Digital Patient Experience Specialist

General Summary

Dedicated to the patient and consumer experience, this role supports information technology and marketing efforts to create a seamless digital experience. Through research, a strategic lens, a passion for understanding workflows and for partnering with others, this role helps direct consumerism, digital front door, patient financial and service line experiences to offer cost-effective, quality solutions that match consumer preferences for accessing care and related communications.

Principal Job Functions

• Commits to the mission, vision, beliefs and consistently demonstrates our core values.
• Develops and implements plans to improve digital experiences through application functionality, communications and knowledge of emerging trends in digital technologies and consumer use.
• Promotes and partners with operational stakeholders across services lines and entities to ensure shared understanding, expectations and project implementation.
• Converts user specifications into functional and technical specifications; assists and/or develops the building of requests; develops implementation timeframes in collaboration with IT leaders and analysts.
• Commits to the continuous improvement of the digital patient experience, which includes patient safety, quality of care and excellent service.
• Establishes professional relationships with internal and external customers to enhance their experiences with Bryan Health System technology and computer systems.
• Uses appropriate data and analytics to set, track and monitor ongoing initiatives and identify room for improvement.
• Serves as a consumer experience expert; stays on top of best practices, rules and regulations, trains and recommends emerging opportunities to all system entities; serves as a resource to service line coordinators.
• Supports organizational brand through proper use of graphics and style guide implementation.
• Ensures satisfaction and usability for all users.
• Scans the external marketplace and continuously evaluates and optimizes digital patient experience capabilities.
• Maintains professional growth and development through seminars, workshops and professional affiliations to keep abreast of latest trends in field of expertise.
• Participates in meetings, committees and department projects.

Education And Experience

• Associates degree in related field required.
• Bachelor’s degree in an information technology area of study, business area of study (finance, marketing, communication, information management), or a medical, allied health area of study (e.g. nursing, radiology, laboratory) preferred.
• Minimum of two (2) years of experience in creating, implementing, configuring and/or supporting vendor supplied software, and/or developing or optimizing technology-related programs required.
• Experience in a healthcare, healthcare IT or marketing technology setting and a focus on user experience design preferred.