Director, Virtual Care Center

Purpose:

Are you a visionary healthcare leader ready to transform patient care through innovation? UPMC Nursing is seeking a dynamic

Director, Virtual Care Center to launch enterprise-wide virtual nursing initiatives. In this new role, you'll drive clinical excellence, operational efficiency, and cutting-edge virtual care solutions like virtual safety observation and cardiac monitoring. Join a team that values data-driven decision-making, interdisciplinary collaboration, and a culture of continuous improvement. And, you’ll have the opportunity to build, develop, and coach a team of virtual monitoring staff and front-line leaders to support. If you're passionate about shaping the future of healthcare and delivering exceptional patient outcomes through technology, this is your opportunity to make a lasting impact.

The Director, Virtual Heath Center maintains 24-hour accountability for leading and managing the daily operations of virtual care across the enterprise to ensure an outstanding experience for patients and employees by continuously improving the quality of patient care, creating a healthy workforce for staff and overseeing clinical and administrative/business functions. This position is responsible for managing the clinical, technical, business, and regulatory implementation and maintenance associated with our virtual monitoring platforms which includes virtual constant observation, centralized cardiac monitoring unit and other aspects of virtual care programs. The Director is responsible for collaborating with medical staff to monitor patient outcomes and supporting both system and local clinical quality metrics and priorities, supporting shared governance through a unit-based professional practice council and using staff feedback to implement professional and patient safety improvements, and developing a best practice climate for the growth and development of students as well as all unit employees. The Director has responsibility for the oversight of selection and hiring of staff, department orientation, and fostering a culture of continuous performance management. This includes completing and delivering employee evaluations, managing daily unit and employee performance, as well as the department budget. This position will also manage all vendor relationships including adherence to contract terms, vendor performance and budget.

Responsibilities:

• Leads the development of ongoing services and expansion of current virtual services.
  
• Recommends new service lines, use cases, services, and innovative approaches to Virtual Care.
  
• Develops and implements new areas of clinical utilization for all Virtual Care programs.
  
• Monitors and analyzes clinical operations data and KPIs to identify areas for improvement and make data-driven decisions to drive improved clinical outcomes and business success.
  
• Identifies alternative methods to enhance profitable volume, improve cost efficiencies, and reassess the program's strategic direction, productivity, improved process performance and capital utilization.
  
• Tracks, evaluates, and identifies key metrics of the program.
  
• Drives recommendations for improved performance.
  
• Develops data dashboards and monitor metrics to support group operational and clinical improvement, quality assurance and business success in collaboration with leadership and clinical analytics.
  
• Works closely with vendors with all aspects of Virtual Care services provided at various locations.
  
• Monitors contract compliance and performance standards of Virtual Care vendor(s) to ensure contractual service standards are met.
  
• Collaborates with medical staff to monitor patient outcomes.
  
• Monitors dashboard indicators and quality across hospitals to meet organizational goals and develops action plans to address specific concerns and improve quality.
  
• Utilizes research and evidence-based practice to support improvement in clinical care.
  
• Shares learning from improvements and spreads across the system.
  
• Supports and encourages involvement of Clinical teams in the development and implementation of evidence-based practice and quality improvement initiatives.
  
• Collaborates with engineers, informatics, IT, and other teams to ensure the delivery of high-quality Virtual Care services and support the integration of Virtual Care into clinical workflows.
  
• Develops and maintains productive working relationships with local, regional and system clinical leadership teams to make decisions for operational activities, set strategic goals.
  
• Collaborates with teams to coordinate patient care and optimize health outcomes.
  
• Builds teams and relationships through mentoring and modeling uplifting and positive communication.
  
• Resolves and manages conflict effectively and in a timely manner.
  
• Schedules site visits with appropriate clinical and operation leadership across the hospital network and other participating sites coaching for improved performance.
  
• Ensures that clinical practice in accordance with established Clinical Standards of Performance as defined by organization, system, professional and regulatory organizations.
  
• Applies national best practices and uses evidence-based practice to build a culture of excellence in patient care.
  
• Promotes interdisciplinary partnership and consultation of hospital staff, system and health care teams through participation in committees and related activities to ensure appropriate care and services for patients and families.
  
• Sets clinical, financial, and human resources priorities for improvement in concert with organizational goals.
  
• Demonstrates sound fiscal responsibility in the development and management of the department budget and holds staff accountable for the efficient use of resources including but not limited to managing flexible staffing patterns to meet patient care needs.
  
• Lead and develop supervisors that report directly to them to build strong leadership and communication skills, as well as mentorship in daily leadership responsibilities.
  
• Supports supervisors in their role of oversight of direct reports, including difficult conversations, performance reviews, and recruitment.
  
• Assists with planning, implementing, and verifying that all direct care providers and direct care staff have the required knowledge and skills/attitude-based competencies assessed to address gaps and verified.
  
• Master's degree/MSN required.
  
• If BS degree not in nursing, a Master's or higher degree in Nursing is required.
  
• If Master's degree not in nursing, a BSN is required.
  
• Minimum of 4 years of progressive leadership experience required with relevant clinical experience preferred.
  
• Previous experience with telehealth, telemedicine, and virtual health services is also preferred.
  
• Analytical ability necessary to evaluate staff, address and improve clinical issues and devise solutions to complex problems.
  
• Leadership ability to develop staff, establish and maintain standards of performance within a national context for professional nursing practice and comply with administrative requirements.
  
• Superior interpersonal and communication skills sufficient to effectively create relationships to support a healing environment with patients, families, staff, physicians and hospital personnel including senior management in both written and verbal communication.
  
• Proficient EHR technology (Epic preferred), Microsoft, and GE monitoring and Phillips.
  

Licensure, Certifications, and Clearances:

• Act 34
  

UPMC is an Equal Opportunity Employer/Disability/Veteran