Program Manager Patient Engagement (Mostly Remote)

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

Entity: Corporate
Department: Access Optimization
Location: Centre Square West Tower- 1500 Market Street
Hours: 8hr Days (mostly remote with a few in person meetings)

Summary:
• The Program Manager, Patient Engagement works across the Patient Engagement Center to provide strategic partnership and oversight of Penn Medicine's patient engagement priority programs/initiatives and technology. This individual is critical in supporting internal clients (e.g., Access, Marketing/Communications, Operations, Information Services, Privacy/Legal, and health system leadership)- acting as a strategic partner, they will be responsible for programmatic development, business analysis, and project management to drive patient engagement. Primarily they will manage patient engagement user groups and provide strategic guidance. This involves providing support, training, needs assessments, and data-driven insights tailored to their dedicated focus area. The Patient Engagement Center operates a high-volume contact center, facilitating patient access, scheduling, and support, while also integrating digital tools to improve the overall patient experience.

Responsibilities:
• PROGRAM GROWTH AND BUSINESS ANALYSIS. Partnership with key end-user group: Create and own work plans based on annual strategic priorities to support execution and sustainment of patient engagement programs ensure all project elements are implemented according to objectives, specifications, on schedule and on budget. Lead internal team and stakeholders in their understanding of the benefits of patient engagement Serve as primary contact to all end-users of key platform user group. Program adoption and process improvement: Create and document program requirements, changes and enhancements by working together with program staff, patient engagement teams, internal partners and/or outside consultants as needed o Partnering with the key patient engagement leaders, documents clear business requirements which may will lead to complex workflow rules, data validation, and operationally buy in. Working closely with key user groups, ensures that applications meet their needs and keep pace with changes in program operations, policies and/or procedures - this includes monitoring usage of platform and targeting interventions to ensure high adoption and high end-user satisfaction Report development and Insight generation: Develop and monitor reports and dashboards in alignment with patient engagement best practices. Be well informed on key performance indicators and bring insights to business unit where possible
• PROGRAM ADMINISTRATION. Create and maintain documentation on existing processes, policies, application configuration and support related materials for users as solutions are developed (working with vendor for documentation where applicable). Manages technology upgrades, including coordination during the software testing process, which includes devising test plans, creating test cases, establishing protocols and appropriate testing environments. Keep application users informed about system functionality and enhancements. Understands all data sources available to marketing and assists in assessments of program integrations. Can perform regular audits to ensure data consistency and accuracy of all data on platform. Provide support to end-users to ensure complete understanding of data available on platform. o Solve program-related problems quickly as they arise, including logging and tracking identified system problems through resolution (managed through appropriate ticketing system)
• PROJECT MANAGEMENT. Provide hands-on, consultative and program management support to optimize delivery of complex programs which require cross-functional support from analytics, technology, and data teams and/ or outside vendors. Support and/or lead platform-related projects o Independently manages projects from initiation to completion. Employ strong oral and written communication skills to ensure scope alignment with clients and creative and technical contributors. Construct clear, concise, audience-tailored and error-free communications that delineate expectations, actions requested and relevant implications (i.e. timing, cost, etc.) Work with the client to understand overarching goals and the business case for projects identify and define requirements, scope and objectives accordingly.
• PROFESSIONAL DEVELOPMENT. Stays abreast of health care, marketing, and technology-related issues to serve as a knowledgeable leader and system resource. Maintains skill levels in technology tools required to perform job requirements.

Education or Equivalent Experience:
• Bachelor of Arts or Science (Required)
• And 6+ years Working in related field (Required)
• 3+ years Managing large projects/programs and/or overseeing teams (Required)
• Master of Arts or Science (Preferred)

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

Live Your Life's Work

We are an Equal Opportunity and Affirmative Action employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.

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