VP Digital Patient Experience

Description

Are you looking to work at a nationally recognized Best Places to Work? Here at Piedmont Healthcare, we seek an experienced and visionary leader who works in a patient / consumer-led manner, who will spearhead and uphold the vision and strategic roadmap for Piedmonts patient-facing digital channels. You will aim to optimize patient loyalty and retention through consistent delivery of patient-centered care, transforming digital patient access and choice and orchestrating a hassle-free, modern PX. In this role, you will partner closely with the Patient Insights & Analytics group to develop and optimize the overarching Digital PX and strategic roadmap for Piedmont. You will oversee team plans, monitor and direct concurrent projects and programs within the overall Digital PX ecosystem. Additionally, you will partner with key organizational and operational leaders to define the scope, implementation plan, metrics and mitigation plans for each initiative. You will lead through influence to drive sophisticated execution and change management in a highly matrixed environment. You will oversee the goal setting and strategy development of Piedmonts digital PX touchpoints including but not limited to: the digital enterprise platform (Salesforce Health Cloud), CRM platform (Salesforce Marketing Cloud), project delivery process for the Digital PX portfolio of programs and oversee all patient-facing digital assets for Piedmont: on-line search, directory listings, on-line bookings, Piedmont.org, Piedmont Now App, Piedmont MyChart and ratings & reviews. As a group leader, you will consult, coach, mentor, and educate staff to effectively drive adoption of organizational values, and behaviors. Projects are completed with a high degree of freedom and initiative, with a high-level accountability to achieve targets and performance. This role is part of the Piedmont Brand Growth organization, which, on top of Digital PX, also includes communications, community affairs, marketing, physician outreach, insights, analytics, content and media, and reports directly to the Chief Marketing Officer.

Key Responsibilities

• Team Leadership: Oversees and leads staff, master work plans and other essential functions to complete projects and achieve key operational metrics for the health system.
• Strategic Leadership: Via several benchmarking, qualitative and quantitative inputs, help develop and execute a comprehensive strategy for optimizing PX through digital innovation and process improvements aligning with organizational goals and industry best practices.
• Leader Support: Provides executive/senior level facilitation and decision-making support to management on Digital PX and technology strategic plans, initiative business plans and impact to ongoing operations.
• Cross-functional Collaboration: Work collaboratively with various departments, including IS, brand growth, revenue cycle, patient servicing and support, and clinical teams, to ensure seamless integration of digital solutions and alignment with organizational objectives.
• Growth & Optimization: Leverages complex decision support systems such as patient insights & analytics, productivity, financial, market and other comparative sources to evaluate effectiveness and develop new opportunities for program growth and optimization.
• Innovation Culture: Foster a culture of innovation within the organization, encouraging creativity and continuous improvement to stay at the forefront of healthcare technology.
• Digital Transformation: Lead initiatives to digitize and streamline patient interactions, utilizing cutting-edge technologies.
• Culture change: Ability to drive adoption of new processes and technology by influencing people and adjusting the organizational culture to embrace new and different digital solutions.
• Program Management: Responsible for overall leadership of program management for portfolio of PX Digital platform programs.
• User-Centric Design: Implement user-centric design principles to create intuitive and engaging digital experiences for patients, caregivers, and other stakeholders.
• Data-Driven Insights: Leverage data analytics to derive actionable insights, enhancing decision making processes and continuously improving the patient journey.
• Compliance and Security: Ensure all digital solutions comply with healthcare regulations, data protection laws, and maintain high-security standards.
• Vendor Management: Evaluate, select, and manage relationships with external vendors and technology partners to support the development and implementation of digital solutions.
• Provides project leadership for complex system-wide projects touching multiple stakeholders with widely varying scope; able to shift between planning, execution, and business development and integration initiatives.
• Works with executive, senior and middle management (hospitals and Physician Enterprise) to coordinate activities among various designated operating divisions to facilitate the implementation of platforms and programs, while focusing on sustainability, performance, and change management.
• Develops presentations, reports and executive summaries that are succinct, synthesize information, offer conclusions and opportunities for recurring meeting and for project updates to executives.
• Presents and communicates in a professional and effective manner, representing the department while collaborating across all disciplines to deliver broad scope of PX programs.
• Develops, optimize and track budgets.
• Performs other related duties as assigned.
  
  

Knowledge, Skills, Abilities

• Excellent leadership skills and abilities.
• Excellent written communication, verbal communication, interpersonal, time management and organizational skills
• Self-directed with the ability to work with various stakeholders and teams
• Ability to make quality, independent decisions as well as the ability to collaborate effectively to make decisions with other leaders
• Ability to work effectively and efficiently under tight deadlines and varying priorities
• Superior analytical and problem-solving skills
• Ability to manage multiple projects simultaneously in a fast-paced, deadline driven environment.
• Strong decision-making skills informed by quantitative and qualitative data and trends; strong detail orientation.
• A demonstrated ability to use PC based office productivity and presentation tools (e.g. Microsoft Outlook, Microsoft Excel, Microsoft PowerPoint, Visio) as necessary; general computer skills necessary to work effectively in an office environment.
  
  

Disclaimer

The above information is intended to describe the general nature and level of work being performed by

people assigned to this job. It is not intended to be an exhaustive list of responsibilities, duties and skills

required of personnel so classified.

Qualifications

MINIMUM EDUCATION REQUIRED:

Bachelors degree in healthcare, customer service/hospitality, business administration, engineering or closely related field is required.

Minimum Experience Required

Ten (10) years of progressively responsible professional work experience in customer experience (CX) strategy and design, digital transformation, project management, analysis, business development, operations improvement or a closely related field is required.

Minimum Licensure/Certification Required By Law

None.

Additional Qualifications

Experience at agencies, consultants, tech providers.