Digital Patient Experience Project Manager

Summit Orthopedics•Woodbury, MN

10d•Onsite

About The Position

The Digital Patient Experience Project Manager leads enterprise-wide projects that improve how patients' access, navigate, and engage with Summit Orthopedics through digital tools and connected workflows. This role oversees digital health implementations, enhancements to patient-facing technology, process improvements, adoption, and performance measurement across the patient journey. Working closely with Information Technology, Clinical Operations, Patient Access, Revenue Cycle, and external partners, this position has a solid line relationship to Marketing to ensure the digital experience aligns with Summit's brand and consumer experience standards.

Requirements

Solid line relationship to Marketing to ensure the digital experience aligns with Summit's brand and consumer experience standards.
Dotted line partnerships with Information Technology, Marketing and Quality to ensure digital solutions are technically sound, appropriately governed and aligned with Summit's brand, quality and patient experience standards.

Nice To Haves

This role supports alignment but does not own marketing strategy or campaign execution.

Responsibilities

Leads cross-functional digital patient experience projects from discovery and business-case development through implementation, adoption, stabilization and continuous post-launch optimization.
Manages initiatives across the full digital patient journey - from a patient's first interaction with Summit through access, scheduling, care navigation, follow-up and re-engagement.
Develops and maintains digital experience project charters, scope, requirements, roadmaps, schedules, resource plans, decision logs and status reporting.
Facilitates patient journey mapping and workflow analysis to identify friction points, access barriers, areas of duplication, and opportunities for digital experience improvement.
Partners across departments and with external vendors to manage dependencies, align priorities and deliver integrated solutions.
Leads vendor evaluation, implementation planning, contract deliverable oversight, issue escalation and performance reviews for assigned digital health platforms and services.
Plans and coordinates user acceptance testing, readiness assessments, training, communications, go-live support, change management and adoption activities for new digital tools and/or workflows.
Establishes and monitors key performance indications, including digital adoption, scheduling conversion, portal activation, completion and abandonment rates, call deflection, patient satisfaction and operational efficiency.
Uses analytics, patient feedback, frontline input, and performance data to prioritize enhancements and develop continuous recommendations.
Ensures digital patient experience initiatives support organizational standards for accessibility, quality, privacy, patient safety and regulatory compliance.
Maintains dotted line partnerships with Information Technology, Marketing and Quality to ensure digital solutions are technically sound, appropriately governed and aligned with Summit's brand, quality and patient experience standards.
Partners with Marketing to ensure patient facing platforms, workflows and communications create a consistent, accessible, and patient-centered Summit experience.
Performs other duties and/or special projects as assigned and applicable.