Ardent Health Services (AHS) is a national health care services company headquartered in Nashville, TN. Through its subsidiaries, Ardent owns and operates nearly 200 sites of care. Our subsidiaries own and operate hospitals and multispecialty physician practices in six states. Ardent includes 30 hospitals, 4,840 patient beds, 23,000 employees, and 1,700 employed physicians. Within the industry, we are noted for recognizing that every hospital is as unique as the community it serves. This in-depth understanding of how health care works at the local level is one of our great strengths.

POSITION SUMMARY

The Consumer Clinical Experience Specialist will help oversee clinically focused consumer experience initiatives that engage consumers through data and analysis. This role will collaborate with clinical, operational, technical, and business stakeholders to evaluate technology, solutions and vendors that will impact the overall clinically-aligned consumer experience.

This position is supported by a cross-functional team of operations, quality, consumer experience and consumer engagement. In this role, you will be spending time working with clinical and IT product experts to understand the experience impact our EHR (Epic) will have on the consumer. You will be focused on MyChart, eCheck-in, On-Demand Video Visits, eRegistration and other consumer facing features in development.

• Work with physician leadership, patient experience, clinical operations, strategy, IT and service line management to assess and identify critical consumer, patient, provider, and staff needs that may require digital health and technology solutions
• Help conduct analyses, research, and evaluations to identify potential digital solutions for these needs
• Partner with IT, legal, finance and compliance teams to understand feasibility of implementation and implications of particular technologies
• Help manage implementation of digital health programs and initiatives once they are prioritized
• Work with operations to evaluate and evolve strategies and position them for market success
• Gather and analyze data, research and prepare reports, and present recommendations and justifications
• Build and utilize data models and integrate them into dashboards to provide stakeholders with insight into key consumer experiences and technologies
• Understand key partner roadmaps (Epic, Cadence, CareHarmony, etc) to help prioritize features and functionality that ensures alignment to the strategic goals and desired focus areas
• Track changes in the healthcare vendor, technology, and start-up landscape over time, and engage in conversations and relationship development that may either inform or assist in the development of information sharing, ideation, prototypes, and plans
• Help optimize the consumer experience through a strong knowledge and understanding of EHR/EMRs (specifically Epic), patient portals (MyChart), CRM and other consumer-based tools

Education and Experience:

• Bachelor's degree in business, psychology, marketing, related field or equivalent experience required
• 3 years of experience working in Epic/EHRs or related functions in healthcare with progressive work experience in strategy, marketing, innovation/design and/or management
• Experience developing key metrics and tracking experience and satisfaction across the consumer journey
• Experience with continuous process improvements a plus
• Experience with EPIC, MyChart, EHRs, EMRs, and patient portals.
• Experience with SQL, data ETL processes, Excel, and Power BI are highly recommended

Knowledge, Skills and Abilities:

• Engage with Ardent leaders and with key areas of the business to forge relationships and understand the challenges and strategic goals
• Strong interpersonal skills including ability to communicate complex ideas and use networks to acquire relevant information
• Demonstrated ability to collaborate with internal and external stakeholders to drive key metrics
• Proven ability to adapt and manage effectively in fast paced challenging environment and manage multiple, and oftentimes competing, priorities
• Exceptional communication skills - both written and verbal - and active listening skills
• Strong project management capabilities; organized with high attention to detail
• Proficient understanding of healthcare coding and billing data