Program Manager Senior: Digital Operations - Remote

Job Info

Job Identification: 128701

Job Category: Information Technology

Job Shift: Day

Pay Range: $67.60 - $111.56 per hour

Remote or Onsite: Remote

Job Schedule: Full Time

Job Description

Primary Duties and Responsibilities

The Program Manager Sr – Digital Operations is accountable for the clinical, operational, and financial performance of Hoag’s digital care programs and platforms. This role ensures digital solutions translate into reliable, high ‑ quality care delivery through close partnership with Clinical Leadership, Digital Product, IT, and Operations teams.

This role holds direct accountability for achieving defined targets across staffing models, service levels, clinical throughput, patient experience, and P&L performance (including revenue, utilization/member targets, and cost efficiency). Success is measured by consistently meeting or exceeding agreed ‑ upon clinical and operational SLAs while delivering sustainable financial outcomes.

The role also leads the operationalization and safeguarding of AI ‑ enabled digital tools within the EHR, ensuring safe, compliant, and effective use in clinical care.

Digital Program Operations (Outcomes & SLAs)

• Own day ‑ to ‑ day operational accountability for digital care platforms, ensuring performance meets defined targets (e.g., access/response times, time ‑ to ‑ care, visit completion, abandonment rates).
• Act as primary operational owner for issue resolution and escalations, driving corrective action when SLAs are at risk.
• Monitor utilization and access trends (e.g., demand vs. capacity, conversion to care, appropriate deflection), translating insights into measurable improvements.

Clinical Operations & People Leadership

• Lead virtual Care Coordinators with accountability for staffing coverage, productivity, and quality outcomes aligned to clinical SLAs.
• Define and enforce staffing models and workflows to meet throughput and experience targets (e.g., average handle time, escalation response, documentation completeness).
• Partner with HR and clinical leaders on hiring, onboarding, and capability development to maintain operational readiness.

Financial & P&L Accountability

• Own P&L performance for assigned programs, accountable for meeting revenue, utilization/member growth, cost, and margin targets.
• Manage budgets and forecasts; proactively identify risks and opportunities impacting financial performance.
• Evaluate operational ROI (e.g., cost avoidance, appropriate utilization, productivity gains) and partner with Finance to drive value realization.

Program Launch & Operationalization

• Lead operational readiness, UAT coordination, and launch execution once product scope and design are defined.
• Define care workflows, escalation pathways, documentation standards, and clinical SLAs required for safe, scalable deployment (e.g., response times for urgent vs. non ‑ urgent cases).
• Drive post ‑ launch optimization based on real ‑ world clinical, operational, and financial performance.

Clinical AI Operations & Safeguards

• Lead operational readiness for AI ‑ enabled workflows (including LLM ‑ based experiences) within the EHR.
• Define appropriate use, guardrails, and human ‑ in ‑ the ‑ loop escalation (e.g., safety ‑ sensitive intents routed to clinicians within defined timeframes).
• Oversee clinical testing, evaluation, and monitoring to ensure patient safety, quality, and regulatory alignment.

Performance & Continuous Learning

• Define dashboards tied to clinical outcomes, SLAs, and financial performance; translate results into actionable recommendations.
• Maintain a continuous learning mindset, staying current on digital health, virtual care, and AI through ongoing self ‑ directed education and applying relevant insights to improve outcomes.
• Other related duties as assigned.

Salary : $68 - $112