UChicago Medicine · 8 hours ago
Omnichannel Patient Engagement Program Director
Chicago, IL
Full-time
Hybrid
Director/Executive
8+ years expUChicago Medicine is a world-class academic healthcare system seeking an Omnichannel Patient Engagement Program Director to lead the implementation and management of Salesforce’s AI agent platform, Agentforce. The role focuses on enhancing patient experience and digital interactions by collaborating with various stakeholders to deliver a user-centered engagement strategy.
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
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
Company
UChicago Medicine
The University of Chicago Medicine has been at the forefront of medicine since 1927, when we cared for our first patients.
5001-10000 employees
Funding
Current Stage
Late StageTotal Funding
$112.4MKey Investors
National Institutes of Health
2019-04-10Grant· $9M
2018-10-14Grant· $3.4M
2017-05-24Grant· $100M
Leadership Team
Ivan Samstein
Executive Vice President and Chief Financial Officer, University of Chicago Medicine
Jason Keeler
Executive Vice President and COO
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