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Practice Operations & Workflow

• Manage the day-to-day operations of the telehealth practice across multiple states, ensuring efficient, patient-centered delivery of virtual care.
• Design, implement, and continuously improve clinical and administrative workflows—including intake, scheduling, visit preparation, documentation support, and follow-up—to support quality, access, and provider efficiency at scale.
• Own patient scheduling and intake operations, including new-patient onboarding, appointment coordination, access and wait-time management, and no-show/rescheduling processes.
• Manage the patient consent process, ensuring informed consent, telehealth-specific consents, and required disclosures are captured and documented in accordance with state and payer requirements.
• Establish and monitor follow-up and care-continuity processes so patients receive timely follow-up visits, results communication, and coordination back to their care teams.
• Build standardized operating procedures, playbooks, and templates that can be replicated as the practice expands into new markets.

Multi-State Licensure & Telehealth Regulatory Compliance

• Coordinate provider licensure, credentialing, and payer enrollment across states, partnering with credentialing, HR, and legal teams to ensure providers are appropriately licensed for each state in which they deliver care.
• Track and maintain compliance with state-specific telehealth regulations, including modality requirements, originating-site rules, consent laws, prescribing restrictions, and cross-state practice requirements.
• Monitor changes in federal and state telehealth policy and translate them into operational updates to workflows, consents, and provider guidance.
• Maintain licensure, DEA, and credentialing calendars to prevent lapses that could interrupt patient care or billing.

Billing & Revenue Cycle Compliance

• Ensure telehealth visits are documented, coded, and billed in compliance with Medicare, Medicaid, and commercial payer telehealth rules across states.
• Support accurate billing for care-management and technology-enabled services—such as CCM, APCM, RPM, and TCM—including eligibility, documentation, and time or event capture requirements.
• Partner with revenue cycle and billing teams to monitor claim accuracy, denials, and place-of-service and modifier requirements specific to telehealth.
• Support charge capture, documentation completeness, and audit readiness in coordination with the compliance team.

Provider & Partner Collaboration

• Serve as the operational point of contact for physicians and advanced practice providers, supporting scheduling, coverage, productivity, and day-to-day issue resolution.
• Collaborate closely with other BrightSpring Health Services businesses, such as Home Health, to coordinate referrals, shared patients, visit timing, and care transitions across settings.
• Partner with external care settings and referral sources—including skilled nursing facilities (SNFs), assisted living facilities (ALFs), and health system partners—together with primary care and care management teams, to integrate telehealth into the broader care model.
• Support onboarding and ongoing management of SNF, ALF, and health system partners as the practice scales, including workflow alignment, designated points of contact, and shared service expectations.
• Communicate regularly with central operations, clinical leadership, and cross-functional teams, including IT, compliance, credentialing, and billing.

Performance, Quality & Growth

• Track and report operational KPIs—access and wait times, visit volumes, provider utilization and productivity, documentation timeliness, consent and follow-up completion, and billing-compliance metrics.
• Support documentation quality and quality-measure performance, partnering with clinical and quality teams on accurate capture, reporting, and improvement.
• Identify and lead process-improvement initiatives to increase efficiency, quality, and the patient and provider experience.
• Support expansion of the telehealth practice into new states, markets, and facility and health system partnerships, including operational readiness, workflow build-out, and staffing coordination.
• Support technology-supported care operations—telehealth platform, remote patient monitoring, EHR workflows, and scheduling systems—partnering with IT and vendors to resolve issues and optimize the virtual care experience.
• Participate in required trainings, meetings, performance reviews, and leadership forums as directed by senior leadership.