User Experience Manager

OrthoCarolina•Berlin, NC

About The Position

The primary responsibility of the User Experience Manager is working with the Director of User Experience to provide strategic leadership for use of technology, software, and tools that promote usability (ease of use), utility (purposefulness) and desirability (user connection) for our patients, healthcare practitioners, and team members. The User Experience Manager will assist in leading ongoing evaluations, development, integration, implementation, and adoption efforts of technology and software applications to support the business operations of the company and its customers. Combining knowledge of health care processes, health information management, Information Technology and resource management to provide services which meet the medical, legal, ethical, and administrative requirements of the organization, as well as ensuring compliance with regulatory agencies. At OrthoCarolina, our team is our greatest asset and the foundation of our success. We are a diverse group of individuals, accountable to each other to uphold the standards of excellence and promote an environment of teamwork throughout the organization. OrthoCarolina has 43 unique care locations with over 1300 professionals who share a common goal to make lives better. Our employees are eligible for a full spectrum of benefits including paid company holidays, wellness programs, and tuition reimbursement. To learn more about Team OC please visit https://www.orthocarolina.com/about-us OrthoCarolina is currently seeking a User Experience Manager to join our team. The User Experience Manager works with the Director of User Experience to provide strategic leadership for use of technology, software, and tools that promote usability (ease of use), utility (purposefulness) and desirability (user connection) for our patients, healthcare practitioners, and team members. The User Experience Manager will assist in leading ongoing evaluations, development, integration, implementation, and adoption efforts of technology and software applications to support the business operations of the company and its customers. Combining knowledge of health care processes, health information management, Information Technology and resource management to provide services which meet the medical, legal, ethical, and administrative requirements of the organization, as well as ensuring compliance with regulatory agencies.

Requirements

Bachelor’s degree in one of the following is preferred: Healthcare Communications, Healthcare Administration, Psychology or Computer Science
5-10 years of IT or UX Support experience
Strong analytical and problem-solving skills.
Excellent communication and ability to interface with end users at all levels
Microsoft Desktop certifications are recommended

Responsibilities

Plans and conducts user research
Use data to evaluate experience effectiveness, identify gaps, and inform continuous improvement.
Manage UX project intake, prioritization, and resourcing across small, medium, and large initiatives.
Establish evergreen UX programs that ensure ongoing optimization and support organizational growth.
Uses existing committee structures to identify, select and implement user experience projects
Interprets data and qualitative feedback
Monitors and maintains critical metrics and KPIs
Reviews, provides analysis, and prepares reports
Contacts users to understand their needs, removing obstacles preventing user satisfaction, and improving the overall customer experience
Provides high quality services, processes, and programs while consistently seeking ways to improve outcomes and enhance service
Possesses excellent communication skills- both oral and written
Presents findings to various audiences, to include executive leadership
Foster collaboration, creativity, and continuous learning
This role may require occasional travel to clinic locations to provide on-site support and collaboration with operational teams.