Patient Experience Product Manager

Tennessee Oncology, one of the nation's largest, community-based cancer care specialists, is home to one of the leading clinical trial networks in the country. Established 1976 in Nashville, Tennessee Oncology's mission remains unchanged: To provide access to high-quality cancer care and the expertise of clinical research for all patients, at convenient locations within their community and close to their home. Our growing network of physicians and locations is based on this mission. Tennessee Oncology is committed to advancing both the science of detection and targeted treatments, and to making these advances available to every patient. We believe caring for cancer patients is a privilege.

Why Join Us? We are looking for talented and highly-motivated individuals who demonstrate a natural desire to support the meaningful work of community oncologists and the patients we serve.

Job Description:

The Patient Experience Product Manager leads strategy, execution, and the continuous improvement of all patient-facing software products and initiatives. This role will be instrumental in ensuring that our digital tools meet the evolving needs of patients and deliver value to both our users as well as clinical and executive stakeholders. This position will oversee the full lifecycle of patient-facing digital products. From product planning and implementation to usage optimization and feature evolution. This role requires strong cross-functional collaboration, user empathy, strategic thinking, and a passion for improving healthcare access and experiences.

ESSENTIAL FUNCTIONS:

• Serves as the primary administrator for NavigatingCare, Noona, Phreesia and any future patient-facing products, as well as their connections to ancillary services.
• Manages the vision, roadmap, and lifecycle of all patient-facing software products.
• Define and prioritize product features and enhancements based on user needs, business goals, and clinical workflows.
• Serve as the primary liaison between patients, internal stakeholders (engineering, integrations, care delivery), and external partners or vendors.
• Facilitate communication and alignment across departments to ensure patient-facing solutions are integrated, scalable, and sustainable.
• Develop ad-hoc and custom reports at the request of the technical, clinic or administrative staff as needed, utilizing third party resources to accomplish as necessary.
• Builds, owns and maintains related documentation and standard operating procedures, participating in knowledge sharing as it relates to the product services group and their shared responsibilities.
• Identifies opportunities and recommends improvements to patient-facing systems, providing advice and consultation on new and existing products.
• Ensures patient experience development is aligned with the company's data and analytics strategy.
• Maintain current and relevant knowledge of patient experience best practices and security standards.
• Works closely with the technical services team to maintain SLAs and a high-quality support model.
• Serves as an escalation point for patient experience issues, supporting the technical services group as a trusted resource on fronts both internal and external.
• Effectively communicate with technical services staff, end-users, and executives
• Provide accurate and timely information to IT leadership and other Tennessee Oncology employees/departments as requested.
• Promote a team atmosphere and maintain good relations with Tennessee Oncology's internal and external user base and its partners.
• Represent the company at events as necessary.

KNOWLEDGE, SKILLS & ABILITIES:

• Knowledge of technical models as they relate to application support ranging from client/server relationships, externally facing applications, data/analytics, and interfaces.
• Understands clinical and oncology-specific workflows and their relationship to the patient, provider and payor connected services and applications.
• Superior capacity to track and manage multiple projects.
• Critical thinking and able to work on intricate and transformative endeavors with the ability to independently research and perform analysis to resolve complex issues.
• Operates at a generally high level, with energy and focus.
• Demonstrates the ability to communicate positively and effectively throughout a wide array of social interactions.
• Performs well under pressure, demonstrates flexibility, and responds well to changing situations and priorities.
• Strong business relationship-building skills
• Exceptional documentation, research, and problem solving/analytical skills.
• Self-motivated and directed, with advanced ability to prioritize and execute tasks.

EDUCATION & EXPERIENCE:

• Bachelor's degree in computer science, a similar field, or equivalent work experience preferred.
• 3+ years working in an oncology-specific setting, technical or clinical preferred.
• 3+ years of experience supporting or working in Clinical Information Systems in an administrative or superuser capacity.

PHYSICAL REQUIREMENTS:

• Must be willing and able to lift 25 pounds or more.
• Must be willing and able to travel to satellite clinics when necessary.