Director, Virtual Care Growth

Job Summary

Reporting to the Vice President of Customer Experience Operations, the Director of Virtual Care Growth leads the operational strategy to increase the availability, scope, and efficiency of virtual care across Baylor Scott & White Health. In close partnership with the Medical Group, specifically the Vice President of Virtual Care Customer Experience, the Director is accountable for advancing BSWH toward its goal of delivering up to 40% of adult primary care virtually. This role ensures the work is executed as a durable shift in how care is delivered and supports the broader effort to increase all types of capacity by increasing the portion of care delivered virtually.

Essential Functions

• Use customer research and data-driven approaches to define the customer experience standards for virtual care and ensure that all BSWH virtual options meet those standards

• Leads efforts to make BSWH’s synchronous and asynchronous virtual care platforms customer-centric and intuitive

• Works with technical teams to enable new virtual care capabilities and increase capacity by applying agentic A.I. to virtual care platforms

• Partners with Medical Group clinical leadership to:

• Drive the operational strategy and execution to expand virtual care capacity

• Expand the scope of symptoms treated in and adoption of virtual care

• Convert in-person visits, prescription refills, and in-basket messages into video or asynchronous visits when clinically appropriate

• Scale innovative, hybrid staffing models through primary and specialty care

• Use the shift to virtual as a mechanism to increase total system capacity and meet overall demand

• Partners with Medical Group Access Services to optimize virtual capacity through primary care template design and clinic schedules

• Work with analytics to develop insights into customer adoption of virtual care, experience quality, and outcomes

• Aligns virtual supply with guided demand in coordination with the Reconfigure Care Delivery Channels objective, ensuring sufficient virtual supply exists to deliver on the care guidance customers receive

• Coordinates cross-functionally across Medical Group operations, Digital and Product, Marketing, and Journey teams to remove logistical barriers that providers cite as the largest obstacles to adoption

Key Success Factors

• 7+ years of progressive healthcare operations leadership, including direct experience standing up or scaling virtual care, telehealth, or digital health programs in a multi-site health system

• Demonstrated expertise in primary care or ambulatory operations, including provider scheduling templates, access management, and clinic workflow redesign

• Strong capacity, supply and demand, and workforce planning capabilities, including modeling provider supply against demand and building staffing and ramp plans that are sustainable at scale

• Proven ability to partner with physician and clinical leadership on clinical workflow change, earning provider trust and navigating concerns around autonomy and compensation with data

• Deep prior experience leading multi-workstream transformational efforts, with a track record of driving adoption through clear targets, playbooks, toolkits, and phased rollouts

• Strong analytical orientation

• Advanced degree (MHA, MBA, or a clinical field) preferred

Minimum Requirements

• Bachelor's or 4 years of work experience above the minimum qualification

• 5 Years of Experience

As a health care system committed to improving the health of those we serve, we are asking our employees to model the same behaviours that we promote to our patients. As of January 1, 2012, Baylor Scott & White Health no longer hires individuals who use nicotine products. We are an equal opportunity employer committed to ensuring a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.