Program Manager, Virtual Care

Mass General Brigham (Enterprise Services)
United States, Massachusetts, Somerville
399 Revolution Drive (Show on map)
May 29, 2025
The Program Manager provides administrative and operational leadership for MGB Virtual Care, specifically Virtual Consults. They are responsible for the continued growth and sustainability of the Virtual Consult portfolio - working in close partnership with key clinical and operational stakeholders within and external to the organization. Efforts must dynamically align with the rapidly changing healthcare industry, payment models, regulations as well as with institutional and department initiatives. The Program Manager will be responsible for the 24x7 operation of virtual consult services - guaranteeing availability of the clinical services, setting realistic client and provider expectations, and ensuring the highest levels of client and provider satisfaction. Operational success will require constant systems analysis/optimization as well as building and preserving trusting relationships. Essential Functions - Ensure the availability of virtual care clinical services at all designated times, including 24/7/365 operations. Develop robust systems and processes to prevent and resolve incidents, track service, clinical, and quality performance through actionable metrics, and continuously improve service reliability. - Define approaches to tap the vast and diverse amount of clinical expertise within the MGB system through sustainable and impactful virtual care services, building upon or modifying existing processes and systems as appropriate. - Develop and monitor financial budgets for virtual care services, ensuring alignment with financial standards and strategic goals. Implement regular financial reviews and adjustments to maintain fiscal responsibility and achieve financial objectives - Draft, review, negotiate, and coordinate execution of virtual care service agreements in collaboration with legal counsel - ensuring compliance with legal regulations, managing contractual risks, and maintaining detailed records. - Represent the organization at conferences, webinars, and other public-facing events to highlight program successes, identify collaboration opportunities, and stay informed about industry trends and best practices. - Collaborate with internal and external stakeholders, including Digital colleagues, to ensure that enterprise technology solutions meet the operational requirements of virtual care services. Foster a culture of innovation and continuous improvement. - Cultivate and advance relationships to meet strategic goals set in collaboration with institutional leadership. Develop and implement strategies to strengthen partnerships and achieve organizational objectives. - Develop and maintain complex financial models that directly support strategic decision-making by forecasting future financial performance, evaluating potential business initiatives, and analyzing various scenarios to identify optimal paths for growth. - Provide supervision, mentorship, guidance, support, and feedback to team members to ensure they are positioned to achieve their goals. Foster a positive and collaborative team environment that encourages professional development and growth. Knowledge, Skills, and Abilities - Communication Skills: Strong written and verbal communication skills, including the ability to present information clearly and effectively to various stakeholders. - Decision-Making: Ability to make informed decisions that balance strategic goals, financial considerations, and operational requirements. - Project/program Management: Knowledge of project/program management methodologies and best practices. - Clinical Operations: Familiarity with clinical operations and workflows, particularly in a virtual healthcare setting. - Financial Management: Knowledge of financial principles, budgeting, and financial modeling. - Leadership and Team Management: Ability to supervise, mentor, and guide team members to achieve their goals. Program Manager role includes direct supervision of a staff of 3-5 people. The Program Manager will be expected to be on-site (office or clinical environment) as needed based on business demand and/or request from leadership with appropriate notice. Travel throughout New England will be required on an occasional basis, with the potential need to travel to other domestic and international locations Mass General Brigham Incorporated is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.