Program Manager, Principal, Telehealth & Behavioral Health Innovation

At Blue Shield of California we are parents, leader, students, visionaries, heroes, and providers. Everyday we come together striving to fulfill our mission, to ensure all Californians have access to high-quality health care at a sustainably affordable price. For more than 80 years, Blue Shield of California has been dedicated to transforming health care by making it more accessible, cost-effective, and customer-centric. We are a not-for-profit, independent member of the Blue Cross Blue Shield Association with 6,800 employees, more than $20 billion in annual revenue and 4.3 million members. The company has contributed more than $500 million to Blue Shield of California Foundation since 2002 to have a positive impact on California communities. Blue Shield of California is headquartered in Oakland, California with 18 additional locations including Sacramento, Los Angeles, and San Diego. We're excited to share Blue Shield of California has received awards and recognition for - LGBT diversity, quality improvement, most influential women in corporate America, Bay Area's top companies in volunteering & giving, and one of the world's most ethical companies. Here at Blue Shield of California, we're striving to make a positive change across our industry and the communities we live in - Join us!


Job Summary

COVID-19 is revolutionizing healthcare delivery and telehealth is no exception. Telehealth utilization has accelerated exponentially from 11% of consumers in 2019 to 46% currently as in-person visits are curtailed. Providers have rapidly scaled telehealth capabilities as well; seeing 50-175 times the number of patients virtually compared to previously. Given the rapid expansion in patient/provider adoption its estimated that up to $250 billion in current US healthcare spending could be virtualized. Early telehealth adopters/drivers can solidify first mover advantage by acting early & aggressively. Blue Shield's current fragmented telehealth point solutions environment lack a cohesive value proposition and member communication/navigation is sub-optimal. Blue Shield of California is committed to a new telehealth vision and product suite which requires leaders with the clinical experience, business acumen, personal conviction and entrepreneurial spirit to make change happen; quickly and at scale.

  • Establishing and implementing a strategic roadmap for virtual care and telehealth including delivery of core consumer services, innovation efforts, and moonshot initiative development to leapfrog the industry. Comprehensive documentation and strategies for success of all telehealth and virtual care mandates & regulations, inclusive of ancillary business decisions in support of a post-COVID public policy position. Ongoing accountability for state/federal regulatory telehealth compliance.
  • Support Director/Sr Director Virtual Care Innovation in leading the development of telehealth strategic plan and subsequent implementation.
  • Frequent interactions with key internal (Health Solutions, Commercial/Consumer Markets, Marketing, IT, Finance, Legal, etc.) and external (vendors, state/federal regulators, etc.) stakeholders to ensure a variety of telehealth initiatives are deployed consistent with the BSC strategy and on a timely/cost-effective basis.
  • Development and communication of telehealth reporting inclusive of key performance indicators (member/provider satisfaction, clinical, operational, financial), variance to goal and suggested future actions.
  • Telehealth subject matter expert for both outgoing and incoming RFPs and various telehealth inquiries. This includes establishing vendor evaluation business processes and a strategic framework to ensure vendor selection aligns with organization priorities.
  • Incumbent will report to the Director/Sr Director, Virtual Care Innovation and will have frequent interactions with multiple executives and officers at Blue Shield given the breadth and scope of telehealth responsibilities.


Knowledge and Experience

We are looking for a candidate truly committed to helping to revolutionalize how consumers access healthcare. Solid clinical, operational and financial experience is required with highly complex, cross-functional initiatives and a candidate who wants an opportunity to deliver against one of the critical pillars of Blue Shield's corporate strategy. This is a highly visible position that will require executive ready presentation and navigation abilities and skills. The incumbent must apply system thinking and influence in support of achieving Blue Shield of California's social mission of affordable care worthy of family and friends for all Californians.
  • Highly skilled in core competencies of project and program management and/or innovation.
  • Strong interpersonal and influencing skills to drive work across teams and organizations within Blue Shield.
  • Strong understanding of key tenants of program success (product, pricing and underwriting, network contracts, sales and marketing, customer experience).
  • Excellent interpersonal communication and presentation skills.
  • Familiar with regulatory requirements and laws pertaining to health care and telehealth specifically.
  • 3 or more years' experience with program/product management and/or innovation.
  • Experience managing highly complex, large, cross functional programs.
  • Proven ability to contribute as a key member of highly effective and high performing teams.
  • Track record of driving cross-functional collaboration.
  • Bachelor's degree required, master's degree preferred.
  • Prior telehealth experience preferred.
  • 10 years experience in a health care setting, preferably in a health plan, health care consulting group, or health care provider group.

Physical Requirements

Office Environment - roles involving part to full time schedule in Office Environment. Based in our physical offices and work from home office/deskwork - Activity level: Sedentary, frequency most of work day.
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External hires must pass a background check/drug screen. Qualified applicants with arrest records and/or conviction records will be considered for employment in a manner consistent with Federal, State and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or disability status and any other classification protected by Federal, State and local laws.EEO Policy