Manager, Physician Support Operations in Fort Myers, Florida at TeleSpecialists LLC
Job Description
This is a 100% in-office position at our Fort Myers, FL office.
About Us:
TeleSpecialists is transforming healthcare delivery as the nation's largest and fastest-growing digital healthcare leader. By providing expert neurological and psychiatric care directly to over 400 hospitals and health systems across the country, we don't just provide care; we pioneer solutions that make quality healthcare easily accessible.
Join a team where your passion meets our purpose. If you’re inspired by innovation, thrive in a collaborative and entrepreneurial environment, and want to be a part of a team that’s reshaping the future of patient care, we want you on our team. At TeleSpecialists, you'll discover more than just a job. You will be able to experience meaningful work, accelerated career growth, and the opportunity to redefine healthcare for the future.
Tele Specialists Offers:
- A great culture with a team environment
- A fun, diverse work environment
- A rapidly growing company with career advancement opportunities
- Medical, Dental and Vision benefits
- Tuition Reimbursement
- 401k match
- Paid Vacation
- Leadership Training Classes
- Mentorship Program
About The Role:
Under minimal supervision, the Manager, Physician Support Operations leads the 24/7 team responsible for providing rapid operational support to physicians delivering telemedicine services. The team performs time-sensitive triage of physician access, telehealth platform, facility cart, credential, and workflow issues. The primary objective is to protect continuity of patient care by quickly determining and coordinating the appropriate next action, including restoring access, validating the correct workflow or platform, contacting a hospital partner, transitioning to an approved alternate consult method, returning a physician to the appropriate queue, transferring coverage, or escalating the underlying issue to Information Technology, Physician Access, Clinical Operations, a hospital partner, or a vendor.
This function provides first-line operational triage and basic troubleshooting. It is not a traditional IT service desk responsible for fully diagnosing and resolving all endpoint, network, hardware, or application problems. Issues requiring deeper technical investigation are documented and escalated to the appropriate team while Physician Support Operations focuses on timely decisions, clear communication, and continuity of service.
Essential Duties and Responsibilities:
- Oversee daily operations of the 24/7 Physician Support Operations team, ensuring timely, consistent, and effective support for physicians and clinical operations personnel.
- Develop, mentor, and lead a high-performing team of physician support specialists, with emphasis on sound judgment, service ownership, communication, quality, and continuous improvement.
- Establish and maintain time-sensitive triage and escalation protocols for physician access, telehealth platform, facility cart, credential, workflow, and consult-continuity issues.
- Ensure team members rapidly assess each request and determine the appropriate action, including basic troubleshooting, facility coordination, alternate consult workflows, queue reassignment, coverage transfer, or escalation.
- Implement and maintain ticket-auditing and quality-assurance processes to confirm that support requests are documented accurately, decisions follow approved procedures, and escalations are timely and appropriate.
- Serve as the operational point of escalation for complex or high-impact physician support issues, coordinating resources and decisions across Information Technology, Physician Access, Clinical Operations, hospital partners, and vendors.
- Collaborate with Information Technology and other stakeholders to define ownership boundaries, escalation paths, and support protocols for EMRs, telemedicine platforms, identity and access, video technologies, and facility equipment.
- Serve as a liaison among physicians, Information Technology, hospital partners, Physician Access, and Clinical Operations to ensure support processes meet clinical and operational requirements.
- Coordinate onboarding and ongoing training for team members on systems, workflows, decision protocols, documentation standards, communication expectations, and new technologies.
- Monitor service metrics and performance indicators, including response time, decision time, escalation quality, documentation accuracy, queue impact, service recovery, and physician satisfaction.
- Analyze tickets and operational trends to identify recurring access, workflow, facility, platform, or technology issues and recommend process, training, or system improvements.
- Partner with technical teams to ensure recurring incidents and unresolved root causes are handed off with sufficient documentation for investigation and corrective action.
- Maintain current knowledge of telehealth operations, physician-support workflows, applicable technologies, equipment, laws, regulations, standards, and organizational procedures.
- Participate in a rotating after-hours on-call schedule.
- Perform other job-related duties as assigned.
Qualifications:
- Bachelor's degree in Information Technology, Healthcare Administration, Health Information Management, Clinical Informatics, Business, or a related field, or equivalent relevant experience.
- Minimum of five years of experience in physician support, healthcare operations, clinical support, contact-center operations, service-desk triage, technical support, or a related high-urgency service environment.
- Minimum of two years of management or leadership experience, preferably supporting a 24/7 operation.
- Experience leading teams that make rapid, protocol-based decisions and coordinate escalations across multiple departments or external partners.
- Working knowledge of healthcare systems and telemedicine workflows, including EMRs, telehealth platforms, video solutions, identity and access, and facility-based equipment.
- Experience with ticketing systems, queue management, quality assurance, ticket auditing, coaching, workforce coordination, and performance reporting.
Preferred Qualifications
- Experience supporting physicians in telemedicine, hospital, clinical operations, or healthcare contact-center environments.
- Background in Clinical Informatics, Health Information Management, Healthcare IT, Physician Access, or a closely related field.
- Experience developing triage protocols, escalation matrices, standard operating procedures, training programs, or quality-audit frameworks.
- Technical support experience involving EMRs, telemedicine carts, video platforms, authentication, or access issues.
Knowledge, Skills, and Abilities:
- Ability to distinguish between issues suitable for immediate first-line resolution and issues requiring escalation to Information Technology, Physician Access, Clinical Operations, a hospital partner, or a vendor.
- Excellent written and verbal communication skills, with a strong focus on physician support, customer service, de-escalation, and clear decision communication.
- Demonstrated problem-solving ability, sound judgment, and composure when managing time-sensitive issues that may affect patient-care workflows.
- Ability to work independently and collaboratively, manage competing priorities, and adapt to changing operational conditions.
- Ability to work flexible hours as required, including evenings and weekends.
Key Competencies
- Operational leadership and accountability
- Time-sensitive triage and decision-making
- Physician and hospital-partner service
- Escalation management and cross-functional coordination
- Quality assurance, coaching, and process improvement
- Clear communication under pressure
- Healthcare workflow and telehealth awareness
Travel Requirements (if applicable):
Minimal: 0%-5%
Other Duties:
This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Duties, responsibilities, and activities may change or be assigned at any time based on business needs.
Physical Requirements:
- Must be able to remain in a stationary position (sitting or standing) for prolonged periods, often up to 75% of the workday.
- Needs to occasionally move about inside the office to access file cabinets, office machinery, or shared workspaces.
- Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and printer.
- Must be able to exchange accurate information with clients and co-workers in person, over the phone, and via digital platforms.
- Occasionally moves or transports office supplies, files, or equipment weighing up to 25 pounds.
- Occasionally positions self to maintain files in cabinets or access equipment stored in low or high areas.
- Requires close visual acuity to perform activities such as preparing and analyzing data, transcribing, and viewing a computer monitor for extended periods.
Equal Employment Opportunity & ADA Statement
The Company is an equal opportunity employer and is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other status protected by applicable law. The Company will provide reasonable accommodations for qualified individuals with disabilities in accordance with applicable laws.
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