Job Information
Penn Medicine Virtual Second Opinion Program Manager in Philadelphia, Pennsylvania
Description
Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.
Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?
Entity : Corporate Services
Department : Corporate Patient Services
Location : 3400 Civic Center Blvd. Centrex Ground
Hours : On-site, M-F, Daylight
The Virtual Second Opinion (VSO) Program Manager will oversee the development, implementation, and continuous improvement of the Virtual Second Opinion program within Penn Medicine's Signature Services. This role is critical to ensuring high-quality, patient-centered care through virtual consultations, enhancing patient access to Penn Medicine's expertise, and supporting the program's growth and operational efficiency.
The Program Manager will provide strategic leadership, manage day-to-day operations, and collaborate with physicians, clinical staff, and administrative teams across the enterprise to deliver exceptional virtual second opinion experiences. The ideal candidate will possess strong project management skills, a deep understanding of healthcare delivery, and a commitment to expanding Penn Medicine's reach and impact through innovative care models.
Accountabilities
Operational Management:
SAAS vendor management
Work closely with the IT team to ensure the technical infrastructure supports efficient and secure virtual consultations.
Work with leadership to set program objectives, key performance indicators (KPIs), and targets for patient volumes and revenue growth.
Oversee the daily operations of the Virtual Second Opinion program, ensuring efficient workflows, high-quality service delivery, and compliance with all regulatory and quality standards.
Coordinate with clinical staff and physicians to facilitate virtual consultations, ensuring timely and accurate communication with patients and referring physicians.
Manage patient intake, scheduling, and follow-up processes, ensuring a seamless experience for patients seeking second opinions.
Stakeholder Collaboration:
Develop and implement strategies to grow the Virtual Second Opinion program, aligning with the overall goals of Signature Services and Penn Medicine.
Collaborate with leadership, physicians, and administrative teams to optimize program operations and patient care delivery.
Collaborate with Penn Medicine’s Department of Connected Health
Interface with clinical, and administrative leads across the enterprise
Identify opportunities for program expansion and enhancement, including potential partnerships and new service offerings.
Financial Management:
Work with Signature Services finance team, ensuring cost-effective use of resources and alignment with financial goals.
Monitor and analyze program performance data to identify trends, opportunities, and areas for improvement.
Prepare operational reports for leadership, providing insights and recommendations for program growth.
Quality Assurance and Improvement:
Establish and maintain quality assurance processes to ensure high standards of patient care and service delivery.
Implement patient satisfaction surveys and feedback mechanisms to continuously improve the patient experience.
Lead initiatives to enhance the program's efficiency, effectiveness, and patient outcomes.
Team Leadership and Development:
Drive the strategy and execution of growth and marketing plans to increase program volume
Recruit, train, and supervise staff supporting the Virtual Second Opinion program, fostering a culture of excellence and continuous improvement.
Ensure staff compliance with all organizational policies, procedures, and regulatory requirements.
Performs duties in accordance with Penn Medicine and entity values, policies, and procedures
Other duties as assigned to support the unit, department, entity, and health system organization
Minimum Requirements
Required Education and Experience
Bachelor's Degree in Healthcare Administration, Business Administration, or a related field is required (Master’s preferred)
5+ years of experience in healthcare management, preferably in a virtual care or telemedicine setting.
Proven experience in program development, operations management, and strategic planning within a healthcare environment.
Licenses, Registrations, and Certifications
- RN license is required.
Required Skills and Abilities
Strong leadership and team management skills, with the ability to motivate and develop staff.
Excellent interpersonal and communication skills, with the ability to interact effectively with senior leadership, physicians, staff, and patients.
Strong organizational and project management skills, with the ability to handle multiple priorities and deadlines.
Proficiency in using healthcare IT systems, virtual care platforms, and data analytics tools.
Knowledge of healthcare regulations, quality standards, and patient privacy laws (e.g., HIPAA).
We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.
Live Your Life's Work
We are an Equal Opportunity employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.
REQNUMBER: 287028