded in program operations.
• Partners with Quality and Operations teams on accreditation readiness, gap assessment and evidence maintenance for telehealth
programs within the assigned domain, contributing telehealth-specific expertise across applicable frameworks (e.g., The Joint
Commission, URAC, CMS Conditions of Participation, Leapfrog, state licensure).
• Develops, leads and sustains implementation frameworks that translate strategy, clinical standards, accreditation requirements and
enterprise policies into structured program delivery models; serves as the enterprise expert in framework design for telehealth
adoption, scaling and sustainment within the assigned domain.
• Creates a climate of empowerment and trust with all working relationships.
• Leads, coaches and develops assigned team members; manages hiring, work assignments, performance coaching and counseling;
contributes to succession planning and talent development for shared service functions within the assigned domain.
• Manages issues with honesty, compassion, impartiality, and responsiveness.
• Maintains regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local
standards.
• Maintains compliance with all Orlando Health policies and procedures.

Other Related Functions
• Assists the Sr. Director of Enterprise Telehealth through a variety of assignments and initiatives