Virtual Team Center Director I

The Virtual Medical Team (VMT) CD provides operational leadership for LifeLong Medical Care's centralized Virtual Medical Team, including virtual clinical services, patient access support, telephone triage, MyChart messaging, care coordination, and Care Transitions operations. The VMT CD is accountable for the day-to-day operational performance of the department, including service planning, staffing, workflow optimization, quality improvement, regulatory compliance, operational performance, and patient experience.

The VMT CD serves as a key operational leader responsible for developing standardized workflows, monitoring departmental performance, implementing strategic initiatives, and fostering a culture of collaboration, accountability, and continuous improvement.

This is a full time, exempt, benefit eligible position.

LifeLong Medical Care is a multi-site, Federally Qualified Health Center (FQHC) with a rich history of providing innovative healthcare and social services to a wonderfully diverse patient community. Our patient-centered health home is a dynamic place to work, practice, and grow. We have over 15 primary care health centers and deliver integrated services including psychosocial, referrals, chronic disease management, dental, health education, home visits, and much, much more.

Benefits

Compensation: $90,000 - $106,819/year. We offer excellent benefits including: medical, dental, vision (including dependent and domestic partner coverage), generous leave benefits including ten paid holidays, Flexible Spending Accounts, 403(b) retirement savings plan.

Essential Functions

Operational Performance & Program Leadership

• Accountable for the overall operational performance of the Virtual Medical Team, including virtual care operations, telephone triage, patient messaging, care coordination, and Care Transitions services.
• Develop departmental goals, operational plans, workflows, and service standards that support organizational priorities and improve patient access.
• Evaluates operational performance using dashboards, reports, and key performance indicators, including productivity, access, turnaround times, staffing utilization, patient satisfaction, and quality outcomes.
• Identifies operational risks and workflow inefficiencies and implements corrective action plans and process improvements.
• Partners with clinical leadership to implement new programs, operational initiatives, and best practices.
• Performs additional duties and organizational initiatives as assigned

Workforce Leadership & Staff Development

• Recruits, hires, supervises, mentors, coaches, develops, and evaluates assigned clinical and administrative staff, including Care Transitions personnel.
• Oversees staffing models, workload distribution, schedules, and coverage plans to support operational needs and service expectations.
• Reviews and approves employee timecards, manages labor utilization, and supports performance management and employee development.
• Builds a collaborative, patient-centered culture focused on accountability, engagement, innovation, and continuous improvement.

Care Transitions Oversight

• Provides operational leadership for the Care Transitions program, ensuring safe, timely, and effective coordination of patients transitioning from hospitals, emergency departments, skilled nursing facilities, and other care settings back to primary care.
• Oversees Care Transitions staff, responsible for coordinating post-discharge follow-up, patient scheduling, medical record collection, communication with healthcare partners, and continuity of care.
• Monitors Care Transitions performance metrics, including patient outreach, follow-up completion, documentation, and operational outcomes.
• Collaborate with hospitals, skilled nursing facilities, case managers, providers, and community organizations to improve care coordination and reduce gaps in care.

Access, Quality & Continuous Improvement

• Supports organizational access initiatives by optimizing workflows related to virtual care, patient communication, scheduling, and care coordination.
• Leads departmental performance improvement initiatives using data-driven methodologies.
• Develops and monitors operational policies, standard work, and quality improvement activities.
• Utilizes performance data to identify trends, improve operational efficiency, and enhance patient outcomes.

Compliance & Regulatory Stewardship

• Ensures departmental compliance with LifeLong policies, HRSA Health Center Program requirements, Medi-Cal, Medicare, Title 22, and other applicable federal and state regulations.
• Supports regulatory audits, operational reviews, quality initiatives, and corrective action plans.
• Maintains departmental documentation, reporting, and operational procedures in accordance with organizational standards.

Collaboration & Organizational Leadership

• Serves as the operational liaison between the Virtual Medical Team, health centers, specialty services, Population Health, Revenue Cycle, Information Technology, hospitals, skilled nursing facilities, and community partners.
• Partners with clinical and operational leadership to improve patient access, continuity of care, virtual care delivery, and organizational performance.
• Represents the Virtual Medical Team on organizational committees, interdisciplinary workgroups, and strategic initiatives.
• Responds to escalated patient concerns and supports service recovery efforts.

Financial & Resource Management

• Supports departmental budget planning, resource allocation, and operational stewardship in partnership with senior leadership.
• Monitors labor utilization, staffing resources, productivity, and operational expenses to ensure efficient use of departmental resources.
• Identifies opportunities to improve operational efficiency while maintaining high-quality patient care.