Digital Patient Experience Manager

Ellis Medicine•Schenectady, NY

11h•Onsite

About The Position

The Digital Patient Experience Manager serves as the strategic lead for Ellis Medicine’s digital patient experience — ensuring patients can easily find, trust, and access care through digital channels. This role is responsible for coordinating and improving Ellis Medicine’s digital “front door,” including online reputation, website experience, search visibility, and digital patient feedback. The position works across departments to align digital touchpoints with patient needs and organizational priorities. Under the direction of the Senior Director of Marketing & Communications, this role acts as an organizational coordinator, partnering with Marketing, Information Technology, Patient Access, clinical practices, and external vendors to enhance digital access, improve patient experience, and strengthen Ellis Medicine’s reputation. This is a strategy and coordination role, not a technical programming or primary content creation position.

Requirements

Bachelor’s degree in Marketing, Communications, Business, Healthcare Administration, or related field required.
Five to eight years of progressively responsible experience in digital marketing, digital strategy, healthcare marketing, or related field required.
Experience working within a healthcare system or similarly complex, regulated environment
Demonstrated experience in digital strategy, including website optimization, SEO, and online reputation management
Experience analyzing digital performance metrics and translating data into actionable insights
Experience managing cross-functional projects and coordinating across departments
Strong strategic thinking and analytical skills
Ability to interpret digital data and identify trends, opportunities, and risks
Excellent project management and organizational skills
Ability to lead initiatives across departments without direct authority
Strong written and verbal communication skills, particularly in patient-facing, regulatory or sensitive contexts
Understanding of patient experience principles and healthcare access challenges
Familiarity with website content management systems, SEO tools, and reputation management platforms
Ability to manage multiple priorities in a fast-paced environment
Collaborative, proactive, and solutions-oriented approach

Responsibilities

Lead and support the development of a cohesive digital patient experience strategy aligned with organizational goals
Identify opportunities to improve how patients find, evaluate, and access care online
Monitor emerging trends in digital healthcare access, search behavior, and patient expectations
Monitor and manage Ellis Medicine’s presence across online review platforms (e.g., Google, Yelp, Healthgrades)
Develop and implement standards for timely, consistent, and empathetic responses to patient reviews
Track and analyze trends in patient feedback and sentiment
Produce regular reports summarizing insights and identifying opportunities for operational improvement
Escalate recurring or systemic issues to appropriate departments (Patient Experience, Nursing, Operations)
In collaboration with the Senior Director, lead strategic oversight of the Ellis Medicine website
Serve as project lead for website enhancements and refresh initiatives, working with external vendors
Optimize website structure and content based on patient needs, high-demand services, and key user tasks
Ensure accuracy and consistency of clinical and service information
Establish and maintain governance processes for website updates and content management
Improve search engine optimization (SEO) across Ellis Medicine’s digital properties
Optimize service line content, metadata, and provider listings to align with patient search behavior
Ensure accuracy and consistency across online directories and listings
Monitor and improve visibility in search engines and emerging AI-driven search tools
Track and analyze key performance indicators related to website engagement, search visibility, patient access, and online reputation
Develop dashboards and reports to communicate performance to leadership
Use data to inform strategy, prioritize improvements, and measure impact
Monitor social media channels for patient questions, concerns, and feedback
Coordinate responses with Marketing and Patient Experience teams
Identify emerging issues and trends impacting patient perception and experience
Serve as a central point of coordination across Marketing, IT, Patient Access, and clinical practices for digital patient experience initiatives
Participate in cross-functional meetings to align digital strategy with operational workflows
Support implementation of improvements related to patient access, navigation, and communication
Work with external vendors supporting website development, SEO, and reputation management
Help evaluate vendor performance and identify opportunities for optimization
Lead and manage digital initiatives from planning through execution
Prioritize high-impact work and ensure timely completion of projects
Balance strategic initiatives with ongoing operational needs
Stay current on best practices, tools, and trends in digital healthcare experience and consumer behavior
Identify and recommend opportunities for innovation and improvement
Collaborate effectively with colleagues across the organization
Maintain patient confidentiality and adhere to all privacy policies and laws
Support departmental and organizational initiatives
Complete required training as assigned
Additional duties as assigned