We are seeking a highly motivated and experienced individual to join our dynamic team at a 900-location physical therapy company as an Advisor of Patient Engagement Product Enablement. In this position, you will be instrumental in reshaping the overall patient experience through innovative process enhancements, technological advancements, and other strategic patient engagement initiatives. The Process Innovation Advisor will be responsible for collaborating to deliver key technological solutions to support the existing patient engagement portfolio while continuing to assist in developing an on-going, patient-focused communication strategy that aligns with our organizational goals. This includes identifying gaps in the current patient engagement portfolio, solutioning to address opportunities, working collaboratively to document business requirements, testing builds, and ensuring a smooth rollout to the applicable users (call center agents, clinicians, patients).
What you bring to be successful:
Minimum of 2 years of experience in process improvement, patient engagement, business strategy, or related roles with a track record for driving tangible results.Direct patient facing experience within retail healthcare delivery.Experience in referral intake process innovation and patient adherence/care solution development and implementation.Prior experience collaborating cross-functionally with key stakeholders to accomplish common goals. ResponsibilitiesPatient Experience Innovation and Development
• Support execution of the overall patient engagement roadmap and strategy
• Identify gaps in the current patient engagement portfolio, solution to address opportunities, work collaboratively to document business requirements, test builds, and ensure a smooth rollout to the applicable users (call center agents, clinicians, patients).
• Innovate and develop products, services, and tools that strategically enhance existing patient engagement processes, contributing to overall business value.
Mini Test Planning and Implementation
• Lead the creation of our mini-testing roadmap leveraging the strategic patient engagement roadmap.
• Ensure that insights obtained from testing play a crucial role in steering the direction of technology integration and continuous process improvement.
• Contribute to the design of patient engagement solutions, carefully considering existing processes, workflow intricacies, and operational nuances to ensure seamless integration.
Stakeholder Engagement
• Partner closely with technology counterparts to deliver on pre-defined roadmap opportunities that drive business value.
• Foster strong relationships with key stakeholders to determine needs/current gaps and account for these as we migrate vendors and build mini testing roadmap to inform overall patient engagement strategy.
• Support with the organization’s patient engagement committee, building out the patient engagement roadmap in collaboration with key stakeholders.
Idea Generation & Research
• Generate creative and impactful process improvement and patient engagement ideas through independent brainstorming and field research.
• Stay updated on industry trends, best practices, and emerging technologies relevant to physical therapy operations.
• Continuously explore innovative strategies to optimize operational efficiency and patient care.
Patient Experience Strategy
• Support with the development of a forward-thinking strategy that coordinates outreach messages to ensure they are clear, timely, and aligned with patient needs.
Minimum Education
Required:
• Associate degree in business, operations management, healthcare, or related field.
Preferred:
• Bachelor’s degree preferred in relevant field of study.
Minimum Experience
Required:
• Minimum of 2 years of experience in process improvement, patient engagement, business strategy, or related roles with a track record for driving tangible results OR
• Minimum of 2 years of direct patient care delivery with track record of positive results.
Preferred:
• Direct patient facing experience within retail healthcare delivery.
• Experience in referral intake process innovation and patient adherence/care solution development and implementation.
• Prior experience collaborating cross-functionally with key stakeholders to accomplish common goals.
Knowledge Skills and Abilities
• Proven experience in developing and implementing changes in response to patient and/or peer feedback.
• Strong interpersonal skills with ability to collaborate effectively across diverse business units
• Proficient analytical skills to interpret data, identify trends, and make data-driven decisions.
• Ability to have high attention to detail while also driving forward company strategy and the ability to see big picture
• Proven ability to foster a culture of innovation, encouraging the exploration of new tools and technologies for patient engagement.
• High level of adaptability, creativity, and problem-solving ability in a dynamic healthcare environment.
• Previous experience in healthcare operations, patient engagement, or related roles is highly desirable.
• Demonstrated ability and strong desire to work collaboratively within a team environment.
• Works effectively as a member of cross-functional teams, collaborates and adapts to new concepts and approaches
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