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. Assists with developing the digital roadmap and adoption of best practices to demonstrate impact.

PRINCIPAL JOB FUNCTIONS:

1. *Commits to the mission, vision, beliefs and consistently demonstrates our core values.

2. *Develops and implements plans to improve digital experiences through application functionality, communications and knowledge of emerging trends in digital technologies and consumer use.

3. *Partners with operational stakeholders across services lines and entities to ensure shared understanding, expectations and project implementation.

4. *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.

5. *Commits to the continuous improvement of the digital patient experience, which includes patient safety, quality of care and excellent service.

6. *Establishes professional relationship with internal and external customers to enhance their experiences with Bryan Health System technology and computer systems.

7. *Uses appropriate data and analytics to set, track and monitor ongoing initiatives and identify room for improvement.

8. *Supports the vision for expanded consumer-centric and digital capabilities across Bryan Health.

9. *Conducts designated research on key organizational initiatives.

10. *Anticipates the impact new or modified software will have on existing standards and systems.

11. *Partners with analysts to find creative ways to solve digital experience problems (e.g. usability, findability) by identifying and implementing digital tools to enhance the patient experience, which define how the organization reaches and interacts with patients and how we can engage in two-way dialogue.

12. Analyzes operational workflow and system features to guide gap analysis, options, decision-making and maintenance.

13. Serves as 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.

14. *Supports organizational brand through proper use of graphics and style guide implementation.

15. *Ensures satisfaction and usability for all users.

16. Scans the external marketplace and continuously evaluates and optimizes digital patient experience capabilities.

17. Maintains professional growth and development through seminars, workshops and professional affiliations to keep abreast of latest trends in field of expertise.

18. Participates in meetings, committees and department projects.

19. Performs other related projects and duties as assigned.

(Essential Job functions are marked with an asterisk "*". Refer to the Job Description Guide for the definition of essential and non-essential job functions.) Attach Addendum for positions with slightly different roles or work-specific differences as needed.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

1. Solid understanding of data analytics and the ability to manage multiple projects at once.

2. Knowledge of the digital patient (consumer) experience.

3. Knowledge of computer hardware equipment and software applications relevant to work functions.

4. Knowledge of system interface analysis and comprehensive testing processes.

5. Ability to design and document efficient workflows to enhance the patient experience, ensuring clarity, accessibility, and effectiveness in all patient interactions.

6. Ability to communicate effectively both verbally and in writing.

7. Ability to effectively interact with customers having a broad range of computer knowledge and ability.

8. Ability to organize, prioritize, multi-task and efficiently complete work assignments.

9. Ability to utilize various software programs employing various hardware packages.

10. Ability to support multiple projects with aggressive timelines and customer orientation.

11. Ability to maintain confidentiality relevant to sensitive information.

12. Ability to prioritize work demands and work with minimal supervision.

13. Ability to establish and maintain effective working relationships with all levels of personnel and medical staff.

14. Ability to problem solve and engage independent critical thinking skills.

15. Ability to maintain regular and punctual attendance.

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.

PHYSICAL REQUIREMENTS:

(Physical Requirements are based on federal criteria and assigned by Human Resources upon review of the Principal Job Functions.)

(DOT) - Characterized as sedentary work requiring exertion up to 10 pounds of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body.