Senior Director

Summary:

This role is responsible for developing and executing a comprehensive strategy that places patients and their families at the center of all Memorial Healthcare System (MHS) does. This involves spearheading innovative projects, leveraging technology to improve patient interaction, and ensuring the healthcare system consistently meets the evolving needs of our community. A significant part of the role includes understanding and enhancing the patient journey, from initial contact through ongoing care, using both data-driven insights and compassionate engagement.

Responsibilities:

• Directs and evaluates departmental service needs, including information technologies, service level determination, and complaint management, to achieve performance and quality control objectives.
• Develops annual budget and ensures expenses are well within budget.
• Enhances patient engagement through personalized care and communication strategies.
• Implements initiatives to measure and improve patient outcomes.
• Develops patient education and support programs.
• Collaborates with healthcare providers to ensure patient-centered care. Utilizes feedback mechanisms to continually improve patient experience.
• Oversees effective integration and use of Electronic Health Records (EHRs), representing the consumer and family perspective. Champions patient self-service options, including patient portals. Monitors and implements emerging technology advancements.
• Leads digital transformation initiatives within the healthcare system.
• Ensures technology solutions are user-friendly and accessible to diverse patient populations.
• Identifies opportunities and implements advance technologies and process improvement to support the consumer experience application, contact center application, telehealth applications, access, professional billing, and other technologies.
• Develops and implements a comprehensive strategic roadmap for digital innovation and advancements that enhance the Memorial Healthcare System (MHS) consumer experience.

Education and Certification Requirements:

Bachelors: Information Technology (Required) & Epic Certification or ability to acquire within first year of starting the position

Required Work Experience: Ten (10) years' working in technology related to consumer experience and four (4) years' supervising or managing a team.