Virtual Care Center Director

Anticipated Closing Date: 04/11/2025 

Compensation Starting at:

Position Salary Range: $109,315.67 - $138,477.81 Per Year

Starting Pay: Although our full pay range is included above, the budgeted hiring range for this position is $109,315.67 to $123,896.74

Remote vs On-Site: 90% Remote, 10% on-site

Objective: Your work will focus on developing and leading a virtual care system in providing optimal patient access to excellent equitable health care across the Planned Parenthood of the Rocky Mountain (PPRM) region.

Snapshot: You will provide senior level leadership over a robust virtual care center (VCC), partnering with the VCC managers in your line in overseeing the programmatic areas of PPRMs virtual care offerings: a high volume call center, a centralized follow-up program that manages the clinical follow-up care for all PPRM patients, a growing telehealth program providing direct care to patients across 3 states with synchronous and asynchronous care and a patient navigation program that is connecting patients in overcoming barriers to care with practical support and access to financial assistance. You will provide VCC managers direction in their daily and weekly operations by connecting goals back to the strategy and vision of virtual care, ensuring positive employer-employee-patient relationships and promoting high employee morale. You will be in charge of the business lines of the Virtual Care system – evaluating their operations, opportunities for efficiency or quality improvement, and the business and mission impact and opportunities within each line. You will collaborate with senior leadership and other agency leaders in identifying and moving forward key projects and initiatives that support our care model, patient access, and sustainable business operations.

Qualifications: You have a BA/BS in business, human services, or health-related field or equivalent experience, including a minimum of 7 years of supervision and management experience with a high level of autonomy and decision-making authority. You are an experienced data and people driven supervisor and mentor. You are a self-starter with excellent communication skills, that considers providing excellent customer service as at the core of your day-to-day tasks. You are committed to cultivating a positive and inclusive culture. You can work independently while leading a team, and are able to identify, address, and implement process improvements. You think critically through ideas and problems, are detailed oriented, and have efficient time management skills. You have experience providing empathetic, patient centered care, and in multitasking, meeting deadlines, and prioritizing work independently with little supervision. If you have previous experience working in reproductive health, abortion care, gender-affirming care or family planning that would be a plus.   

• Significant background with telehealth and/or call center operations, with a strong preference for both
• Multiple years of demonstrated experience in related field with increasing levels of responsibility 
• Superior leadership, team, and project management skills 
• Ability to develop and execute innovative solutions that deliver results  
• Demonstrated ability in analyzing operational practices for effectiveness, efficiency, and practicality 
• Proven history in seeing high-level, complex projects to successful completion
• Confidence in setting high standards and ability to hold self and others accountable to those standards 
• Experience cultivating new relationships and developing collaborative partnerships with outside entities 
• A strong leader with demonstrated abilities to assess needs, plan strategically and evaluate implementation of programs 
• Independently manage time and deadlines in an environment of constant growth, change and ambiguity. 
• Able to interact creatively with staff from other departments, participate in grant development, writing, implementation and evaluation. 
• Ability to organize and manage multiple tasks simultaneously 
• Ability to set and achieve goals 
• Ability to drive the performance of others  
• Ability to work flexible hours with occasional weekends and evenings 
• Ability to travel locally and nationally as necessary 
• Working knowledge of technology necessary to perform job function 
• Able to negotiate job specific responsibilities 
• Must be able to function effectively in an ever-changing environment  

Key Approach to the Work:

Relationship Builder

Effective Executor 

Strategic

Equity and Inclusion Champion

Primary Areas of Responsibility/Essential Functions:

Lead Virtual Care Center (VCC): You move from vision to action, ensuring quality and guiding expansion of virtual care center. You set vision and direction, monitor outcomes, and provide the guidance to move a growing team forward. In this role, you will guide the development, implementation, integration, and expansion of virtual care functions (Call Center, Centralized Follow-Up (CFU), Telehealth Services, and patient navigation). You will oversee the VCC programs with a focus on providing high-quality and efficient care to our patients.

You will work with the Vice President of Patient Services, to establish key benchmarks for programs (financial, quality assurance, productivity, patient experience, staff engagement, etc.). You will monitor performance using key metrics, including call center data, patient visits volumes, follow up care outcomes, and patient navigation touchpoints. You will drive performance improvement along metrics, designing and implementing action plans as needed, including holding teams accountable to outcomes. In partnership with the Director of Advanced Practice and the APC Manager for the Virtual Care Center, you will ensure that all medical policies and regulations are adhered to in our virtual patient care. You will implement systems and practices to provide oversight and monitoring of all regulatory indicators, ensuring our care and operations maintain strict compliance with law, regulations, and internal policies.

You will evaluate and enhance the business model of the VCC, seeking opportunities for revenue enhancement and cost containment. You will build revenue streams to support the VCC, including supporting fundraising, grant writing and reporting, and the quantification of added value opportunities in HC operations due to VCC. You will integrate and lead strong data-informed decision-making within the Virtual Care Center teams.

Manage a high-performing team You’re an experienced and adept manager who builds strong, trusting relationships with both direct reports and your entire management line. You inspire and motivate your team to achieve significant results and give people access to the learning, tools, and growth they need to reach them. You model our values and empower your team to perform: As part of this area of responsibility, you will work in close partnership with the Vice President of Patient Services to establish key performance benchmarks and successfully oversee virtual care teams that include licensed and non-licensed staff to meet those benchmarks. You will mentor and supervisor high-performing, competent, skillful, enthusiastic, and highly accountable managers. You will develop and communicate clear, high expectations for staff, and hold staff accountable to those expectations, providing appropriate coaching, support, and feedback along the way. You will lead the VCC management team in their growth and development, including the hiring, onboarding, coaching, and performance management. You will, in collaboration with HR, terminate staff as needed. You will support and champion the connection of clinical care supervision to Clinical Leadership. You will cultivate the identity of VCC as part of our patient-care team, support the team-based care and shared work of VCC programs, and support of HC operations. You will develop and monitor a feedback system from the health centers and patients to the VCC ensuring effective and excellent patient care. You will ensure lines of communication are maintained between VCC and Health Center staff, working in partnership with HC leadership to maintain open and transparent lines of communication to guarantee effective conflict resolution and workflow optimization.

Team/Org Leadership: You will interface across the team and organization to provide insight, perspective and engagement on key PPRM priorities and strategies. You will partner with Chiefs, VPs, and other Medical Services Directors to determine strategic direction and priorities of medical services and participate in the implementation of PPRM’s strategic plans and initiatives. You will participate on committees and groups within PPRM and at a national level. You will maintain an understanding of all PPRM health services and special projects as assigned by the Vice President of Patient Services. In partnership with VCC managers and the VP, you will manage a department budget with multiple service lines, ensuring vendor billing is accurate and patient assistance funding is used correctly and reported in a timely manner, working with subject matter experts to ensure performance standards are met from third-party partners (ex. On-Call program, Planned Parenthood Direct, Call Center software, etc.). You will make sure the VCC is maintaining a focus on patient equity in new and existing models of care, working in team to address gaps that exist in service.

About Us: Planned Parenthood is committed to creating a dynamic work environment that values diversity, equity, inclusion, respect, integrity, customer focus, and innovation. We are committed to creating a welcoming space for all people on our staff, in our health centers, and in our community. We do this by tending to the team, respecting and honoring all people, jumping in, trying and learning, caring for our business, and returning to our mission. Learn More