Sr. Telehealth Workflow Supervisor

Job Title: Ocular Telehealth Workflow Supervisor                                        

Department: Virtual Eye Care / Clinical Operations

Reports To: Vice President of Clinical Services & dotted line to Senior VP of Operations

FLSA Status: Exempt 

Job Summary

The Ocular Telehealth Workflow Supervisor oversees and optimizes remote ophthalmic refraction technologists (“RRT”) workflows to ensure efficient, high-quality, and compliant delivery of tele-ophthalmology and tele-optometry services. This role manages end-to-end ocular telehealth operations, supports clinical and technical teams, and ensures seamless integration of remote refractions, documentation, and doctor review within telehealth platforms and EHR systems.

Key Responsibilities

Ocular Telehealth Workflow & Operations

• Supervise daily tele-ophthalmology and tele-optometry workflows, including scheduling RRTs, oversight of patient exam process with remote Ocular Telehealth Teams. 
• Ensure efficient patient flow for asynchronous and synchronous ocular telehealth services.
• Monitor wait and turnaround times for RRTs refraction testing and documentation, doctor’s image review, reports, and referrals.
• Identify workflow gaps and implement process improvements to enhance quality, efficiency, and patient access.

Staff Supervision & Training

• Supervise telehealth coordinators (2-4), RRTs (20-30), and virtual support personnel.
• Train staff on ocular telehealth workflows, protocols, and patient engagement.
• Manage staffing schedules and coverage to meet service demand.
• Adjust work schedules quickly in response to callouts, high-demand periods, or workflow changes.

• Maintain accurate and timely scheduling data within the workforce management system.

Technology, Imaging & EHR Integration

• Oversee use of telehealth platforms and provide feedback on enhancements.
• Ensure proper RRT refraction procedures and results, charting, and timely transmission for doctor review.
• Collaborate with IT and vendors to troubleshoot workflow, EHR, imaging, or platform issues.
• Support onboarding and optimization of Workflow software and EHR integrations.

Quality, Compliance & Clinical Standards

• Ensure compliance with HIPAA, state licensure requirements, payor guidelines, and telehealth regulations specific to eye care.
• Ensure workflows align with ophthalmology and optometry clinical standards and protocols.
• Support quality assurance reviews, audits, and corrective action plans.
• Promote patient privacy, data security, and compliant remote workforce workplace.

Performance Monitoring & Reporting

• Track key metrics such as RRT’s exam time KPIs, doctor turnaround time, exam wait times and volumes, and customer satisfaction.
• Analyze workflow and clinical data to identify trends and improvement opportunities.
• Prepare monthly operational and quality reports for leadership.

Cross-Functional Collaboration

• Collaborate with ophthalmologists, optometrists, clinical and business leadership, IT, compliance, and training teams.
• Support referral coordination for in-person eye care services when clinically indicated.
• Communicate workflow updates, policy changes, and best practices to staff.

Qualifications

Education

• Associate or bachelor’s degree in healthcare administration, Health Informatics, Ophthalmic Sciences, Optometry, or telehealth services (preferred).

Experience

• 3–5 years of experience in ophthalmology, optometry, or telehealth operations.
• Prior supervisory or workflow leadership experience preferred.
• Experience with telehealth workflow systems and EHR platforms is strongly preferred.

Certifications (Preferred)

• COA, COT, or COMT certification
• MBA Healthcare Practice Management
• Lean, Six Sigma, or process improvement certification

Skills & Competencies

• Strong understanding of ophthalmology/optometry workflows and ocular imaging standards.
• Proficiency with telehealth platforms, and EMR/EHRs.
• Excellent leadership, communication, and organizational skills.
• Ability to manage complex workflows in a remote environment.
• Strong analytical and problem-solving abilities.
• Knowledge of ocular telehealth exams workflow.

Work Environment

• Remote, or hybrid, depending on location.
• May require flexible scheduling to support virtual operations.

Benefits 

• Competitive salary, incentive bonuses, and benefits package
• Health, dental, and vision insurance

• Remote work flexibility
• Paid time off and holidays
• Continuing education and professional development