Program Director, Virtual Care Service Design & Development

Job Description

Job ID: 1186055
Employment Status: Full-Time
Your Career. Made Better.

BJC HealthCare is one of the largest nonprofit health care organizations in the United States, delivering services to residents primarily in the greater St. Louis, southern Illinois and mid-Missouri regions. BJC serves patients and their families in urban, suburban and rural communities through its 15 hospitals and multiple community health locations. Services include inpatient and outpatient care, primary care, community health and wellness, workplace health, home health, community mental health, rehabilitation, long-term care and hospice.

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Role Purpose

Accountable for all operational and strategic deliverables including the design and delivery of virtual care services of a defined virtual care channel to enable access to healthcare services throughout the system in a more convenient and cost effective way. Responsible for working in a highly matrixed structure to plan, coordinate and lead the virtual care channel strategic initiatives as well as overseeing channel operations; includes establishing contracts and service level agreements. Responsible for designing virtual care services that meet client needs and can be delivered in a fashion that allows financial targets to be achieved. Responsible for engaging with senior executives and key stakeholders across BJC and WUSM, facilitating effective communication, preparing and delivering reports and providing assistance with key projects as needed. Also responsible for providing leadership of diverse professionals who will contribute to virtual care project implementations and ongoing operations.


  • Designs virtual care programs for channel development in partnership with physician, clinical and operational leaders. Provides leadership and facilitation for business case development and feasibility assessment for channel-specific virtual care services to increase access, offer more convenient services, grow volume/market share, and improve bottom line performance. Develops solutions that meet client needs and can be delivered in a fashion that allows financial targets to be achieved. Understands, anticipates, and influences customer demand for services and ensures that delivery entities are capable to fulfill the demand. Works with operations to ensure cost containment and reduction per the defined virtual care operating model. Having total overview of all channel services, spots risks and adjusts plans and execution in cooperation with other key delivery partners.
  • Serves as BJC's lead virtual care owner for specified channel strategic initiatives. Manages implementation as well as the technical operations supporting all operational needs as requested. Oversees implementation plans, stakeholder meetings, goals, strategic initiatives, deliverables and timeline ensuring appropriate allotment of resources and adequate vendor performance, where appropriate. Identifies further service & project opportunities to grow business & revenue. Works closely with assigned project managers to track project status, issues and issue resolution. Proactively oversees teams providing in scope services coordinating with information technology, operational and clinical partners.
  • Conducts competitive intelligence for virtual care services in conjunction with BJC strategic planning. Participates in the development of the virtual care strategic plan. Monitors key performance indicators and service level agreements for the virtual care program identifying negative trends and expansion opportunities. Recommends, consults and implements ongoing enhancements and expansion opportunities.
  • Serves as the primary liaison for channel virtual care program stakeholders including BJC HSOs, WUSM, and BJC Medical Group. Responsible for developing and maintaining a structure to keep key stakeholders engaged and informed of ongoing operations internally. Also responsible for providing updates to the virtual care work group. Proactively manages the day-to-day relationship with the client(s)/client representatives to ensure a high level of satisfaction. Becomes a point of escalation for customer issues.
  • Responsible for partnering with other subject matter experts to develop virtual care expertise and standard work processes related to identified functions (such as, transfer center operations, credentialing and privileging, legal and contracting, and strategic planning). Acts as the key liaison to these areas and responsible for sharing this knowledge with other virtual care leaders. Knows where to go within the delivery organization to get issues address and resolved. Maintains compliance to regulatory obligations and ensures that operations are delivered securely.
  • Virtual Care Service Delivery Management covers the management of ongoing services to clients. Ensures service meets contractual requirements and service level agreements. Agrees on service improvements together with the client. Gains a thorough understanding of client’s business and develops/maintains relationships with clients and service delivery partners. Manages the contract aspects to develop the scope of work and changes including change orders and SOW changes. Works closes with legal team on contract items. Oversees contract change process as part of contract management and maintenance to ensure contractual consistency. Works with service delivery partners to ensure all relevant process documentation reflects best practices and client requirements. Assess quality of work produced by the teams providing services (reports, project deliverables, etc.) to ensure consistency and accuracy of information. Provides feedback and coaching to avoid recurring errors. Manage client satisfaction for owned services.

  • Minimum Requirements



  • Bachelor's Degree


  • 5-10 years

    Supervisor Experience

  • 2-5 years


    Preferred Requirements and Additional Job Information



  • Master's Degree
  • - Healthcare Admin/related



  • 10+ years

    Supervisor Experience

  • 5-10 years

  • Benefits Statement

    Note: not all benefits apply to all openings

    -  Comprehensive medical, dental, life insurance, and disability plan options
    -  Pension Plan*/403(b) Plan
    -  401(k) plan
    -  Tuition Assistance
    -  Health Care and Dependent Care Reimbursement Accounts
    -  On-Site Fitness Center (depending on location)
    -  Paid Time Off Program for vacation, holiday and sick time

    *Pension does not apply to Memorial Hospital, Memorial Hospital East, Memorial Medical Group, Alton Memorial or Parkland Health Center

    Legal Statement

    The above information on this description has been designed to indicate the general nature and level of work performed by employees in this position. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job.


    Equal Opportunity Employer