Director of Digital Services

Hartford HealthCare • Farmington, CT

1d

About The Position

Work where every moment matters. Every day, more than 40,000 Hartford HealthCare colleagues come to work with one thing in common: Pride in what we do, knowing every moment matters here. We invite you to become part of Connecticut’s most comprehensive healthcare network. Hartford HealthCare's unified culture enhances access, affordability, equity and excellence. Its care-delivery system- with more than 500 locations serving 185 towns and cities- includes two tertiary-level teaching hospitals, an acute-care community teaching hospital, an acute-care hospital and trauma center, three community hospitals, a behavioral health network, a multispecialty physician group, a clinical care organization, a regional home care system, a array of senior services, a mobile neighborhood health program and a comprehensive physical therapy and rehabilitation network. On average, Hartford HealthCare touches more than 27,000 lives every single day. The unique, system-wide Institute Model offers a unified high standard of care in crucial specialties at hospital and ambulatory sites across Connecticut offering unparalleled expertise at the most affordable cost. The institutes include: Ayer Neuroscience, Behavioral Health, Cancer, Digestive Health, Heart and Vascular, Orthopedics and Tallwood Urology & Kidney. Position Summary: The Director of Digital Services, being a key member of the ITS leadership team, will be responsible for multiple teams, a portfolio of software and technologies and accountable to key leaders in the organization, helping to define and govern the priorities, budget and activities of the Digital Health applications. The Director will drive the adoption and implementation of digital health solutions to enhance patient experience, improve outcomes, and optimize operations. The Director has primary oversight of the MyChart patient portal and is responsible for implementing strategic initiatives to expand patient-facing technologies and shared oversight of additional digital services, such as enterprise web, Customer Relationship Management (CRM), intranet, digital signage systems, and mobile apps.

Requirements

• Bachelor’s degree in Information Systems, HealthCare Management, Business Administration, Digital Marketing or related field is required
• Two plus years of leadership experience
• Three plus years of healthcare IT management experience in a digital health or transformation related role
• Prior experience implementing and supporting Epic Patient Facing solutions
• Proven track record of successfully delivering projects on-time and on-budget
• Highly effective analytical, organizational and problem-solving skills
• Strong communications skills required - both written and verbal
• Expert at developing / facilitating the use of journey mapping, user experience models, personas, and translating these to operational workflow and business / technical requirements to assure optimum results
• Ability to manage large and diverse work groups to assure cohesive interactions to maximize achievement at meeting department and organizational goals

Nice To Haves

• PMP, Design Thinking Certification (IDEO, MIT, etc.) is strongly desired
• Epic Certification is preferred

Responsibilities

• Oversees all aspects of HHC’s Digital Health solutions, including Epic (MyChart, Hello World, Welcome, Cadence, etc.), and related 3rd party applications
• Serves as an advisor to the organization on digital health application strategy and delivery, and is a representative of the entire ITS department
• Partners with operational leaders in Marketing, Strategy, Hartford HealthCare Medical Group (HHCMG), Integrated Care Partners (ICP), Revenue Cycle, Patient Experience, Provider Relationship Management to ensure that application development and deployment is performed in an efficient, cost effective and technically sound manner while meeting the needs and goals of the organization
• Leads strategic projects, working closely with operational leadership on deployment of new technologies, Epic optimization, geographic expansion, and new service offerings
• Operates as a thought leader for the health care system on Digital Health technologies and Human-Centered Design, and the use of technology to best meet the needs of users and achieve enterprise goals
• Serves as a key resource on HHC’s digital road map, deploying and supporting patient-facing solutions in Epic and other solutions, in collaboration with the applications team and other teams in ITS
• Establishes policies, procedures and standards to measure and monitor the success of applications and production processes; continually strives to improve existing policies in order to provide top-tier service excellence to operational partners; identifies improvement opportunities, and develop action plans when appropriate
• Serves as escalation point for all project and operational issues. Maintains HHC’s high standard for exceptional customer service & communication to all staff while providing resolutions and informs customers of work progress, ensurin timeliness and accuracy
• Creates an environment that empowers staff to continuously develop performance improvement processes using Lean tools. Solicits input in daily operations and projects to improve all end-user functions (Consumer, Patient and Family + Providers, Clinicians, HHC Employees)

Benefits

• We take great care of careers.
• With locations around the state, Hartford HealthCare offers exciting opportunities for career development and growth.
• Here, you are part of an organization on the cutting edge – helping to bring new technologies, breakthrough treatments and community education to countless men, women and children.
• We know that a thriving organization starts with thriving employees-- we provide a competitive benefits program designed to ensure work/life balance.
• Every moment matters. And this is your moment.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 1,001-5,000 employees