Senior Director, CRM Digital Patient Experience Platforms
Company: Brigham and Women's Hospital
Location: Somerville
Posted on: January 21, 2023
Job Description:
Job Description - Senior Director, CRM Digital Patient
Experience Platforms (3223911) Senior Director, CRM Digital Patient
Experience Platforms - ( 3223911 ) Summary At Mass General Brigham
Digital, we pride ourselves on our ability to create maximum
strategic, clinical, and operational value from established and
emergent technologies for our patients, care teams, researchers,
and employees. Digital health will not only enhance the equity and
efficiency of healthcare delivery, but it will also help make
medicine more personalized and precise. We recognize that
increasing value and continually improving quality while
maintaining an inclusive focus are essential to organizational
excellence, and we invite you to join us on this journey. The work
we do in Digital is a strategic imperative, and there is a strong
and growing understanding of how together we will transform Mass
General Brigham in innovative and impactful ways. Reporting
directly to Vice President of Digital Patient Experience, Mass
General Brigham is seeking an exceptional candidate to serve as
Senior Director for Patient Experience platforms. This role will
lead all development and operations for all Digital Patient
Experience platforms, including but not limited to, Marketing
Technology (MarTech: Adobe Experience Manager and related product
suite), Customer Relationship Management (CRM: Salesforce Health
Cloud, Marketing Cloud, MuleSoft, Service Cloud), Enterprise
Patient Identity Management solutions (Provider MDM and Search,
Patient Consent Database and Omnichannel Communications Preference)
& Virtual Care technologies (Zoom, Doximity, AMN, Caregility) &
applications (CareTeam Connect) that may be cloud-based SaaS or
on-premises services. This role will partner with clinical and
operations leadership to execute on the patient experience,
marketing, and customer relationship vision and strategy. They will
Lead on technology roadmaps with the tech vendors directly -
working closely with Enterprise Architecture and other members of
the MGB Digital Leadership Team, to design, implement and support
the digital technologies, tools, and processes that enable digital
patient experience, marketing, and customer relationships. Lastly
they will work to continually scan the external market for relevant
innovations and best in class technology for patient experience,
and rapidly infuse that expertise and innovation into MGB. The
Senior Director of Digital Patient Experience Platforms will
facilitate digital transformation, best practices, and deliver the
technology that enables the vision for patient experience. They
will help develop and implement a strategy and roadmap to improve
vendor relationship management and enhance digital patient
experience data access and visibility.
- Execute the vision and patient experience strategy through the
Customer Relationship Management (CRM), Marketing Technology
(MarTech) & Virtual Care platforms
- Oversee, troubleshoot, and optimize the entire software
development lifecycle, from receiving requirements through to
validation, testing and deployment of releases for the CRM, MarTech
& Virtual Care platforms
- Hold final accountability for the 24/7 x 365 mission-critical
application support and training documents for the enterprise CRM,
MarTech & Virtual Care platforms
- Work with the Enterprise Architecture Council to implement the
consolidation of legacy virtual care applications and the migration
to modern cloud-based applications
- Provide leadership for the implementation of digital marketing
technology solutions involving marketing, analytics and marketing
intelligence, customer data platforms, marketing automation, and
orchestration activities
- Foster collaborative working relationships within clinical and
business operations and with external consultants to execute
delivery of system processes
- Serve as the primary liaison between the vendors in CRM,
MarTech & Virtual Care and the clinical, business, and technical
teams to understand product roadmap and new capabilities
- Recruit and retain the Digital Patient Experience Platforms
technology team and capabilities to enable digital marketing across
web, mobile, email, analytics, reporting, personalization,
decisioning, testing, display, search, and social ad
platforms.
- Lead continual service improvement and ongoing process maturity
through regular reviews of the process and tools, trend analysis
and metrics reporting and through regular engagement with
stakeholders.
- Provide technology input into goal setting on strategy and
operations to the Vice President of Digital Patient
Experience.
- Provide guidance on optimal Identity Management and Identity
Verifications solution for CRM Platform.
- Create solution design for Mobile Experience justifying user
experience and economies of scale.
- Maintain close working relationships and define accountability
with other MGB digital leaders, serving as a subject matter expert
on patient experience technology platforms
- Manage close working relationships with System Integrators and
ensure accountability of deliverables within scope of
contract.
- Manage technology budgets and deliverables appropriately, to
maximize the value of our technology investments.
- Author Technical design specifications explaining the solution
design and development algorithms leveraged.
- Devise Strategy for CRM Center of Excellence promoting best
practices that MGB IT can reuse.
- Author, maintain and update coding standards included in Center
of Excellence paradigm.
- Author Knowledge Base Articles to capture lessons learned that
MGB It can reuse across other Salesforce instances.
- Other related duties as assigned. Qualifications -
- Bachelor's degree in Software Engineering, Computer Science,
Information Technology, or a related field required. A Master's
degree in Information Technology, Marketing, or a related field
preferred, but relevant hands-on experience will also be
considered.
- Strong background in customer experience, digital marketing
tools, customer relationship management, and clinical systems,
ideally in healthcare
- 5+ years of experience with Salesforce CRM platforms (ideally
including prior Salesforce healthcare implementation)
- 3+ years of experience with marketing technology platforms is
preferred, (ideally Adobe Experience Manager) including marketing
campaign generation leveraging digital tools (e.g., email, social
media, patient health portals)
- 10+ years of experience in technology, digital or related
fields
- 3+ years Strategic technology management experience overseeing
teams of analysts, engineers, & developers
- Salesforce Certifications preferred.
- ServiceNow experience preferred.
- Expertise in delivering real-time, unified customer data
- Experience with analytics, data visualization, and
cross-platform dashboards
- Prior experience in Virtual Care technologies (e.g., video
virtual visits) and support is desirable but not required
- Proven track record of implementing CRM and multi-channel,
bidirectional communications Working Conditions This role is remote
M-F ET business hours, Days. -Remote position, onsite meetings
optional at Assembly Row. Mass General Brigham is an Equal
Opportunity Employer & by embracing diverse skills, perspectives
and ideas, we choose to lead. All qualified applicants will receive
consideration for employment without regard to race, color,
religious creed, national origin, sex, age, gender identity,
disability, sexual orientation, military service, genetic
information, and/or other status protected under law. -
- Primary Location MA-Somerville-MGB Assembly Row Work Locations
MGB Assembly Row Job IT/Health IT/Informatics - Management
Organization Mass General Brigham(PHS) Schedule Full-time Standard
Hours 40 Shift Day Job Posted Shift Description M-F ET business
hours, Days.Remote position, onsite meetings optional at Assembly
Row.
Keywords: Brigham and Women's Hospital, Somerville , Senior Director, CRM Digital Patient Experience Platforms, Executive , Somerville, Massachusetts
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