Virtual Safety Coordinator (VSC) Operations Manager

Bon Secours; Taguig; Hybrid; PHP 1,800,000 - 3,000,000; Full time

Job summary

Bon Secours Mercy Health is seeking an experienced Operations Manager for the Virtual Safety Companion program in the Philippines. This role leads a 24/7 patient monitoring operation, shaping staffing plans, performance, and ongoing improvements.

You will partner with US nursing and clinical leadership to align priorities and ensure top-tier patient safety. The position requires a bachelor’s degree in a health-related field, 7+ years in healthcare operations, and proven leadership of large

Qualifications

• Bachelor’s degree or higher in a health-related field is required.
• Minimum 7+ years in healthcare, patient safety, or clinical operations.
• Proven leadership of large teams and 24/7 operational experience.

Responsibilities

• Oversee 24/7 virtual patient monitoring operations; ensure service excellence.
• Lead staffing planning, scheduling, and capacity to maintain continuous coverage.
• Escalation point for supervisors and cross-functional partners.
• Direct projects and implementations with training and readiness.
• Develop teams through coaching and performance management.
• Collaborate with US-based clinical leadership for alignment.
• Monitor quality, safety metrics, and drive improvement initiatives.
• Define processes; ensure SOPs, privacy, and regulatory adherence.

Skills

Team development

Change management

Operational problem solving

Strategic decision making

Cross-functional collaboration

Project management

Education

Bachelor’s degree in nursing, public health administration, allied medicine, or related fields

Job description

Thank you for considering a career at Bon Secours Mercy Health!

Scheduled Weekly Hours:

40

Work Shift:

7pm to 4am (Philippines)

Primary Function/General Purpose of Position

The Virtual Safety Coordinator/Companion (VSC) Operations Manager provides operational leadership and management for the Virtual Safety Companion Program, overseeing the delivery of safe, effective, and efficient virtual patient monitoring services across a 24/7 operation. This role is accountable for workforce planning, staffing strategy, operational performance, clinical workflow adherence, quality outcomes, and team development.

The Operations Manager serves as the primary operational partner to clinical and operational leadership, ensuring alignment with patient safety priorities, service expectations, and organizational goals. The role provides leadership and development for supervisors and frontline associates while fostering a culture of accountability, continuous improvement, and operational excellence.

Essential Job Functions

• Provides overall leadership and operational oversight for the Virtual Safety Companion function, ensuring consistent execution of patient monitoring services across a 24/7 operation.
• Leads workforce management activities including scheduling strategy, staffing plans, coverage optimization, capacity planning, timekeeping oversight, and resource allocation to maintain continuous service levels.
• Provides operational oversight and serves as the primary escalation point for supervisors, associates, and cross-functional partners
• Leads assigned implementations and projects, coordinating scope, workflows, documentation, training, and launched readiness to achieve defined objectives
• Builds, develops, and leads high-performing teams through coaching, performance management, mentoring, and professional development initiatives.
• Partners effectively with U.S.-based nursing, clinical, and operational leaders to ensure clear communication, operational transparency, issue resolution, and alignment with organizational priorities.
• Monitors operational, quality, productivity, and patient safety metrics; identifies trends and implements improvement initiatives to drive performance and service excellence.
• Works collaboratively to define and optimize processes for effectiveness, efficiency, and consistency and ensure adherence to departmental policies, standard operating procedures, regulatory requirements, privacy standards, and patient safety protocols.
• Supports quality assurance activities, patient safety investigations, root cause analyses
• Collaborate with organizational leaders to keep pace with a rapidly expanding program by anticipating workforce and budgeting needs, evaluating service delivery models, technology enhancements, and future growth opportunities
• Manages multiple implementations simultaneously assisting the team to deliver launches on time while ensuring onboarding, training, competency validation, and ongoing education programs are effectively executed for all VSC team members.
• Demonstrates effective crisis management and critical decision-making skills. Comfortable operating without clearly defined instructions or precedent
• Coordinates issue resolution with appropriate functional partners to support service continuity
• The manager will also provide professional guidance, setting performance expectations, guiding professional development, and mentorship to the supervisors/leaders, fostering their development and enhancing the overall performance.

Licensing/Certification

Not applicable to this position

Education

Bachelor’s degree in nursing, public healthadministration, allied medicine,or other related fields(Required)

Work Experience

• 7+ years of healthcare, patient safety, clinical operations, virtual care, or related healthcare experience. (Required)
• 5+ years of progressive leadership experience managing supervisors, team leaders, or large operational teams. (Required)
• Demonstrated experience managing 24/7 operations, including staffing, scheduling, workforce planning, and operational performance. (Required)
• Experience collaborating with executive, nursing, and operational leaders in a healthcare environment. (Required)
• Prior experience supporting virtual patient monitoring, telehealth, centralized operations, or command center functions. (Preferred)
• Experience working within a shared services or global delivery model. (Preferred)
• Experience leading Process improvement initiatives or global function transformations (Preferred)

Skills

• Team development and performance management
• Change management and continuous improvement
• Operational problem solving and critical thinking
• Strategic decision making and adaptability
• Cross-functional collaboration and relationship building
• Project management and implementation skills