Sr Dir, Virtual & Remote Ops

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Job Location (Full Address):

601 Elmwood Ave, Rochester, New York, United States of America, 14642

Opening:

Worker Subtype:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

40

Department:

500008 Program Administrators

Work Shift:

UR - Day (United States of America)

Range:

UR URG 121

Compensation Range:

$205,245.00 - $328,392.00

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

Responsibilities:

General Purpose
Creates and leads remote healthcare, ensuring innovative, high-quality, and accessible patient care. Acts as a strategic leader to drive growth, oversee clinical and operational teams, and collaborate across departments to align remote care initiatives with broader organizational goals. Develops and implements remote care strategies that optimize patient experience, quality, and outcomes. Acts as a change agent, cultivating necessary internal and external relationships with stakeholders to create and align programs that meet the needs of our community.

ESSENTIAL FUNCTIONS:

• Defines and executes remote care strategies to enhance patient experience, care delivery, and quality outcomes. Organizes the needs of clinical stakeholders to optimize the utilization of remote care programs.  Ensures performance targets align with broader organizational strategic goals. Oversees implementation of strategic initiatives and manages associated personnel. Addresses key concerns of stakeholder groups across clinical and ancillary services. Develops and manages project plans, including deliverables, resource needs, implementation timelines, and performance metrics.
• Ensures all related processes deliver high-quality, efficient services to individuals and their families. Monitors participant compliance with established standards supporting service delivery workflows. Supports the development of performance targets, improvement plans, and reporting systems to drive effective and efficient operations. Equips staff with the clinical, informational, and organizational tools necessary to serve clients effectively. Oversees and maintains all related programs to ensure alignment with organizational goals. Researches, plans, and implements appropriate, effective, and efficient programs that support individual needs and overall service quality.
• Develops and implements proactive change management strategies for key organizational initiatives. Identifies and aligns core messages that are consistent, credible, and reflective of organizational values. Implements communication plans to ensure effective messaging across all audiences.
• Ensures appropriate follow-up and resolution of major issues.
• Leads the development and implementation of capital and operating budgets using system-wide standards and processes.  Partners with interdisciplinary teams to develop performance targets, report variances, and create remediation plans. Manages budgets, forecasts growth, and tracks performance metrics for all related initiatives.
• Establishes performance measurement and management system for key success elements: access, quality, service, and value. Establishes clinical effectiveness targets and strategies annually. Participates in QI initiatives.
• Educates clinicians, learners, individuals, and external stakeholders on virtual and remote service offerings. Meets regularly with stakeholders to strengthen communication and build collaborative relationships. Integrates a variety of remote and virtual services into a cohesive, connected care continuum.
• Implements committee decisions related to operations, management, and quality improvement metrics. Evaluates practices within contracted service areas on an ongoing basis. Develops and implements strategies to support professional growth and staff development. Establishes research initiatives in partnership with medical or subject matter leaders. Maintains strategic relationships with external organizations to drive productivity, quality, and efficiency goals. Interfaces with relevant associations to represent the organization and promote national benchmark standards. Ensures satisfaction of service users and staff through consistent measurement and feedback processes.
• Ensures regulatory compliance, privacy, and data security in virtual and remote care practices.

Other duties as assigned.

MINIMUM EDUCATION & EXPERIENCE:

• Master’s degree in Healthcare Administration, Nursing, Business Administration, Public Health, or a related field and 8 years of experience in healthcare leadership, with at least 5 years focused on telehealth or virtual care operations required.
• Or equivalent combination of education and experience.

LICENSES AND CERTIICATIONS:

• Clinical certification/license (MD, DO, RN, APP, etc.) preferred. 

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University’s Mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Classes). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates for all persons consistent with our values and based on applicable law.

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