Operations Manager, TeleICU

Sound Physicians

Brentwood, TN, US
  • Job Type: Full-Time
  • Function: Operations
  • Post Date: 02/08/2021
  • Website: soundphysicians.com
  • Company Address: 1498 Pacific Avenue, Suite 400, Tacoma, WA, 98402

About Sound Physicians

Sound Physicians is a leading healthcare organization with a proven track record of improving quality, satisfaction and financial performance for its hospital partners nationwide.

Job Description

The Operations Manager, Tele Critical Care, has the responsibility of enabling and maintaining operations at all Sound Critical Care tele ICU Programs. The OM is a critical part of the tele ICU team, ensuring that the implementation of and day-to-day operations of our tele programs are successful, both for Sound Critical Care and our hospital partners. Key responsibilities for the OM include understanding the basic contractual and financial structures of the tele ICU programs, ensuring successful operation and adoption of technology components at each tele program, consistent facilitation and evaluation of processes designed to optimize performance results, execution of Tele Critical Care staffing strategy and functions including licensing, credentialing and compensation management, and partnering with the National Director of Tele ICU Services to provide as needed support to various operational priorities.

Additionally, the OM will act as a liaison between program teams and the Regional Operations teams, establish professional relationships with tele and on-site Clinical Leaders and Operational Leaders, and consistently role model the highest level of customer service to internal and external customers.

The OM will report to the COO/VPO with accountability to the National Director of Tele ICU Services and regional operations leaders directly supported.


  • Be expert in tele critical care technology platform including thought partnership with National Director in optimizing performance and serving as technology product owner. Serve as lead point of contact for areas including but not limited to: third-party tele platform set-up, troubleshoot tele platform access or connections problems, delivery and maintenance issues of rolling carts, etc.
  • Work with partner hospital personnel to ensure appropriate technology set-up and training, completion of tele intensivist EMR training, and troubleshoot connection or access problems of tele intensivists into hospital systems.
  • Be responsible for assigned activities for new tele ICU program implementations.
  • Identify and problem solve day-to-day Sound Critical Care operational issues related to payroll, credentialing, coding/billing, human resources, etc. with assistance of Sound Central Services departments and others.
  • Manage staffing database with tracking of available resources compared against current and contemplated coverage requirements.
  • Assist Sound Licensing and Credentialing teams, as requested, with completion of documents for tele intensivists.
  • Assure onboarding logistics are in place for new tele intensivists and provide assistance with of any onboarding needs including completion of required training and confirmation of access to Sound and hospital systems.
  • Coordinate with Regional Operations team for ordering tele equipment for providers, such as laptops, webcams, headset, monitors, etc.
  • Maintain contact list for all tele intensivists and call lists for partner hospital departments as needed.
  • Continual monitoring and evaluation of schedules and workloads across all tele ICU programs. In collaboration with National Director, identify pathways to balance workloads as needed considering contractual, geographical, and financial constraints.
  • Gather, analyze, and distribute program productivity data and reports. Ensure accuracy of such data and assist National Director with identifying opportunities for improvement.
  • Support National Director in establishing and improving tele critical care workflows.
  • Monitor any operational action plans and facilitate progress as necessary.
  • Support National Director and program PMDs in scheduling and preparing for meetings, including team meetings, internal operations meetings, and hospital meetings. Also, keep meeting minutes at team functions.
  • Assist with invoice prep as requested.
  • Assist with coordination of tele team meetings and cascading organization-wide information and updates to tele program teams.
  • Adhoc projects as assigned. 



  • Ability to effectively prioritize workload in a fast-paced environment 
  • Excellent analytical and organizational skills 
  • Excellent written and oral communication skills
  • Ability to collaborate with multiple teams in a results-driven manner
  • Client service oriented (both internal and external) 
  • Ability to collaborate across departmental lines, establish and maintain strong relationships with internal and external customers
  • Position continually requires demonstrated poise, tact, diplomacy, and good judgment
  • High personal standard for delivering high quality results in a timely manner
  • Humility and servant-leadership focus 
  • Creative and persistent problem solver 
  • Proficiency with Microsoft Office Suite, particularly Excel


Bachelor's Degree in business administration, healthcare administration or similar field

3+ years' experience working with healthcare related operational management. Experience with basic accounting, team building, and managing others will be considered important.


Indoor office environment 
Flight Travel: Infrequent (6 trips or less per year)

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.