Telehealth Services Manager

Virginia League for Planned Parenthood is seeking a Full-time Telehealth Services Manager to join our team. 

Under the direction of the Direct of Patient Services, the Telehealth Manager manages the full scope of  VLPP’s Telehealth services. Primary responsibilities include creating a high-functioning team to meet the customer service needs of patients, identifying opportunities for growing telehealth services, providing coaching and mentoring to the Telehealth clinical team, support in scheduling and operational activities, serving as a leader both for Telehealth team and the agency, facilitating processes to create effective systems, ensuring the telehealth services are in compliance with regulatory and quality standards, and ensuring a visible presence in the community.

This is a full-time position working approx. 40hrs/week and is remote with typical working hours Monday through Friday.

Essential Job Duties and Responsibilities:

• Ensures that staff is fully trained to handle all responsibilities assigned; monitors individual staff training plans and provides opportunities for growth and development  
• Ensures that all staff interactions and client services are client-centered and consistent with mission, core values and  cultural/linguistic competence objectives  
• Supports staff in implementing and achieving agency and team-based initiatives and goals  
• Participates in and supports all the medical services provided at VLPP, via telehealth, including family planning  services, preventative health screenings, STI and HIV testing and treatment services, contraceptive services, gender  affirming health services and abortion services (as permitted by law) and other services identified over time.  
• Assists staff with providing virtual patient care as needed 
• Fosters a culture where staff feel appreciated and recognized; takes proactive steps to resolve staff issues quickly and efficiently using ongoing, continual feedback  
• Works closely with the Chief Medical Officer, Chief Operations Officer, Director of Patient Services, and Compliance Manager to make sure licensed clinical staff provide the highest quality services  
• Holds all telehealth clinical staff accountable to specific measurable customer service standards  
• In partnership with the Director of Patient Services and Human Resources, handles all personnel needs. Gives both positive  and developmental feedback, and holds oneself and others accountable, including for racial equity practice 
• Assists with interviewing and selecting new hires and ensures integration of new staff are completed through collaboration with Human Resources and Staff Training Teams 
• Works with Director of Patient Services to develop telehealth’s budget and provides monthly oversight  
• Monitors telehealth’s business results and analyzes data to identify trends and ways to improve results and to inform future decision-making; develops approaches to respond to trends  
• Collects and reports telehealth’s statistical data on patient visits, services provided and staffing patterns  

Additional Qualifications:

• High School Diploma or equivalent required
• Ability to work remotely with efficiency and effectively manage employees who are working remotely and/or in the office
• Experience working in a Health Center, preferably developing/managing provider schedules
• Must have excellent administrative skills including document preparation and review, tracking, filing, phone etiquette and culturally sensitive customer service skills  
• Passionate commitment to the mission, vision, and values of VLPP
• Excellent cross-cultural communication skills (verbal and written)  
• Demonstrated commitment and passion for equity and inclusion 
• Must be proficient in Microsoft Office Suite (Excel,  PowerPoint, and Word) 
• Time management skills and attention to detail is essential 
• Bilingual Proficiency (Spanish/English); desired but not required  

Benefits include:

• Medical Insurance
• Vision Insurance
• Dental Insurance
• 401k matching
• Employer sponsored life insurance
• 9 paid holidays per year
• Paid Time Off
• Employer Assistance Program

Who We Are

At Planned Parenthood our mission is to ensure all people have access to the care and resources they need to make informed decisions about their bodies, their lives, and their futures. Founded in 1916, Planned Parenthood is a trusted health care provider, educator, and passionate advocate here in the U.S. as well as a strong partner to health and rights organizations around the world. Each year, Planned Parenthood delivers vital sexual and reproductive health care, sex education, and information to millions of people. 

A Key Role in Public Health 

Community is the heart of Planned Parenthood and we strive to be good neighbors in partnership with on-the-ground health and rights organizations. Our expert health care professionals are dedicated to providing high-quality, compassionate, and affordable care. No matter what. As a leader in sexual and reproductive services, Planned Parenthood is proud to serve the diverse needs of local communities through a national network of more than 600 health centers operated by our affiliates.

Planned Parenthood health centers provide a wide range of services — namely preventive care,  including birth control, testing and treatment for sexually transmitted infections, and screenings for cervical and other cancers. Our dedicated doctors, nurses, and support staff take time to not only talk with patients, but to see them for who they are as individuals and support the life they envision for themselves.