Senior Director of Enterprise Innovation & Transformation, Emory Health Plan

Emory-posted about 13 hours ago

Full-time • Mid Level

Onsite • Atlanta, GA

5,001-10,000 employees

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Architect the Future of Healthcare Delivery Emory Health Plan seeks a visionary transformation leader to orchestrate enterprise-wide initiatives that will redefine how 63,000 members experience healthcare. As we scale from $800M to $1.3B over three years, you'll lead the strategic execution of high-impact programs spanning benefit design innovation, digital transformation, AI adoption, large-scale platform migrations, and revolutionary member and provider journey experiences. This is a hands-on leadership role for a builder who thrives at the intersection of strategy and execution. You'll be the catalyst connecting vision to reality, translating bold ideas into measurable outcomes while driving change across clinical, operational, and technology domains.

Strategic Initiative Portfolio Management: Own end-to-end execution of 5-8 enterprise transformation initiatives simultaneously, from concept through sustainment. Develop comprehensive transformation roadmap aligning benefit design, digital strategy, AI innovation, and operational excellence. Lead quarterly transformation governance reviews with President and executive leadership on program health, ROI, and strategic pivots. Establish rigorous program management discipline: milestones, dependencies, risk mitigation, resource allocation, and stakeholder communications. Build business cases and secure funding for transformational investments ($5-15M annually). Drive post-implementation value capture ensuring initiatives deliver promised financial and experience outcomes
Member & Provider Journey Transformation: Architect comprehensive member journey framework spanning: enrollment, provider search, care access, treatment navigation, claims resolution, health improvement, and renewal. Design and implement provider journey optimization covering: onboarding, network management, utilization management interaction, claims processing, quality reporting, and value-based care participation. Map current-state experiences identifying friction points, inefficiencies, and experience gaps through ethnographic research, user interviews, and data analysis. Create future-state journey visions incorporating digital-first touchpoints, AI-powered personalization, and seamless omnichannel experiences. Deploy journey analytics measuring member and provider satisfaction, completion rates, time-to-resolution, and drop-off points. Lead cross-functional squads (clinical, IT, operations, member services) to redesign and optimize critical touchpoints. Establish continuous journey improvement methodology with regular testing, learning, and iteration
Benefits Design & Innovation: Partner with Benefits leadership to reimagine plan designs balancing affordability, access, quality, and member engagement. Lead exploration and implementation of innovative benefit structures: value-based insurance design, personalized benefits, supplemental benefits, and consumerism strategies. Design and launch pilot programs testing new benefits (mental health, fertility, musculoskeletal, continuous glucose monitoring, hospital-at-home). Evaluate market trends and competitive offerings identifying differentiation opportunities for Emory. Build financial models quantifying impact of benefit design changes on utilization, cost, satisfaction, and health outcomes. Conduct A/B testing and controlled experiments measuring member response to benefit innovations. Scale successful pilots into full production with change management and member education campaigns
Digital Transformation & Technology Enablement: Drive digital-first strategy transforming member and provider interactions through modern platforms and experiences. Lead or oversee major platform migrations: member portal redesign, mobile app enhancement, provider portal optimization, data warehouse modernization. Champion adoption of emerging technologies: telehealth expansion, virtual care integration, remote patient monitoring, digital therapeutics. Partner with IT on technology selection, vendor evaluation, implementation oversight, and user acceptance. Define digital experience standards and metrics: mobile responsiveness, page load times, conversion rates, user satisfaction scores. Establish digital product management discipline with agile methodologies, sprint planning, and continuous delivery. Build digital literacy across organization through training, demos, and change advocacy
AI & Advanced Analytics Adoption: Lead enterprise AI strategy identifying high-value use cases: claims processing automation, prior authorization optimization, care gap identification, fraud detection, personalized outreach. Partner with data science teams to develop, pilot, and scale AI/ML models improving operations and member experience. Drive responsible AI governance ensuring fairness, transparency, explainability, and compliance with regulations. Establish AI measurement framework tracking model performance, business impact, and ethical considerations. Build AI literacy through education programs demystifying technology and building confidence in AI-assisted decisions. Evaluate AI vendor solutions and build-vs-buy strategies for AI capabilities. Monitor AI innovation landscape identifying emerging opportunities for competitive advantage
Large-Scale Platform & Vendor Migrations: Lead complex, mission-critical transitions: TPA migrations, PBM transitions, benefits administration platform upgrades, CRM implementations. Develop comprehensive migration playbooks covering: requirements gathering, vendor selection, contract negotiation, implementation planning, testing protocols, cutover execution, and stabilization. Establish program governance with executive steering, workstream leads, and integrated project teams. Manage vendor relationships ensuring accountability to timelines, deliverables, and quality standards. Mitigate migration risks through contingency planning, parallel operations, and robust testing strategies. Drive organizational readiness through training programs, process redesigns, and change management. Ensure seamless member and provider experience during transitions with proactive communications and support
Change Management & Adoption: Architect enterprise change management methodology tailored to health plan context and culture. Assess organizational change readiness and develop strategies addressing resistance, building capability, and accelerating adoption. Design multi-channel communication strategies engaging employees, members, providers, and partners throughout transformation. Build change champion networks across departments creating grassroots advocacy and peer support. Develop training programs and enablement materials supporting new processes, systems, and ways of working. Measure adoption through utilization metrics, satisfaction surveys, and feedback mechanisms. Embed continuous improvement culture celebrating wins, learning from setbacks, and iterating rapidly
Partnership & Stakeholder Management: Serve as strategic advisor to President on transformation priorities, resource allocation, and organizational capability building. Partner with Clinical Operations on care delivery innovations, quality improvement, and population health initiatives. Collaborate with Finance on ROI tracking, business case development, and investment prioritization. Engage HR Benefits on member communications, plan design, and employee engagement. Work with IT on technology strategy alignment, resource planning, and delivery excellence. Build relationships with external partners: technology vendors, consultants, innovation collaborators. Present transformation updates to governance committees and executive leadership with clarity and impact

8-10 years progressive experience leading transformation, innovation, or strategic initiatives in healthcare
5+ years hands-on program/project management experience delivering complex, enterprise-scale initiatives on-time and on-budget
Direct experience with health plans, managed care organizations, integrated delivery systems, or large healthcare payers
Proven track record leading digital transformation, technology implementations, or operational redesign programs
Deep understanding of health plan operations including benefits design, claims processing, provider networks, member services, and regulatory environment
Experience with member/patient journey mapping, service design, and experience optimization
Success leading change management in complex, matrixed organizations with diverse stakeholders
Transformation methodologies: Lean, Six Sigma, Agile, Design Thinking, change management frameworks (Prosci, Kotter)
Program management: PMP or equivalent, portfolio management tools (Smartsheet, Monday, Asana, JIRA), risk management, resource planning
Member/provider journey design: Journey mapping, persona development, service blueprinting, user research, touchpoint optimization
Digital platforms: Experience with member portals, mobile apps, CRM systems (Salesforce), benefits administration platforms, health IT systems
AI & analytics: Understanding of AI/ML applications in healthcare, predictive modeling, automation technologies, responsible AI principles
Benefits design: Knowledge of health insurance products, value-based benefit design, consumerism, wellness programs
Data & measurement: Analytics tools (Tableau, Power BI), defining KPIs, A/B testing, ROI analysis, outcome measurement
Healthcare regulations: HIPAA, ERISA, ACA, state insurance requirements, data privacy
Bachelor's degree in Healthcare Administration, Business, Engineering, or related field (required)

MBA, MHA, MPH, or Master's degree (strongly preferred)
PMP, PgMP, Lean Six Sigma Black Belt, Change Management certification (preferred)

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Senior Director of Enterprise Innovation & Transformation, Emory Health Plan

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