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Sr Manager, CRM and Virtual Care Platforms

Company: Brigham and Women's Hospital
Location: Somerville
Posted on: January 21, 2023

Job Description:

Job Description - Sr Manager, CRM and Virtual Care Platforms (3218380) Sr Manager, CRM and Virtual Care Platforms - ( 3218380 ) About Us: As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women's Hospital and Massachusetts General Hospital, Mass General Brigham supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.

We're focused on a people-first culture for our system's patients and our professional family. That's why we provide our employees with more ways to achieve their potential. Mass General Brigham is committed to aligning our employees' personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development-and we recognize success at every step.

Our employees use the Mass General Brigham values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration. 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 to the Sr. Director for Digital Patient Experience (DPX) Platforms, this position will partner with clinical and operations leadership to execute on the patient experience, marketing, and customer relationship vision and strategy. This individual will work collaboratively and partner with other enterprise leaders and vendors to design and implement the digital technologies, tools, and processes that support patient experience, marketing, and customer relationships. The incumbent will champion digital transformation, best practices, and deliver the technology that supports the vision for patient experience. The incumbent will help develop and implement a strategy and roadmap to improve relationship management, enhance data access, and data visibility. Principal Duties and Responsibilities:

  • Direct responsibility for the configuration, testing and deployment, and release cycles of Customer Relationship Management (CRM) and Virtual Care, maintaining digital marketing tools and software (e.g., Salesforce CRM, Adobe Experience Manager for Healthcare)
  • Develop new, and expand existing, frameworks, approaches, and techniques to advance the configuration of CRM and Virtual Care Platforms.
  • Responsible for advancing CRM and Virtual Care integrations in Digital Patient Experience, including but not limited to those with the electronic health record (EHR).
  • Stay current on evolving platforms and capabilities in the CRM and ecosystem.
  • Foster collaborative working relationships within clinical and business operations, and with external consultants to execute delivery of system processes
  • Work effectively with external implementation partners to speed adoption of best practices and show measurable results from the Virtual Care and CRM platforms
  • Serve as the primary liaison between the CRM vendors and the clinical, business, and technical teams to understand product roadmap and new capabilities, under the supervision of the Sr. Director for DPX Platforms.
  • Effectively manage the configuration backlog and roadmap for the CRM and Virtual Care platforms.
  • Build capabilities to enable digital marketing across web, mobile, email, analytics, reporting, personalization, decisioning, testing, display, search, and social ad platforms.
  • Lead continuous 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.
  • Lead, recruit and develop the team of software engineers configuring the CRM and Virtual Care platforms.
  • Provide direction and goal setting on platform strategy and configuration operations.
  • Mentor service and process managers on and customer relationship management concepts.
  • Manage departmental budgets and forecast appropriately.
  • Use/s the Mass General Brigham values to govern decisions, actions, and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration
  • Other duties and responsibilities as assigned Qualifications:
    • Bachelor's Degree in Engineering, Computer, Information Technology, or a related field required; Master's Degree preferred
    • Strong technical background with a minimum of 8+ years of overall experience (at least 2+ years in a leadership engineering role at a data driven product / organization)
    • 5+ years of experience with building and management of CRM platforms (e.g., Salesforce)
    • A combination of education and experience may be substituted for requirements
    • Previous experience implementing large-scale CRM / Direct to Consumer platforms
    • Experience with system and data integrations within CRM space; established knowledge of industry standards/regulations supporting data integrations
    • Relevant IT security experience and familiarity with HIPAA and privacy principles
    • Knowledge and understanding of Artificial Intelligence (AI) and machine learning solutions preferred
    • Experience with analytics, data visualization, and cross-platform dashboards
    • Proficient in marketing campaigns leveraging digital tools (e.g., email, social media, patient portals)
    • Leverage Declarative Configuration hands-on to rapidly prototype new solutions to ensure their feasibility
    • Proven track record driving CRM strategy and implementing effective multi-channel communications
    • Passion for data-driven marketing and business intelligence across channels; proven success in utilizing analytics to provide strategic recommendations and drive concrete action Skills/Abilities/Competencies:
      • Ability to demonstrate Mass General Brigham's Leadership Competencies for both Performance Focused Leadership and People-Focused Leadership
      • Performance Focused:
        • Customer/Patient Focus: Building strong customer/patient relationships and delivering customer/patient centric solutions
        • Manage Complexity: Make sense of complex, high quality, and sometimes contradictory information to effectively solve problems
        • Cultivate Innovation: Create new and better ways for the organization to be successful
        • Ensure Accountability: Holding self and others accountable to meet commitments
        • Learning Agility: Actively learn through experimentation when tackling new problems, using both successes and failures as a learning folder
          • People Focused:
            • Drive Equity and Inclusion: Recognizes the value that different perspectives and cultures bring to an organization
            • Build Effective Teams: Build cohesive teams that apply their diverse skills and perspective to achieve common goals
            • Collaborate: Build partnerships and work collaboratively with others to meet shared objectives
            • Communicate Effectively: Develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences including senior system and hospital administrators, physician leadership, technician staff, and other personnel across different institutions
            • Instill Trust: Gain the confidence and trust of others through honesty, integrity, and authenticity
            • Organizational skills to be able to manage a wide variety of competing projects, prioritize tasks effectively, and meet tight deadlines.
            • Advanced knowledge of software engineering and software development life cycle specifically in agile delivery methodologies for customer or patient centric design thinking
            • Sustained track record of successful information technology implementation and service delivery in complex healthcare organizations Supervisory Responsibilities:
              • Responsible for supervision of -11 direct reports, is adept at working in large matrixed environment and takes ultimate responsibility for the execution of the MGB Digital Experience business unit Fiscal Responsibility:
                • Indirect oversight for the management of other Digital Patient Experience costs
                • Demonstrates fiscal responsibility by effectively using Mass General Brigham resources Working Conditions: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
                  • Remote role, optional -occasional local travel to MGB sites, vendors, and/or conferences
                  • Normal office working conditions. The noise level in the work environment is quiet to moderate.
                  • While performing the duties of this job, the employee is frequently required to sit; talk; or hear; use hands to finger; handle; or feel; reach with hands and arms. The employee is occasionally required to stand; walk; and stoop; kneel; or crouch. The employee must frequently lift and/or move up to 5 pounds and occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision and depth perception 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, DaysRemote position, onsite meetings optional at Assembly Row.

Keywords: Brigham and Women's Hospital, Somerville , Sr Manager, CRM and Virtual Care Platforms, Executive , Somerville, Massachusetts

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