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UChicago Medicine · 1 month ago

Omnichannel Patient Engagement Program Director

US-IL-Chicago

Full-time

Hybrid

Director/Executive

$186K/yr - $259K/yr

8+ years exp

UChicago Medicine is a world-class academic healthcare system seeking an Omnichannel Patient Engagement Program Director responsible for leading the implementation and ongoing management of Salesforce’s AI agent platform, Agentforce. This role involves enhancing patient access, improving experiences, and collaborating with various stakeholders to deliver a user-centered engagement strategy across multiple channels.

Health CareHospitalMedicalMedical Device

Responsibilities

Define and communicate the product vision, strategy, and roadmap for Agentforce and AI-related initiatives

Align product goals with the overall business strategy and objectives

Lead the implementation of the Omnichannel Patient Engagement initiative, ensuring milestones, deliverables, and timelines are met

Work closely with executive sponsors, clinical leaders, IT, security, legal, marketing, and patient access teams to gather requirements and prioritize features

Responsible for driving the creation, prioritization and maintenance of the product backlog to ensure the delivery of high-value features

Ensure user stories are well-defined and meet acceptance criteria

Partner with finance to build business cases, monitor ROI, and ensure investment in patient engagement delivers tangible business outcomes in the form of KPIs

Manage relationships with Salesforce and 3rd party IT vendors such as Slalom to ensure successful delivery, system integration, and solution configuration aligned with business goals

Coordinate steering committee activities and serve as the primary liaison between executive sponsors, clinical leaders, IT, security, legal, marketing, and patient access teams to drive alignment and decision-making

Ensure digital and voice engagement solutions comply with HIPAA, ADA, and other healthcare privacy and accessibility standards

Develop hands-on understanding of Salesforce Agentforce, including chatbot and voice capabilities, to support vendor collaboration and future internal management of the platform

Lead change management, training coordination, and internal communication efforts to drive platform adoption and optimize patient and staff experience

Qualification

SalesforceAI technologiesPatient engagementMarketing strategyDigital transformationProject managementCompliance knowledgeVendor managementLeadership skillsCollaboration

Required

Bachelor's degree in Business, Healthcare Administration, Marketing, Information Systems, or related field required

8+ years of experience managing complex, cross-functional projects or programs, ideally in healthcare, digital transformation, or patient engagement

Demonstrated success leading governance forums, aligning executive stakeholders, and driving initiatives from strategy through execution

Strong background in marketing strategy, analytics, and ROI measurement tied to digital engagement

Experience managing third-party vendors, consultants, and system integrators

Familiarity with CRM platforms, particularly Salesforce, with willingness to develop hands-on expertise in chatbot and voice agentic AI technologies

Working knowledge of AI technologies and their application in patient engagement, personalization, and digital experience optimization

Strong leadership skills with experience in matrixed organizations and indirect team management

Experience navigating regulated environments, such as healthcare, finance, or banking, where data security and compliance are paramount

Proven ability to balance innovation with compliance, ensuring adherence to HIPAA, ADA, and data security standards

Commitment to delivering a seamless, accessible, and patient-centered healthcare experience

Preferred

Master's degree preferred

Benefits

Medical and religious exemptions will be considered for flu vaccination consistent with applicable law.

UChicago Medicine is committed to transparency in compensation and benefits.

The pay range provided reflects the anticipated wage or salary reasonably expected to be offered for the position.

The pay range is based on a full-time equivalent (1.0 FTE) and is reflective of current market data, reviewed on an annual basis.

Compensation offered at the time of hire will vary based on candidate qualifications and experience and organizational considerations, such as internal equity.

Pay ranges for employees subject to Collective Bargaining Agreements are negotiated by the medical center and their respective union.

Review the full complement of benefit options for eligible roles at Benefits - UChicago Medicine.