Responsibilities

• Serve as the primary owner and administrator of the patient communications technology platform, ensuring system functionality, reliability, and alignment with organizational goals.
• Oversee application configuration, workflow design, build, testing, implementation, and ongoing optimization for patient communication and messaging automation.
• Manage and prioritize enhancement requests, system changes, and issue resolution processes in partnership with operational leaders, Information Technology, and vendors.
• Partner with Revenue Cycle, Operations, Marketing, Patient Experience, Information Technology, and other stakeholders to develop, review, and maintain patient communication workflows, scripts, and messaging content.
• Establish and maintain standards for communication governance, including message quality, voice and tone, approval processes, and compliance with organizational policies.
• Lead change management activities related to patient communication technologies, including readiness planning, stakeholder engagement, adoption strategies, and reinforcement of new processes.
• Design and deliver training, onboarding, and user support resources to promote effective platform adoption and consistent use across the organization.
• Manage support processes including user access, troubleshooting, ticket resolution, and escalation of complex application issues.
• Monitor application performance, communication outcomes, usage trends, and analytics to evaluate effectiveness, identify opportunities, and support continuous improvement.
• Develop and maintain reporting, status updates, and stakeholder communication regarding application performance, project progress, risks, and opportunities.

Requirements

• An equivalent combination of education and combined relevant experience may be considered in lieu of a degree.
• Minimum of 4 years of experience in healthcare operations, patient access, revenue cycle, communications, healthcare technology, or a related field.
• Minimum of 4 years of experience leading projects, workflows, implementations, or operational initiatives, including coordination across multiple stakeholders.
• Internal candidates with at least 3 years of supervisory, lead, or project management experience at SEARHC may be considered qualified for this role.
• Travel required; Travel is by jet, small aircraft, or ferry.
• Required Certifications

Preferred

• Bachelor’s degree in healthcare administration, business, communications, information systems, or a related field is preferred.
• Experience supporting, optimizing, or administering technology applications, communication platforms, or workflow tools is preferred.

Benefits

• generous benefits, including retirement, paid time off, paid parental leave, health insurance, dental, and vision benefits, life insurance and long and short-term disability, and more.