Access Center Manager, Telehealth

Job Summary

Responsible for supervising the telehealth program staff, including safety observation technicians and other telehealth program staff, while functioning as a member of the University of Maryland Access Center leadership team. Responsible for day-to-day unit operations and performance including staffing, equipment, and support for information systems. Formulates and recommends changes to telehealth processes for the University of Maryland Medical System. Serves as an advocate and resource for the telehealth program staff. Responsible for completing performance management, coaching, and evaluations. Work is performed under limited supervision. Direct report to the Director, University of Maryland Access Center and coordinates with the Medical Director, UMMS Center for Telehealth.

Primary Responsibilities

The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all job responsibilities performed.

• Develop, implement, and maintain standardized telehealth workflows, policies, and procedures.
• Ensure consistent application of Access Center and UMMS operational standards.
• Identify operational gaps, inefficiencies, and risks; design and implement corrective action plans with sustainment strategies.
• Ensure telehealth programs are fully staffed and operational 24/7 in collaboration with supervisory staff.
• Serve as a subject matter expert in the Electronic Health Record (EPIC), with specific focus on telehealth workflows.
• Oversee EPIC configuration, optimization, and alignment with operational processes.
• Support staff in EPIC and related telehealth technologies.
• Create, modify, and analyze reports across EPIC and other platforms to monitor performance, trends, and outcomes.
• Lead performance improvement initiatives driven by data and operational metrics.
• Directly manage telehealth program staff, including performance evaluations, coaching, and professional development.
• Promote a culture of accountability, engagement, and continuous improvement.
• Apply Just Culture principles consistently in performance management and corrective actions.
• Routinely audit staff performance through system records, documentation, and audio review, providing timely feedback.
• Collaborate with IT teams and external vendors to ensure reliable, secure, and optimized telehealth systems.
• Partner with UMAC leadership, HR, and member organizations to align telehealth services with operational needs.
• Address and resolve operational concerns through structured investigation and follow-up.
• Maintain accountability for the departmental budget.
• Prepare and present monthly budget variance analyses.
• Develop and implement action plans to address variances and identify cost-saving opportunities.
• Continuously evaluate financial performance to ensure fiscal responsibility.
• Support patient safety initiatives related to telehealth operations.
• Identify and escalate risks, near misses, and process vulnerabilities.
• Participate in organizational quality and safety improvement efforts.
• Perform all other duties as assigned.

Education & Experience - Required

• Bachelor’s degree in health-related, business, technology, or administrative field.
• If a nurse, then RN licensure with current licensure in the State of Maryland.
• Five (5) years of experience with, or a combination of, clinical operations, patient safety, and technology oversight.
• Two (2) years of direct people leadership or supervisory experience.
• Demonstrated experience with Electronic Health Records (EPIC preferred).
• Demonstrated experience with excel and data analysis of large data sets.

Education & Experience - Preferred

• Master’s degree in Healthcare Administration, Public Health, Business Administration, Health Informatics, or related field.
• Experience with operational budget and finances.
• Experience with telehealth/telemedicine, virtual care, or high-reliability operations.
• Experience with 24/7 staffing operations.
• Advanced data analysis and reporting skills (Excel or comparable tools).