Program Manager Senior: Digital Operations - Remote

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.

Qualifications

Education and Experience Required

• Bachelor’s degree required.
• 10+ years in healthcare or digital operations with accountability for outcomes.
• Experience with Epic and EHR‑integrated digital platforms.

Education and Experience Preferred

• Experience operating AI‑enabled digital tools (including LLM‑based experiences) in healthcare/EHR contexts.
• Experience leading operational testing, pilots, and post‑launch optimization of digital care programs.

Licenses Required

N/A

Licenses Preferred

N/A

Certifications Required

N/A

Certifications Preferred

N/A

Company

Hoag Memorial Hospital Presbyterian is a nonprofit regional health care delivery network in Orange County, California, consisting of three acute-care hospitals with sixteen urgent care centers, eleven health centers and a network of more than1,800 physicians, 100 allied health members, 8,000 employees, and 2,000 volunteers. More than 30,000 inpatients and 550,000 outpatients choose Hoag each year.

For over 70 years, Hoag has delivered a level of personalized care that is unsurpassed among Orange County’s health care providers. Since 1952, Hoag has served the local communities and continues its mission to provide the highest quality health care services through the core strategies of quality and service, people, physician partnerships, strategic growth, financial stewardship, community benefit and philanthropy.

Hoag offers a comprehensive blend of health care services including six institutes providing specialized care in the areas of cancer, heart and vascular, neurosciences, women's health, orthopedics, and digestive health through our institutes.

Hoag was the highest ranked hospital in Orange County in the 2024-2025 U.S. News &World Report, the only Orange County hospital ranked in the top 10 for California. The organization was ranked the #5 hospital in the Los Angeles Metro Area and the #10 hospital in California.

To learn more about Hoag’s awards and accreditations, visit: https://www.hoag.org/about-hoag/awards-accreditations/.

Hoag is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Hoag is committed to the principle of equal employment opportunity for all employees and providing employees with a work environment free of discrimination and harassment. Hoag hires a diverse group of people in a manner that allows them to reach their full potential in the pursuit of organizational objectives.