Virtual Visits Product Manager at MEMORIAL HEALTH SERVICES in Fountain Valley, California

Job Description:

Position Summary:

Virtual care is a System strategic priority focused on creating value through new patient growth, operational efficiency, population health, and consumer engagement.

The Product Manager over Virtual Visits is responsible for the successful development and deployment of virtual visits across the Foundation and maintaining a positive 'brand' in the marketplace and internally. Virtual Visits are pivotal to future Virtual Care strategies and are intended to enhance access to services through technology, support patients seeking care, create efficiencies and cost savings for our providers and support staff, and attract new patients through consumer-centric services.

The Product Manager is responsible for supporting and evolving existing virtual visit capabilities including video visits and eVisits. The Product Manager will evaluate and improve current performance measures and drive further adoption by providers and patients and increased clinic efficiency. As future offerings evolve, the Product Manager will take a lead role in planning, coordinating, and implementing future capabilities. They will work closely with operations and providers to ensure alignment and efficient implementations. The overall strategy is a system-level strategy that is being deployed in MCMF, but this role will also be responsible for knowledge transfer to other campuses, as applicable.

Principal Duties and Responsibilities

• Own the Virtual Visit 'brand' in alignment with the overall MCMF Virtual Health strategy and priorities. Support operational, provider, marketing, and patient convenience advancements among virtual visit capabilities and take a leading role in developing or expanding new virtual visit capabilities.


• Collaborate with department specific physician and administrative leaders to identify growth opportunities to improve access, processes and functionality


• Build and collaborate with operations to deploy standard workflows for the use and application of virtual visits.


• Accountable for growth and efficiency of programs and to deliver on revenue/ROI targets related to virtual visit initiatives


• Partner with our IT teams to build technology-enabled solutions and coordinate equipment integration


• Liaison with technology companies to improve offerings, resolve issues, or implement new capabilities


• Troubleshoot any patient or provider complaints related to virtual visits and perform service recovery, when necessary.


• Partner with administrative leaders to create virtual visit best practices and communicate to relevant stakeholders and actors. Develop and implement quality assurance program for virtual visits.


• Own the patient experience with Virtual Visit products including messaging, appointment communications, visit follow-up, and expectations


• Manage day to day budgeting of resources and assist with generation of ROI measures for virtual visit initiatives


• Research/Investigate local competition, government (federal and state) regulations, and emerging trends/technology.


• Partner with marketing to promote virtual visits as part of the broader virtual health marketing strategy


• Involve and partner with Clinical Training Specialists, Training Teams, and clinic staff to ensure workflows are running effectively and standard work is clear and accurate


• Engage the dedicated IT resources including project management and technical developers to support effective implementation of new tools and capabilities


• Share learnings and best practices with hospital leadership


• Engage governance through the Virtual Health steering committee

Bachelor's degree in Healthcare Management, Business Administration, IT or related field required; Master's degree preferred. The Manager requires excellent communication, interpersonal, and organizational skills to work collaboratively with technical, administrative and physician leaders throughout the organization. Ability to navigate complete change management projects. Familiarity with medical group operations and care delivery in a heavily managed care market. Prefer prior knowledge and experience implementing/managing new delivery models, particularly telehealth or virtual health.