Director, Virtual Health Digital Products

At Memorial Hermann, we pursue a common goal of delivering high quality, efficient care while creating exceptional experiences for every member of our community. When we say every member of our community, that includes our employees. We know that when our employees feel cared for, heard and valued, they are inspired to create moments that exceed expectations, while prioritizing safety, compassion, personalization and efficiency. If you want to advance your career and contribute to our vision of creating healthier communities, now and for generations to come, we want you to be a part of our team.

Job Summary

This role is responsible for the Virtual Health strategy and creating a center of excellence in the use and adoption of acute, post-acute, and ambulatory Virtual Health capabilities for the entirety of the Memorial Hermann Health System. This role designs and develops a Virtual Health strategy around understanding business/clinical modeling needs to advance key digital experiences and convert capabilities for diverse business stakeholders, including service lines, IT, and Consumer Experience. A major focus for this role is to partner with key stakeholders across the organization to address consumer needs, improve the use of virtual health capabilities, and optimize clinical use and adoption. Serving as a thought leader, this role establishes our product strategy and key metrics, facilitating working team meetings, identifying and mitigating risks and issues, and ultimately driving product desired results and goals. This individual works closely with informatics partners to ensure that virtual health processes are embedded in ongoing operational and support goals and objectives as well as Finance, Revenue Cycle, Legal, and Marketing to enact strategy needs. The Director of Virtual Health Product Management reports to the Vice President of Digital Channel Experience.

The Director of Virtual Health, Digital Products is responsible for advancing Memorial Hermann’s virtual health strategy by leading digital product initiatives that enhance patient and provider experiences across acute, ambulatory, and population health services. This leader collaborates across the organization to drive innovation, optimize virtual care adoption, and deliver scalable solutions that support clinical and business objectives.

This position requires residence in the Houston, Texas area.

Job Description

Desired Skill Sets

• Virtual Health / Telehealth Strategy & Operations
• Digital Product Management & Product Lifecycle Leadership
• Healthcare Operations (Acute, Ambulatory, and Population Health)
• Healthcare Technology & Digital Transformation
• Cross-Functional Stakeholder Management
• Executive & Physician Relationship Building
• Data Analytics & Performance Measurement
• Process Improvement & Change Management
• Innovation & Consumer-Centered Design
• Team Leadership, Coaching, and Talent Development
• Strategic Planning & Business Case Development

Minimum Qualifications

Education: Bachelor's degree in a healthcare related field (e.g. Administration, Business, and/or health Sciences) from an accredited academic body is required. Master's degree preferred.

Licenses/Certifications: Nursing telehealth or telebehavioral health certifications preferred.

Experience / Knowledge / Skills

• Five (5) years of broad healthcare experience with a focus on virtual health in a large healthcare system required.
• At least three (3) of the five (5) years includes experience leading teams with proven track record of employee development, empowerment and accountability required.
• Clinical experience preferred.
• Three (3) years’ experience in the development, maintenance and implementation of technology products or experience with product management lifecycle preferred.
• Possesses deep knowledge of business processes including, but not limited to the application of digital channels for solving complex problems and human centered design fundamentals with a forward-thinking mindset to help develop and drive future virtual health strategy.
• Demonstrated ability of leveraging data analytics concepts to create insights that drive decision making and support effective evaluation of product success.
• Strong interpersonal and client management skills to work effectively with consumers, physicians and senior operational leaders.
• Able to function well in an ambiguous, cross-matrixed environment.
• Strong verbal and presentation communication skills.
• Good working knowledge of billing and coding standards and procedures especially the International Classification of Disease or Diagnosis (ICD-10) and Current Procedural Terminology (CPT) systems as well as clinical documentation, regulatory and compliance.
• Broad understanding of healthcare and policy trends (e.g., environment, market, payor, provider, regulatory).
• Strong time management skills to permit working within tight deadlines and multiple projects.

Principal Accountabilities

• Responsible for educating the organization on how to leverage their virtual health strategy in the best way to address consumer and clinical experience at scale to ensure the Memorial Hermann delivers a world-class health experience for the Houston community.
• Responsible for the co-creation, and subsequent execution of, Memorial Hermann’s Virtual Health Strategy to improve adoption of current capabilities with service Line, operational, technical and clinical leadership.
• Drives continuous evaluation and development of virtual product offerings to meet new consumer and operational needs; creating a center of excellence in virtual health.
• Responsible for focusing and developing product roadmaps to ensure volume-driven fee-for-service activity and lead efforts to lower cost and increase efficiency in a value-based population health management environment.
• Responsible for overseeing system remote patient monitoring solutions and their performance within overall virtual health strategy.
• Serves as a virtual health expert and advocate to inform broader organizational initiatives and promote strategies both institutionally and publicly.
• Ensures coherence and consistency of consumer experience across the footprint of other digital channels.
• Recruits, trains, motivates, and evaluates a staff of highly skilled product management professionals.
• Participates with managing the virtual health budget for personnel and virtual health products.
• Assists with the alignment of virtual health billing structure with finance and revenue cycle departments.
• Drafts and socializes policies for payment methodology, operational support, clinical workflows, service recovery and performance metrics.
• Will be responsible for creation of virtual health governance committee, a cross-functional clinical, technical and operational group that will evaluate virtual health recommendations and facilitate decisions to drive strategic value.
• Maintains current knowledge of Texas and National virtual health market, reimbursement, legal as well as competitive and innovation trends to adopt best practices.
• Prepares and delivers presentations to endorse virtual health options, products and new developments to drive strategy awareness to leadership across Memorial Hermann.
• Ensures safe care to patients, staff and visitors; adheres to all Memorial Hermann policies, procedures, and standards within budgetary specifications including time management, supply management, productivity and quality of service.
• Promotes individual professional growth and development by meeting requirements for mandatory/continuing education and skills competency; supports department-based goals which contribute to the success of the organization; serves as preceptor, mentor and resource to less experienced staff.
• Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Memorial Hermann’s service standards of providing safe, caring, personalized and efficient experiences to patients and our workforce.
• Other duties as assigned.