Senior Director - Consumer Experience - FT - Days - DIO
Memorial Healthcare System

Job Info

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At Memorial, we are dedicated to improving the health, well-being and, most of all, quality of life for the people entrusted to our care. An unwavering commitment to our service vision is what makes the difference. It is the foundation of The Memorial Experience.

Summary:

This role is responsible for developing and executing a comprehensive strategy that places patients and their families at the center of all Memorial Healthcare System (MHS) does. This involves spearheading innovative projects, leveraging technology to improve patient interaction, and ensuring the healthcare system consistently meets the evolving needs of our community. A significant part of the role includes understanding and enhancing the patient journey, from initial contact through ongoing care, using both data-driven insights and compassionate engagement.

Responsibilities:

Directs and evaluates departmental service needs, including information technologies, service level determination, and complaint management, to achieve performance and quality control objectives.Develops annual budget and ensures expenses are well within budget.Enhances patient engagement through personalized care and communication strategies. Implements initiatives to measure and improve patient outcomes. Develops patient education and support programs. Collaborates with healthcare providers to ensure patient-centered care. Utilizes feedback mechanisms to continually improve patient experience.Oversees effective integration and use of Electronic Health Records (EHRs), representing the consumer and family perspective. Champions patient self-service options, including patient portals. Monitors and implements emerging technology advancements. Leads digital transformation initiatives within the healthcare system. Ensures technology solutions are user-friendly and accessible to diverse patient populations.Identifies opportunities and implements advance technologies and process improvement to support the consumer experience application, contact center application, telehealth applications, access, professional billing, and other technologies.Develops and implements a comprehensive strategic roadmap for digital innovation and advancements that enhance the Memorial Healthcare System (MHS) consumer experience.

Competencies:

Education and Certification Requirements:

Bachelors: Information Technology (Required)

Additional Job Information:

Complexity of Work: This role requires critical thinking skills, effective communication, decisive judgment, and the ability to build and foster positive relationships. The incumbent must be able to lead. Required Work Experience: Ten (10) years' working in technology related to consumer experience and four (4) years' supervising or managing a team. Other Information: Additional Education Information: BS in Computer Science, Information Technology, or related field required. Graduate degree preferred.Additional Licensure/Certification Information: Epic or ability to acquire within first year of starting the position

Working Conditions and Physical Requirements:

• Bending and Stooping = 0%
• Climbing = 0%
• Keyboard Entry = 60%
• Kneeling = 0%
• Lifting/Carrying Patients 35 Pounds or Greater = 0%
• Lifting or Carrying 0 - 25 lbs Non-Patient = 0%
• Lifting or Carrying 2501 lbs - 75 lbs Non-Patient = 0%
• Lifting or Carrying > 75 lbs Non-Patient = 0%
• Pushing or Pulling 0 - 25 lbs Non-Patient = 0%
• Pushing or Pulling 26 - 75 lbs Non-Patient = 0%
• Pushing or Pulling > 75 lbs Non-Patient = 0%
• Reaching = 0%
• Repetitive Movement Foot/Leg = 0%
• Repetitive Movement Hand/Arm = 60%
• Running = 0%
• Sitting = 60%
• Squatting = 0%
• Standing = 60%
• Walking = 60%
• Audible Speech = 60%
• Hearing Acuity = 60%
• Smelling Acuity = 0%
• Taste Discrimination = 0%
• Depth Perception = 60%
• Distinguish Color = 60%
• Seeing - Far = 60%
• Seeing - Near = 60%
• Bio hazardous Waste = 0%
• Biological Hazards - Respiratory = 0%
• Biological Hazards - Skin or Ingestion = 0%
• Blood and/or Bodily Fluids = 0%
• Communicable Diseases and/or Pathogens = 0%
• Asbestos = 0%
• Cytotoxic Chemicals = 0%
• Dust = 0%
• Gas/Vapors/Fumes = 0%
• Hazardous Chemicals = 0%
• Hazardous Medication = 0%
• Latex = 0%
• Computer Monitor = 60%
• Domestic Animals = 0%
• Extreme Heat/Cold = 0%
• Fire Risk = 0%
• Hazardous Noise = 0%
• Heating Devices = 0%
• Hypoxia = 0%
• Laser/High Intensity Lights = 0%
• Magnetic Fields = 0%
• Moving Mechanical Parts = 0%
• Needles/Sharp Objects = 0%
• Potential Electric Shock = 0%
• Potential for Physical Assault = 0%
• Radiation = 0%
• Sudden Decompression During Flights = 0%
• Unprotected Heights = 0%
• Wet or Slippery Surfaces = 0%

Shift:

Disclaimer: This job description is not intended, nor should it be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job. It is intended to indicate the general nature and level of work performed by employees within this classification.

Wages shown on independent job boards reflect market averages, not specific to any employer. We encourage candidates to talk to their Memorial Healthcare System recruiter to discuss actual pay rates, during the hiring process.

Memorial Healthcare System is proud to be an equal opportunity employer committed to workplace diversity.

Memorial Healthcare System recruits, hires and promotes qualified candidates for employment opportunities without regard to race, color, age, religion, gender, gender identity or expression, sexual orientation, national origin, veteran status, disability, genetic information, or any factor prohibited by law.

We are proud to offer Veteran's Preference to former military, reservists and military spouses (including widows and widowers). You must indicate your status on your application to take advantage of this program.

Employment is subject to post offer, pre-placement assessment, including drug testing.

If you need reasonable accommodation during the application process, please call 954-276-8340 (M-F, 8am-5pm) or email TalentAcquisitionCenter@mhs.net

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