Virtual Safety Coordinator (VSC) Operations Manager

Location: BGC

Thank you for considering a career at Bon Secours Mercy Health!

Scheduled Weekly Hours

40

Work Shift

7pm to 4am (Philippines)

Primary Function/General Purpose of Position

The Virtual Safety Coordinator/Companion (VSC) Operations Manager provides operational leadership and management for the Virtual Safety Companion Program, overseeing the delivery of safe, effective, and efficient virtual patient monitoring services across a 24/7 operation. This role is accountable for workforce planning, staffing strategy, operational performance, clinical workflow adherence, quality outcomes, and team development.

The Operations Manager serves as the primary operational partner to clinical and operational leadership, ensuring alignment with patient safety priorities, service expectations, and organizational goals. The role provides leadership and development for supervisors and frontline associates while fostering a culture of accountability, continuous improvement, and operational excellence.

Essential Job Functions

Provides overall leadership and operational oversight for the Virtual Safety Companion function, ensuring consistent execution of patient monitoring services across a 24/7 operation.

Leads workforce management activities including scheduling strategy, staffing plans, coverage optimization, capacity planning, timekeeping oversight, and resource allocation to maintain continuous service levels.

Provides operational oversight and serves as the primary escalation point for supervisors, associates, and cross-functional partners

Leads assigned implementations and projects, coordinating scope, workflows, documentation, training, and launched readiness to achieve defined objectives

Builds, develops, and leads high-performing teams through coaching, performance management, mentoring, and professional development initiatives.

Partners effectively with U.S.-based nursing, clinical, and operational leaders to ensure clear communication, operational transparency, issue resolution, and alignment with organizational priorities.

Monitors operational, quality, productivity, and patient safety metrics; identifies trends and implements improvement initiatives to drive performance and service excellence.

Works collaboratively to define and optimize processes for effectiveness, efficiency, and consistency and ensure adherence to departmental policies, standard operating procedures, regulatory requirements, privacy standards, and patient safety protocols.

Supports quality assurance activities, patient safety investigations, root cause analyses

Collaborate with organizational leaders to keep pace with a rapidly expanding program by anticipating workforce and budgeting needs, evaluating service delivery models, technology enhancements, and future growth opportunities

Manages multiple implementations simultaneously assisting the team to deliver launches on time while ensuring onboarding, training, competency validation, and ongoing education programs are effectively executed for all VSC team members.

Demonstrates effective crisis management and critical decision-making skills. Comfortable operating without clearly defined instructions or precedent

Coordinates issue resolution with appropriate functional partners to support service continuity

The manager will also provide professional guidance, setting performance expectations, guiding professional development, and mentorship to the supervisors/leaders, fostering their development and enhancing the overall performance.

Licensing/Certification

Not applicable to this position

Education

Bachelor’s degree in nursing, public health administration, allied medicine, or other related fields (Required)

Work Experience

• 7+ years of healthcare, patient safety, clinical operations, virtual care, or related healthcare experience. (Required)
• 5+ years of progressive leadership experience managing supervisors, team leaders, or large operational teams. (Required)
• Demonstrated experience managing 24/7 operations, including staffing, scheduling, workforce planning, and operational performance. (Required)
• Experience collaborating with executive, nursing, and operational leaders in a healthcare environment. (Required)
• Prior experience supporting virtual patient monitoring, telehealth, centralized operations, or command center functions. (Preferred)
• Experience working within a shared services or global delivery model. (Preferred)
• Experience leading Process improvement initiatives or global function transformations (Preferred)

Skills

Team development and performance management

• Change management and continuous improvement
• Operational problem solving and critical thinking
• Strategic decision making and adaptability
• Cross-functional collaboration and relationship building
• Project management and implementation skills
• Patient centered leadership and service excellence
• Healthcare privacy, confidentiality, and data security requirements
• Critical Decision-making capabilities
• Judgement and decision-making in ambiguous situations
• Comfortable with owning success of 24/7 clinical operation
• As a Bon Secours Mercy Health associate, you’re part of a Mission that matters. We support your well-being – personally and professionally. Our benefits are built to grow with you and meet your unique needs, every step of the way.

What we offer

• Comprehensive HMO medical coverage, retirement plan and group life and accident insurance
• One-time Work From Home allowance, connectivity allowance, wellness allowance and role-specific allowances
• Paid vacation and sick leave
• Government-mandated benefits: SSS, PhilHealth and Pag-IBIG contributions
• Flexible working model with hybrid, onsite or virtual arrangements (based on role and business need)
• Mission-driven culture events, community outreach and service opportunities
• Learning and development programs, mentorship and clear career growth pathways
• Modern, collaborative office spaces and regular engagement and culture-building activities
• Benefits may vary based on employment terms and role.

Department

Virtual Safety Companions - BSMH Global Business Systems

It is our policy to comply with all applicable Philippine labor laws and regulations and to uphold equal employment opportunity in all aspects of recruitment and employment.

All applicants will be considered for employment based on merit, qualifications, and business requirements, without regard to race, color, ethnicity, religion, sex, sexual orientation, gender identity or expression, civil status, age, disability, genetic information, nationality, or any other status protected under Philippine law.

We are committed to providing an inclusive workplace free from unlawful discrimination and harassment.

If you are a person with a disability and require reasonable accommodation as part of the application or selection process, please contact the Talent Acquisition Team at [email protected]. We will work with you to provide appropriate assistance in accordance with applicable laws and company policy.