Program Manager, Patient Engagement

As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women’s Hospital and Massachusetts General Hospital, Mass General Brigham supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care, and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.

We’re focused on a people-first culture for our system’s patients and our professional family. That’s why we provide our employees with more ways to achieve their potential. Mass General Brigham is committed to aligning our employees’ personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development—and we recognize success at every step.

Our employees use the Mass General Brigham values to govern decisions, actions, and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.

General Overview
The Patient Engagement Program Manager works closely with the Chief Patient Experience Officer and Director of Patient Experience, Measurement and Engagement to develop and implement standardized framework relating to patient-facing clinical content communication strategy, policy, and measurement.

Principal Duties and Responsibilities

• With support from the Chief Patient Experience Officer and Director of Patient Experience Measurement & Engagement, the Patient Engagement Program Manager develops strategy, measurement, and policy and relating to patient clinical content communication.
• Crafts and implements framework for patient-facing clinical content communication (eg, enterprise texting, patient gateway email broadcasts)
• Collaborates closely with colleagues across Mass General Brigham including but not limited to Digital, Operations, and Marketing and Communications to assist in the development of clinical content for email broadcasts, text messaging, and other patient facing educational materials.
• Optimally project manages coordination of communications and tracking of measurement data supporting communications.
• Collaborates with marketing and communication colleagues to coordinate patient engagement efforts including the fielding of surveys to patients to gather input to inform strategic initiatives.
• Works jointly with Digital to partner and coordinate patient experience initiatives and projects to assure execution of strategy, policy, and measurement.
• Will partner and maintain close alignment with the Enterprise External Communication team and their standards of practice.
• Other duties as assigned

Qualifications

• Familiar with health literacy best practices and/or patient-centered communications, i.e. edit for reading level.
• Bachelor’s Degree required in a related field
• 3 to 5 years prior experience in field related as an analyst or project manager.
• Experience related to patient communications and content development
• Strong interpersonal skills to enable collaboration across the Mass General Brigham enterprise
• A combination of education and experience may be considered in place of experience

Skills, Abilities and Competencies

Will need to demonstrate Mass General Brigham’s Leadership Competencies for both Performance Focused Leadership and People-Focused Leadership

Performance Focused:

• Customer/Patient Focus: Building strong customer/patient relationships and delivering customer/patient centric solutions
• Manage Complexity: Make sense of complex, high quality, and sometimes contradictory information to effectively solve problems
• Cultivate Innovation: Create new and better ways for the organization to be successful
• Ensure Accountability: Holding self and others accountable to meet commitments
• Learning Agility: Actively learn through experimentation when tackling new problems, using both successes and failures as a learning folder

People Focused:

• Drive Equity and Inclusion: Recognizes the value that different perspectives and cultures bring to an organization
• Collaborate: Build partnerships and work collaboratively with others to meet shared objectives
• Communicate Effectively: Develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences
• Instill Trust: Gain the confidence and trust of others through honesty, integrity and authenticity

#LI-Hybrid

Mass General Brigham is an Equal Opportunity Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under the law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment.