Associate Chief of Virtual Same Day Services |Optum MA

UnitedHealth Group•Auburndale, MA

11h•Remote

About The Position

Atrius Health, part of the Optum family of businesses, is seeking an Associate Chief of Virtual Same Day Services, Optum Massachusetts to join our team in Auburndale, MA. Optum is a clinician-led care organization that is changing the way clinicians work and live. As a member of the Optum Care Delivery team, you’ll be an integral part of our vision to make healthcare better for everyone. At Optum, you’ll have the clinical resources, data and support of a global organization behind you so you can help your patients live healthier lives. We believe you deserve an exceptional career, and will empower you to live your best life at work and at home. Experience the fulfillment of advancing the health of your community with the excitement of contributing new practice ideas and initiatives that could help improve care for millions of patients across the country. Because together, we have the power to make health care better for everyone. Join us and discover how rewarding medicine can be while Caring. Connecting. Growing together. The Associate Chief of Virtual Same Day Services for Optum Massachusetts is responsible for the execution of strategy and goals at the departmental level. Provides leadership of clinical care in the designated department to achieve performance excellence in cost reduction, high quality, sustained high patient satisfaction, and physician engagement. Efforts are focused on aligning clinical activities within the department to fulfill Optum MA’s mission of partnering with our patients to make it easier to be healthy. Oversight and responsibility for the implementation of mission-specific strategies and tactics. Works collaboratively with colleagues and staff, Optum Massachusetts management, Clinical and Operational Leadership and the community. Responsible for the management of Clinical Staff within the department. Serves as a respected clinician. Leads by example in all aspects of leadership and clinical practice. In the virtual care setting, ensures the appropriate use of telehealth platforms, digital tools, and asynchronous communication methods to delivery timely, effective, and patient-centered care. Has ownership for resolving performance issues. The position will comprise a 0.15 FTE for administrative duties (6 hours/week). This position is also responsible for maintaining an active clinical FTE.

Requirements

Licensed in the State of Massachusetts as a Medical Doctor (M.D.) or Doctor of Osteopathic Medicine (D.O.), Physician Assistant (PA), or Nurse Practitioner (NP).
Additional degree(s) in business administration, public health or clinical operations desirable.
American Heart Association Basic Life Support (BLS) required.
Advanced Cardiac Life Support (ACLS) may be required based on specialty.
A well-respected clinician with skills and experience typically acquired through at least 0-5 years of experience (in larger departments or areas 3-5 years of experience may be preferred), actively practicing in the area of specialty.
Proven leadership experience or training is preferred.
Understanding of basic quality assessment and improvement methods.
Must complete ongoing Leadership Development activities as provided by the organization within first 18 months of appointment.
Beliefs are aligned with the Optum Massachusetts vision and mission.
Experience or strong familiarity with virtual care delivery models, digital health technologies, and operational leadership in ambulatory or urgent care setting is strongly preferred.
Direct experience in telehealth program development, quality oversight, or innovation initiatives is a plus.
An inquiring, analytic and independent thinker, respectful and engaging of staff, and passionate about continuous improvement in the pursuit of transformational excellence.
Excellent public presentation skills.
Excellent written and verbal communication skills.
Comfortable leading within a fast-paced, digitally enable care environment.
Demonstrated ability to drive performance and clinician engagement in virtual teams.
Able to use all electronic tools and applications relevant to the performance of the duties of the position, including but not limited to phone, keyboard, computer and computer applications.
Performs all job functions in compliance with applicable federal, state, local and company policies and procedures.
Accesses only the minimum necessary protected health information (PHI) for the performance of job duties. Actively protects the confidentiality and privacy of all protected health information they access in all its forms (written, verbal, and electronic, etc.) taking reasonable precautions to prohibit unauthorized access. Complies with all Optum MA and departmental privacy policies, procedures and protocols. Follows HIPAA privacy guidelines without deviation when handling protected health information.

Nice To Haves

Additional degree(s) in business administration, public health or clinical operations desirable.
Advanced Cardiac Life Support (ACLS) may be required based on specialty.
Proven leadership experience or training is preferred.
Experience or strong familiarity with virtual care delivery models, digital health technologies, and operational leadership in ambulatory or urgent care setting is strongly preferred.
Direct experience in telehealth program development, quality oversight, or innovation initiatives is a plus.

Responsibilities

Responsible for the management and delivery of care needed to ensure that the department’s patients receive high quality, patient centric and safe care.
Ensures high standards for digital care delivery including responsiveness, clinical appropriateness of virtual visits, care continuity, and integration with in-person services when escalation is needed.
Is a key member of the clinical leadership team with a focus on both site and/or specialty clinical issues. Coordinates with Chiefs within and across Primary Care, Specialty, and Ancillary departments. Works closely with Nursing leadership and Site management. Ensures that high quality patient care is delivered in a resource efficient manner.
Serves as a clinical leader interface between the Specialty Administration and physicians. Works on implementing strategic goals for the Specialty, including development of local Specialty strategies or business development opportunities.
Communicates with the departments across Optum Massachusetts to promote understanding and alignment with the strategic goals of the organization, ensuring that department physicians meet organizational benchmarks and standards. Reviews, interprets, prioritizes, and distributes meaningful practice management and clinical quality data, including responsibility for reviewing practice variation metrics and implementing or recommending solutions to identified issues. Is held accountable for achieving identified departmental metrics and is the department leader in setting expectations throughout the department on behaviors related to Care Improvement and Managing for Daily Improvement (MDI).
Oversees implementation of organizational or initiatives at the local level. Plans and manages on-going projects within the department.
Identifies and implements best practices for virtual care workflows, including triage, scheduling optimization, and clinical documentation unique to same-day digital encounters.
As clinical leader working on behalf of the Specialty Administration, implements cost savings measures (such as OU savings, preferred hospitals) within department as appropriate. Maximizes use of organizational clinical and non-clinical resources including Care Improvement technologies.
Ensures appropriate use of virtual care technology, collaborating with digital health and IT teams to optimize platforms for clinician usability, data integration, and patient access.
Drives change within the department using organizational tools such as MDI. Energizes the staff to move toward acceptance of new initiatives. Seeks opportunities to translate initiatives into practical application. Encourages involvement and creativity of clinical and non-clinical staff to achieve objectives.
On a local level is responsible for the implementation of Care Improvement (LEAN) initiatives and principles. Demonstrates leadership that creates and fosters a culture of continuous process improvement in the department. Responsible for implementation of standard work within the department.
Serves as front line clinician leader responsible for execution of well- articulated organizational goals at local level within the department. Sets appropriate expectations and accountability for meeting organizational goals. Ensures that organizational goals and objectives are well communicated to clinicians to promote understanding and alignment with the strategic goals of the organization.
Ensures success of clinician impact on local level, modeling appropriate behaviors for clinicians within the group and mentoring as needed.
Models organizational expectations of Service Excellence for clinicians within department of responsibility. Promotes and engages in effective measures to maintain and improve the highest levels of patient satisfaction within the department.
In the virtual setting, prioritizes digital bedside manner, patient privacy, and equitable access to care across diverse populations.
When applicable, helps optimize relationships with local hospitals and community providers of care to patients. May work with leadership to manage relationships to ensure patients have access to high quality care, cost effective care from outside sources when needed.
Sets agendas and manages local clinical team meetings.
Represents department in other specialty and site venues as requested. Attends regular and ad hoc meetings where Specialty or Chief representation is needed.
Maintains an active practice at Optum Massachusetts as a clinical provider.
Performs other duties as assigned.
Engages staff in formulating effective working relationships within the department. Promotes a collaborative team-based work environment and manages conflicts that may arise within departments, between departments, and with patients.
Supervises a group of clinical staff and collaborates closely with other clinical and non-clinical staff, including Supervisors and Site Administrators. Carries out supervisory responsibilities within areas of responsibility in accordance with the organization's policies and applicable laws. Leads effective recruitment and hiring of new clinicians for the department. May also consult and advise in the hiring of non-clinical staff. Ensures that all clinicians within department receive appropriate orientation and mentoring. Provides mentorship and performance feedback specifically tailored to the unique demands of virtual care delivery, including digital communication, visit efficiency, and appropriateness of care modality (video vs phone vs in-person). Manages day to day clinician performance. Provides ongoing feedback in a timely manner. Meets with clinicians regularly throughout year to provide ongoing feedback and management. Conducts formal annual reviews for department clinicians. Fosters a positive team environment for clinicians in area of responsibility.
Collaborates with HR in terms of ensuring that all employees maintain and support the Code of Conduct of the larger organization. Engages with HR for any physician level employee relations issue.
Supports personalized career development for all clinicians in the department throughout their Optum Massachusetts careers. Serves as facilitator in arranging work and educational opportunities to meet career objectives. May work with other internal departments as needed.
Ensures adequate clinical office and on-call coverage for the practice. Assesses local department clinician and non-clinician staffing needs and makes recommendations regarding staffing levels. Develops and maintains clinician coverage models for high-demand periods in virtual care, ensuring same-day responsiveness while managing clinician workload and wellness.