The Director of Innovations and Digital Customer Engagement is accountable for EvergreenHealth’s digital strategy and platform for consumer/patient and community engagement, as well as care delivery options, customer service support and product innovation. This position reports to the Chief Marketing, Communications & Customer Engagement Officer.
Defines, demonstrates, and articulates the value of respective technologies to the employee, physician, patient, and customer experience—both internal and external customers.
Innovates system engagement strategies by leveraging existing resources, realigning systems, and augmenting to repackage or support the changing and emerging expectations of the healthcare consumer.
Analyzes competitive intelligence to define unique engagement strategies to position and distinguish EvergreenHealth from competitors.
Recommends and advocates for the implementation of new technologies which are aligned with EvergreenHealth’s mission, values and strategic goals and priorities.
Interfaces and develops collaboration with system–wide leadership, medical staff and clinicians, IT, regulatory departments, call center, patient experience, vendors, and other valuable participants in designing and implementing new customer innovations.
Facilitates, implements, or conducts research to analyze and assess the benefits of, technolog and innovations to EvergreenHealth’s internal and external customers, patients, and community.
Leads team discussions, summarizes, and reports back to groups as necessary, sharing both the alternative solutions and business case to inform decisions.
Develops proactive relationships with emerging service, technology, and healthcare businesses to expand EvergreenHealth’s ability to bring new offerings and solutions to customers and the community.
Coordinates details with vendor groups and manages relationships appropriately.
Develops quarterly dashboards, ongoing reports and annual reports to demonstrate performance and satisfaction.
Develops, initiates and supervises pilot projects and full implementation as required.
Supervises and analyzes EvergreenHealth’s performance across social media platforms and provides oversight to social media ambassadors and staff.
Develops policies for the use of emerging technologies or social platform use.
Makes recommendations for enhanced alignment, or the sunsetting of various technologies to enhance overall performance.
Master’s degree in marketing, sales or business administration
5 years of healthcare operations experience
5 years of experience in progressive leadership responsibilities in a health system
Skilled in digital transformation strategy, marketing, customer engagement, IT and innovations.
Must understand the technological landscape and stay current with emerging technologies and trends
Demonstrated social platform management and report experience
Project planning and implementation experience
A high orientation to detail with proven analytical and financial skills
Telecommuting is allowed. Employer will assist with relocation costs.
Additional Salary Information: Reward & Recognition Bonus Program
Internal Number: 32377
About EvergreenHealth Medical Center
EvergreenHealth is an integrated two-hospital healthcare system offering a breadth of services and programs that is among the most comprehensive in the region.
Formed in 1972 as a public hospital district, we now serve nearly 850,000 residents of our service area in north King and south Snohomish counties, with medical facilities located throughout the area for easy access.
Our goal is to improve the health of every life we touch by delivering the highest quality care and absolute patient safety, and we’re honored to be recognized by Healthgrades as one of America's 100 Best Hospitals for the past four years (2017-2020), and by The Leapfrog Group as a 2019 Top General Hospital.
Our main campus is located in Kirkland, and includes a 318-bed medical center and four medical specialty buildings. In 2015, we expanded to include EvergreenHealth Monroe, an accredited, full-service 72-bed hospital located in Monroe, WA.
We take great pride in offering the latest medical technology, but our care is set apart by the personal touch provided by our more than 4,500 employees, including nearly 1,100 physician partners and more than 500 volunteers.
Our EvergreenHealth Medical Group..., a more than 300 member employed physician multispecialty group, provides 13 primary care centers, six urgent cares and over two dozen specialty care practices located throughout our service area.
All told, we offer care in 70 clinical specialties, from primary care to specialty care, from the family maternity center to senior care, home health and hospice care.
To further bolster our capabilities and extend access to services, EvergreenHealth has partnered with two other regional healthcare leaders, Overlake Medical Center and Seattle Cancer Care Alliance, and with the Eastside Health Alliance.