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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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