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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