ABOUT PEOPLEONE HEALTH:

PeopleOne Health is one of the fastest-growing providers of value-based primary care and has earned the best-in-class member satisfaction scores. We deliver exceptional healthcare that reduces costs and significantly improves health outcomes by focusing on preventive care, behavior change, and keeping people healthier. The key to our successful culture is living our motto: care for yourself; care for each other; care for our members.

JOB SUMMARY:

The Virtual Primary Care Program Manager is responsible for the operational leadership, oversight, and performance management of PeopleOne Health’s virtual care programs, including the Kickstart program. This role ensures structured, efficient, and compliant execution of virtual clinical workflows while directly supervising Remote Medical Assistants and supporting remote providers. The Virtual Primary Care Program Manager centralizes accountability for workflow ownership, scheduling, quality metrics, and operational performance in the virtual care environment.

SUPERVISORY RESPONSIBILITIES:

This position provides supervision to others: Yes

• Hiring, onboarding, and training of Remote MAs
• Scheduling and workload distribution
• Performance management and annual evaluations
• Conducting regular 1:1 check-ins and coaching conversations
• Approving PTO and managing attendance
• Monitoring productivity and quality metrics
• Ensuring role clarity and accountability

ESSENTIAL JOB FUNCTIONS:

• Provide end-to-end operational oversight of the Kickstart program and other virtual care initiatives.
• Establish clear workflow ownership for pre-visit, intra-visit, and post-visit processes.
• Standardize remote workflows including chart preparation, record retrieval, order tracking, telephone encounter completion, and follow-up coordination.
• Develop scalable processes to support growth in virtual provider and care team volume.
• Monitor virtual program performance, turnaround times, and care gap closure.

REMOTE MA SUPERVISION & PERFORMANCE MANAGEMENT

• Create and manage Remote MA schedules aligned with provider templates.
• Ensure full MA support for all remote providers.
• Balance workload to prevent burnout and overtime within in-center teams.
• Establish productivity standards and quality benchmarks.
• Monitor documentation accuracy and workflow compliance.

PROVIDER OPERATIONAL SUPPORT

• Partner closely with remote providers to optimize clinical efficiency.
• Ensure timely chart preparation and diagnostic review.
• Oversee follow-up on labs, imaging, referrals, and assigned telephone encounters.
• Identify and remove workflow bottlenecks impacting provider productivity.

SCHEDULING & CAPACITY MANAGEMENT

• Build and manage virtual provider templates.
• Align scheduling capacity with projected growth and member demand.
• Monitor visit types (Kickstart, follow-up, chronic care, etc.) to ensure appropriate allocation.
• Adjust staffing models proactively based on volume trends.

QUALITY, COMPLIANCE & RISK MANAGEMENT

• Ensure remote workflows meet regulatory, documentation, and scope-of-practice standards.
• Monitor turnaround times for orders and referrals.
• Partner with Clinical Apps and Training to implement workflow improvements.
• Support incident review and service recovery efforts within the virtual program.

CROSS-FUNCTIONAL COLLABORATION

• Collaborate with Center Managers to reduce strain on in-center teams.
• Work with Care Navigators to streamline referral and follow-up processes.
• Partner with Training to support onboarding of new remote providers and MAs.
• Participate in Level 10 meetings and report virtual program metrics.

PROGRAM GROWTH & STRATEGIC DEVELOPMENT

• Identify opportunities to expand virtual services safely and efficiently.
• Develop recommendations for staffing models aligned with volume growth.
• Support new virtual initiatives and pilot programs.
• Build scalable infrastructure for future market expansion.

OTHER DUTIES

• Serve as escalation point for workflow concerns within virtual care.
• Develop SOPs and job aids for remote workflows.
• Monitor overtime trends and workload redistribution between virtual and in-center teams.
• Support budget planning for virtual staffing models.
• Participate in new market planning related to virtual integration.

SKILLS & ABILITIES:

• Strong operational leadership skills in healthcare settings.
• Experience supervising remote or hybrid teams.
• Deep understanding of ambulatory primary care clinical workflows.
• Proficiency with electronic health records (eClinicalWorks preferred).
• Ability to design scalable processes and manage competing priorities.
• Strong analytical skills with experience tracking KPIs and productivity metrics.
• Excellent communication and cross-functional collaboration skills.
• Ability to lead through change in a high-growth environment.
• Comfortable working in a virtual, technology-enabled environment.

EDUCATION & CERTIFICATIONS:

• Bachelor’s degree in healthcare administration, business, nursing, or related field preferred.
• Clinical background (MA, LPN, RN, PA, NP) strongly preferred.
• Leadership training or healthcare operations certification preferred.

EXPERIENCE:

• Minimum 3–5 years of experience in healthcare operations or clinical supervision.
• Required experience managing clinical workflows in ambulatory care.
• Experience supporting telehealth or virtual care programs strongly preferred.
• Demonstrated experience leading teams and managing performance.
• Experience scaling programs during growth phases preferred.

PHYSICAL REQUIREMENTS:

(The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the position’s essential functions.)

• Prolonged periods working on a computer.
• Ability to travel occasionally to centers as needed.
• Regular participation in virtual meetings.
• Ability to manage multiple digital platforms and communication tools