Note: The job is a remote job and is open to candidates in USA. VCU Health is a health system seeking a Technical Communications Manager to lead patient appointment and communication activities across Ambulatory Services. The role develops and oversees communication strategies, manages appointment reminders and care gap closure, analyzes and troubleshoots communication operations, and directs an analyst team while partnering with leadership, providers, clinics, and business partners.
Responsibilities
- The Technical Communications Manager will serve as a leader of patient appointment and communication activities across Ambulatory Services
- The Technical Communications Manager will determine and oversee operational and communication strategies by conducting needs assessments and capacity management for optimization of patient access and operational efficiency, contributing information and analysis to organizational strategic plans and reviews
- The position oversees the quality and accuracy of communication content and deployment
- The Technical Communications Manager will establish and manage communications operations for Ambulatory Services including design, deployment and maintenance of appointment reminders, pre-service mailings, and proactive care gap closure including but not limited to communications strategy development, implementation and execution
- The position is an integrator of multimedia communications for external audiences and requires high level working knowledge of appointment systems, reminder systems and setup, and mailing distribution processes
- The position also necessitates the ability to investigate, analyze and troubleshoot, as well as recommend and implement service recovery strategies
- The position will work closely with senior-level leadership, providers and business partners primarily within the health system and MCVP to determine practice/program needs and provide innovative solutions in support of patient access
- As a member of the Contact Center Leadership Team, the manager helps foster a world-class customer service environment and organizational focus on consumer access & experience
- The Technical Communications Manager will direct the work of an analyst team in support of communication activities
- Develop standard patient messaging leveraging telephonic, virtual and live resources to activate and engage patients in their healthcare needs
- Ability to supervise work of direct and indirect project team members
- Manages and supervises pre-visit and reminder messages across all mediums partnering with all clinics and providers to drive systemness and ambulatory access needs
Skills
- ***To be considered for the role, you must permanently reside in one of the following states: Alabama, Arkansas, Florida, Georgia, Kentucky, Kansas, Maryland, Michigan, Mississippi, Missouri, North Carolina, Ohio, South Carolina, Tennessee, Texas, Virginia, or West Virginia***
- Minimum of five (5) years of progressive experience in a healthcare environment
- Bachelor's Degree, or equivalent experience may be considered in lieu of education
- Must be willing and able to travel (15-20%) as needed
- Excellent written and oral communication skills
- Strong analytical and critical thinking skills to implement process improvements, problem solve, and develop sound recommendations
- Maintaining confidentiality and knowledge of HIPAA, FERPA and other relevant privacy rules and policies
- Experience in managing large complex cross-functional projects including planning and organizing work to achieve project and organizational objectives
- Experience managing multiple concurrent projects or multi-track programs using project management practices and methodologies and process improvement techniques
- Strong project management and business analysis skills, including the ability to interpret business needs, translate needs to application and communicate via business process improvement techniques
- Comfortable interacting with all levels of internal staff and management as well as clinic partners
- Develop standard patient messaging leveraging telephonic, virtual and live resources to activate and engage patients in their healthcare needs
- Strong facilitation and interpersonal skills with the ability to lead, delegate, and influence
- Ability to work in a fast-paced environment, prioritize and balance multiple projects
- Exhibits team player mentality and is results driven, proactive & able to work autonomously
- Hardworking, open-minded, and eager to learn
- Ability to manage change, shifting business priorities, demands and timelines
- Ability to supervise work of direct and indirect project team members
- Some extended and weekend hours maybe required
- Physical: Lifting < 20 lbs
- Activities: Prolonged standing, Prolonged sitting, Walking
- Mental/Sensory: Strong recall, Reasoning, Problem solving, Hearing, Speak clearly, Write legibly, Reading, Logical thinking
- Emotional: Fast pace environment, Steady pace, Frequent and intense customer interactions, Able to adapt to frequent change
- Project Management Professional or Lean Six Sigma trained, preferred
- Leadership, supervisory or project management experience
- Experience in academic medicine
- Experience in developing patient communications for healthcare providers as well as diverse audiences
- Experience in project management, design, and coordination
- Bachelor's or Master's Degree in Business, Health Administration, Communications, Marketing, Public Relations, Information Systems or related field from an accredited program
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