TeleHealth Operations Manager

TeleMed2U INC; Austin (TX); Hybrid; USD 70,000 - 90,000; Full time

Job summary

A leading telehealth company in Austin, Texas seeks an experienced Operations Manager to oversee provider services. The ideal candidate will have 3+ years of operational management experience and a strong background in team leadership and EHR systems. This role includes monitoring KPIs, coaching staff, and enhancing patient experience. Competitive salary and flexible work environment offered.

Benefits

Competitive base salary

Annual performance bonus

Comprehensive health, dental, and vision insurance

401(k) with company match

Paid time off

Flexible work environment

Qualifications

• 3+ years of operational experience in a provider services business.
• At least 1 year managing teams in a remote or hybrid environment.
• Experience working in EHRs and clinical tools.

Responsibilities

• Monitor KPIs across access, scheduling, provider utilization, and patient experience.
• Conduct root-cause analyses of workflow gaps.
• Provide coaching, training, and development for team members.
• Oversee virtual intake assistance and patient education.
• Manage Contact Center operations.

Skills

Operational management

Team leadership

EHR experience

Bilingual (English/Spanish)

Education

High school diploma or GED

Bachelor’s degree in healthcare management or related field

Tools

AdvancedMD

Job description

At TeleMed2U, we believe that time is the most valuable resource in healthcare— whether it is time to diagnosis, time to treatment, or time to better health. That is why, since our founding in 2011, we have been dedicated to increasing access to care across 20 medical and behavioral health specialties nationwide. By breaking down traditional barriers to specialty care, TeleMed2U has become a leading technology-enabled healthcare services company, delivering high-quality, convenient, and easy-to-access virtual healthcare solutions. Our integrated approach to chronic disease management empowers both patients and providers, improving health outcomes through seamless care coordination. With a focus on patient-centered innovation, provider collaboration, and data-driven care delivery, TeleMed2U is redefining specialty care—making it faster, simpler, and more accessible for all.

What you'll do

Leadership & Development

• Monitor KPIs across access, scheduling, provider utilization, documentation timeliness, and patient experience.
• Conduct root-cause analyses of workflow gaps and implement process improvements.
• Benchmark against industry standards and support leadership reporting with operational insights.
• Drive initiatives that reduce leakage, optimize scheduling, and improve patient/provider satisfaction.
• Identify key metrics and expectations for team members and hold employees accountable.
• Embed within specific business units or product teams to understand operations, identify gaps, and cultivate the next generation of leaders.

Development of Care Coordinators & Medical Associates

• Provide coaching, training, and development for individual team members, including regular check-ins and documentation.
• Manage and develop a multidisciplinary team responsible for patient access, scheduling, document management, triage and escalation, provider support, and referral processing.
• Establish clear accountability, productivity standards, and performance monitoring across workflows.
• Foster a culture of service excellence, continuous improvement, and compliance.
• Oversee virtual intake assistance, patient education, and visit connection support.
• Oversee routing and closure of outbound referrals, prescriptions, refills, labs, imaging, and follow-up tasks.
• Ensure proper triage of clinical concerns with escalation to appropriate teams.
• Support prior authorizations and clinical reporting (e.g., PHQ-9, GAD-7, CCM) and manage Creyos testing workflows.
• Monitor visit flow and timing; ensure all follow-up orders are entered and tracked in AdvancedMD (AMD).

Clinical / Provider Collaboration

• Oversee provider schedule build-out, optimization, and alignment of availability with patient demand.
• Track provider NPS, RVUs, utilization, idle time, and documentation completion.
• Oversee inbound referral processing, intake form completion, eligibility/authorization verification, and redirect letters.
• Manage waitlists, appointment scheduling, reschedules, and follow-ups (including no-show management and chart prep).
• Ensure OLS (Online Scheduling), Referral Management tasking, and client-specific referral trackers are maintained with accurate data.
• Support ED outreach with key clients, intake paperwork distribution, and visit connection support.

Communications & Document Processing

• Provide oversight of Contact Center operations, including teams responsible for answering patient/provider calls, managing voicemails, routing messages, and resolving service requests.
• Ensure consistent service levels for call response times, voicemail/message turnaround, and escalation handling.
• Monitor Contact Center performance dashboards, coach team members, and implement continuous improvements that drive patient and provider satisfaction.
• Ensure timely, accurate processing of inbound/outbound faxes, referral documents, medical records, and clinical uploads.
• Manage intake paperwork distribution, clinical record uploads, and partner-specific documentation requirements.

Patient Experience & Feedback

• Oversee virtual intake assistance, patient education, and visit connection support.
• Collect and route patient feedback, track NPS, and monitor no-show percentage and visit timing.
• Send post-visit surveys, appointment reminders, and instructions through SimpleChime

Qualifications

Required

• High school diploma or GED.
• 3+ years of operational experience in a provider services business (specialty/multi-specialty preferred), including at least 1 year managing teams in a remote or hybrid environment.
• Experience working in EHRs (AdvancedMD experience a plus) and other clinical tools.

Preferred

• Bachelor’s degree in healthcare management, business, or a related field.
• 5–7 years of operational management experience, with 3+ years of people management.
• 2+ years management experience in a telehealth or virtual care delivery setting.
• Solid understanding of intake requirements, including insurance, billing, and authorization.
• Bilingual (English/Spanish) a plus.

Physical Requirements

• Prolonged periods of desk work and computer use.
• Ability to lift up to 15 pounds.
• Competitive base salary with annual performance bonus.
• Comprehensive health, dental, and vision insurance.
• 401(k) with company match up to $2,000.
• Paid time off and a flexible work environment, including remote work with limited travel.