Vice President of Digital Patient Experience

Summary

Vice President of Digital Patient Experience, Mass General Brigham Enterprise Services

At Mass General Brigham Digital, we pride ourselves on our ability to create maximum strategic, clinical, and operational value from established and emergent technologies for our patients, care teams, researchers, and employees. Mass General Brigham Digital not only enhances the equity and efficiency of healthcare delivery, but it also helps make medicine more personalized and precise.

We recognize that increasing value and continually improving quality while maintaining an inclusive focus are essential to organizational excellence, and we invite you to join us on this journey. The work we do in Digital is a strategic imperative, and there is a strong and growing understanding of how together we are transforming Mass General Brigham in innovative and impactful ways.

The Digital Patient Experience team ensures that patients and their caregivers are provided with an effortless and cohesive digital end-to-end experience and that patients are enabled to partner with MGB in achieving the best clinical outcome possible for their needs.

In that context, the VP of Digital Patient Experience will be empowered and accountable for the strategic design, development, and implementation of patient-centric digital technologies and operations as they pertain to the full Digital Patient Experience ecosystem.

In doing so, the VP of Digital Patient Experience will engage stakeholders across multiple constituencies, translate business requirements into solutions architecture, and orchestrate multiple work streams to achieve stated organizational goals and objectives, in line with MGB’s system-wide strategy.

Strategy

• Work cross-functionally to effectively implement the organization’s vision as it pertains to digital patient engagement, ensuring that digital equity issues are addressed through design
• Design and implement MGB’s patient-centric digital technologies and operations corresponding to the Digital Patient Experience ecosystem.
• Identify and implement patient-centric digital strategies rooted in targeted patient research that demonstrably increase digital patient engagement and activation, as measured by quantifiable metrics, aid in the ease of patient-provider communications, and minimize gaps in the patient experience over the care lifecycle
• Support the development with Marketing of patient personas and targeted campaigns that promote health and wellness, preventive services, and adherence to prescribed medical treatments

Insights

• Supports the business engagement team in its work with the MGB stakeholder community to gain a deeper understanding of digital patient engagement opportunities and influence the community to meet that objective and hand off programs back to operational leaders when they are appropriately mature
• Define the metrics necessary to gauge MGB’s Digital Patient Experience performance and implement the necessary programs to create and monitor performance over time
• Design and implement transformation activities intended to collect the necessary data that leads to actionable digital patient engagement insights
• Collaborate with other leaders within Digital to effectively develop and enhance the operational model needed to effectively deliver our services to a broad stakeholder group and operational leaders
• Manage the program of work related to digital patient experience deployed across the enterprise and ensure that the work meets the needs of the operating model for Digital Patient Experience
• Manage the program of work in a manner that maximize impact, sustainability and value recognizing the importance of fiscal accountability to be an excellent steward of our financial and human resources

Operations

• Implement techniques and methods that regularly inform the current state of the MGB enterprise patient experience, work closely with Solutions Delivery teams to meet the needs of the patient care sites, and incorporate those insights into the patient engagement roadmap
• Leads the Digital Patient Experience team to ensure the digital patient engagement strategies are aligned, adopted, and funded by the Digital PMO

An important aspect of this role is technology platform management and management of the platform support teams, with cross functional leadership and oversight of marketing teams. The VP will be leading and managing CRM and marketing platforms.

Qualifications

• Bachelor’s degree in marketing, business, healthcare administration or a related field required; MBA (Master of Business Administration) or other relevant master's degree preferred, but not required
• 10-12+ years in healthcare web/marketing, patient engagement/experience digital strategy insights, design, implementation and measurement, patient communications, and/or marketing development or research
• 8+ years in staff management working with cross-functional and matrixed leadership
• Previous experience implementing a digital front door or related digital patient engagement strategies in a large healthcare delivery system
• CRM and marketing platform management is highly preferred, including Adobe and Salesforce experience

Skills/Abilities/Competencies

• Ability to demonstrate Mass General Brigham’s Leadership Competencies for both Performance Focused Leadership and People-Focused Leadership
  • Performance Focused:
    • Customer/Patient Focus: Building strong customer/patient relationships and delivering customer/patient centric solutions
    • Manage Complexity: Make sense of complex, high quality, and sometimes contradictory information to effectively solve problems
    • Cultivate Innovation: Create new and better ways for the organization to be successful
    • Ensure Accountability: Holding self and others accountable to meet commitments
    • Learning Agility: Actively learn through experimentation when tackling new problems, using both successes and failures as a learning folder
  • People Focused:
    • Drive Equity and Inclusion: Recognizes the value that different perspectives and cultures bring to an organization
    • Build Effective Teams: Build cohesive teams that apply their diverse skills and perspective to achieve common goals
    • Collaborate: Build partnerships and work collaboratively with others to meet shared objectives
    • Communicate Effectively: Develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences including senior system and hospital administrators, physician leadership, technician staff, and other personnel across different institutions
    • Instill Trust: Gain the confidence and trust of others through honesty, integrity, and authenticity
• Possess strong interpersonal skills to effectively communicate and negotiate “win-win” outcomes with stakeholders across the entire MGB enterprise
• Excellent team leadership and building skills; ability to grow leaders within own team and effectively scale the patient engagement pillar to achieve organizational goals
• Ability to evaluate current state through stakeholder engagement and market research to define and execute a strategic patient engagement roadmap
• Build coalitions across the enterprise and create calls to action that successfully introduce cross-team patient engagement transformation programs that contribute to achieving organizational business goals
• Ability to establish, monitor, and report measurable performance metrics aligned to areas of responsibility
• Ability to identify and lead delegation of work across multiple levels (horizontal and vertical) of the organization
• Ability to successfully tailor communication to an audience of healthcare executives, clinicians, administrators, and technologists
• Working understanding of one or more the following applications in a patient engagement use case:
  • Dexcare
  • Salesforce Health Cloud and Marketing Cloud
  • Adobe Experience Manager
  • Adobe Analytics
  
  

Supervisory Duties

• May manage 3-5 direct reports and 70+ indirect reports
• Expected to indirectly manage/influence other organizations to achieve the digital patient engagement strategy vision

Fiscal Responsibility

• Direct oversight for the management of $18M - $20 M operating and $5-7M capital budgets related to Digital Patient Experience
• Indirect oversight for the management of other Digital Patient Experience costs
• Demonstrates fiscal responsibility by effectively using Mass General Brigham resources

Work Location

• Hybrid model includes onsite at Assembly Row office and MGB sites weekly.
• To be successful, this role will include onsite days at MGB hospitals on a regular basis while working with the OCMO.

Mass General Brigham is an Equal Opportunity Employer & by embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law.