Title: Director Digital Patient Experience

Location: Fountain Valley, CA

Department: Information Systems

Status: Full-time

Shift: Day

Pay Range*: $176,945-$243,298/annually

MemorialCare is a nonprofit integrated health system that includes four leading hospitals, award-winning medical groups – consisting of over 200 sites of care, and more than 2,000 physicians throughout Orange and Los Angeles Counties. We are committed to increasing access to patient-centric, affordable, and high-quality healthcare; your personal contributions are integral to MemorialCare's recognition as a market leader and innovator in value-based and other care models.

Across our family of medical centers, we support each one of our bright, talented employees in reaching the highest levels of professional development, contribution, collaboration, and accountability. Whatever your role and whatever expertise you bring, we are dedicated to helping you achieve your full potential in an environment of respect, innovation, and teamwork.

Position Summary:

The Director of Digital Patient Experience serves as a knowledgeable innovation technology resource in identifying, evaluating, integrating, and implementing new technologies and advancing core technologies to elevate business and IT transformation, information exchange mechanisms and data service processing throughout the organization, which extends to the consumer experience.They drive actionable insights and solutions using a knowledge of the contemporary digital landscape vision of the organization and the experience of bringing leading technology and process optimization to drive sustainable improvements in business performance.This role will leverage solutions that respond to on-demand healthcare to better meet the changing patient demands and experience. 

The Director of Digital Patient Experience works closely with the Operational partners, Information Services leadership and Executive Sponsors to develop roadmaps to implement digital transformational change which will enable the organization to deliver products and services which are efficient and highly effective of high-quality and consumer-centered yielding improved customer and patient experiences. This Director champions the merging of technology and strategy to execute on a comprehensive picture of a modern healthcare landscape through tools and platforms that ease interactions with the consumer and the health system.

The Director of Digital Patient Experience is responsible to create a more agile environment that provides continuous evaluation of MemorialCare’s current state to identify and implement new capabilities that are focused on advancement and enables patient and consumer satisfaction through digital interaction as a point of entry into the health system. This role will emphasize innovative advancements for the user and patient experience, proposing digital strategies, and defining the roadmap for implementation and success.

ESSENTIAL FUNCTIONS:

1. Demonstrates professionalism and confidence to be able to regularly interact with senior leadership and executives on strategy, planning and operational execution.
2. Functions as an advocate and serves as a positive role model for encouraging others to embrace innovative changes and transformation associated with IS projects.
3. Manages multiple vendor relationships, support and deliverables working to negotiate terms to best meet MemorialCare’s requirements.
4. Develop and create the Digital Patient Experience roadmap to understand how the vision within those domains is evolving to better align the integration and transformation.
5. Formulate emerging technology strategies that will set the foundation to solve complex business strategic goals and increase digital patient engagement.
6. Participates with senior leadership to establish strategic goals, plans and objectives. Oversees team project schedule, defines appropriate resources, monitors project schedule, makes adjustments that are within scope of responsibility and recommends changes as appropriate.
7. Communicate with cross-functional teams to instigate a “test, learn, iterate” approach to emerging technology adoption across MemorialCare.
8. Work with external service partners to identify, prototype and test new products and services, and incorporate their solutions into capabilities to accelerate innovation and enhance the digital patient experience with MemorialCare while ensuring MemorialCare’s brand is represented in the highest regard.
9. Serves as a subject matter expert on the market at large to ensure the right technology solutions are being used to optimize use of available capabilities while allowing for flexibility to adopt the solutions of tomorrow for external and internal technologies.
10. Fosters positive relationships with business leadership and works closely with them to understand future business plans, elicit functional requirements, and identify and implement technology solutions to support business plans.
11. Captures and socializes effective innovation practices inside and outside the Digital Patient Experience Team, including training on innovation best practices, integration/transformation and patient engagement strategies.
12. Leads and prioritizes the deployment of innovation and digital transformation to enable more optimized business outcomes and consumer engagement by combining technical and business capabilities, lean processes, toolchains and platforms.
13. Builds and leads a team of skilled technical professionals that assess, lead and integrate solutions to support businesses and to maintain and build on an agile digital integration and transformation architecture
14. Develops staff performance expectations, goals and metrics. Establishes career path goals for each member, performing regular scheduled evaluations and providing guidance in development of those goals.
15. Holds responsibility for all aspects of managing and leading a team including hiring, developing staff, managing performance and rewarding employees. Establishes an inclusive and innovative culture where individuals feel valued and thrive, inspiring overall team success and trust.

*Placement in the pay range is based on multiple factors including, but not limited to, relevant years of experience and qualifications. In addition to base pay, there may be additional compensation available for this role, including but not limited to, shift differentials, extra shift incentives, and bonus opportunities. Health and wellness is our passion at MemorialCare—that includes taking good care of employees and their dependents. We offer high quality health insurance plan options, so you can select the best choice for your family. And there’s more...Check out our MemorialCare Benefits for more information about our Benefits and Rewards.

Minimum Requirements

Qualifications/Work Experience:

1. Minimum 8-years’ experience working within healthcare or relevant operations and minimum 5 years’ experience in digital and innovative technologies
2. Proven knowledge of healthcare information systems including patient portals and digital engagement orchestration solutions, digital decision platforms, and business/healthcare intelligence solutions.
3. Experienced in clearly communicating ideas to both technical and non-technical audiences regarding business impacts leveraging narratives, visual storytelling, and lean principles.  
4. Demonstrated advanced technical fluency, strong analytical skills, and business analytics.
5. Proven ability to create a clear strategic vision for information services that supports innovative business and strategic objectives and execute on that vision.
6. Demonstrated team player favoring collaborative approaches; ability to establish effective interpersonal relationships in working with internal and external partners.
7. Demonstrated ability to manage multiple complex projects simultaneously and maintain flexibility to adapt to a changing environment.
8. Demonstrated planning and organizational skills; including effective problem-solving, with ability to manage time efficiently and meet deadlines.
9. Proven established knowledge of a range of vendor technology solutions; able to select and integrate the most appropriate technologies to support MemorialCare.
10. Proven partner in vendor affiliations, able to manage multiple relationships to ensure the best performance and financial return.
11. Developed skills in establishing and implementing long and short-range strategic plans, multi-year budgeting and re-forecasting, organizing operations, and general fiscal management
12. Demonstrated ability and proficiency in teambuilding, conflict resolution, and group interaction; proven ability to manage and coordinate individuals with different professional training, skill sets, and personalities.
13. Proven effective verbal and written communication and presentation skills; proficiency in translating complex concepts.
14. Demonstrated attention to detail, able to validate data and information for accuracy, relevancy and timeliness

Education/Licensure/Certification:

1.     Bachelor’s degree required; Master's degree preferred.