Jennifer Pham

Digital Health Operations Manager @Novant Health

Charlotte, NC, US

Oversaw day-to-day operational activities and vendor performance to ensure service quality and contract compliance.• Managed issue resolution through root cause analysis and execution of corrective action plans.• Led implementation of new systems, processes, and telehealth technologies across the organization.• Produced and distributed comprehensive monthly quality and performance reports to leadership and stakeholders.• Managed professional billing and denial processes, ensuring accuracy and compliance with financial standards.• Coordinated timely payment and reconciliation of vendor invoices.• Served as the central point of contact for technical monitoring, upgrades, and communications across teams (HRS, TeleDoc, Adjacent, Sevaro, Caregility).• Developed, maintained, and standardized operating procedure (SOP) catalogues for telehealth operations.• Acted as technology subject matter expert (SME), providing training and guidance to cross-functional teams.• Managed the central acute care telehealth mailbox, ensuring timely response and coordination of requests.• Collected, analyzed, and maintained operational data snapshots to support decision-making and reporting.• Led onboarding and training of new team members, ensuring effective integration into telehealth operations.

University of North Carolina at Charlotte

Masters of Health Administration

University of North Carolina at Charlotte

Bachelor of Science - BS