Manager Ambulatory Communications

SUMMARY:

Reporting to the System Director of Ambulatory Optimization, the Manager of Ambulatory Communications (“Manager”) is responsible for a variety of communications that support Ambulatory, Clinical Services, and the Medical Group system-wide. The Manager ensures - through regular outreach to the appropriate stakeholders - timely, accurate, well-crafted, and appropriately distributed communications are created and implemented. These communications may be intended for internal or external audiences. For internal communications, they may be patient-focused, staff-focused, and/or provider-focused. External communications will require the Manager work with the Clinical Department leaders and Marketing Communications to ensure accurate content and timely, appropriate distribution.

Our ambulatory community reaches across all Hospital Outpatient Department areas across RI, including Rhode Island Hospital, Hasbro Children’s Hospital, The Miriam Hospital, Newport Hospital, all RI ambulatory and urgent care operations, ancillary services, Hospital-licensed (Morton and Saint Anne’s Hospitals) and non-licensed ambulatory locations in Massachusetts located in the greater Foxborough, Attleboro, Taunton, Fall River, and Norwood areas, including two free-standing Ambulatory Surgery Centers. Working in partnership with Hospital Operations in RI and in Massachusetts, as well as a wide range of support functions (including ancillary services, IS, HR, Finance, Supply Chain, Case Management), our team is charged with organizational change, system integration, and driving operational excellence via both direct authority as well as through indirect influence. Through these efforts, we are creating a unified, high-performing, patient focused ambulatory community across a broad geographic region, committed to improving access for our patients.

Brown University Health employees are expected to successfully role model the organization’s values of Compassion, Accountability, Respect, and Excellence as these guide our everyday actions with patients, customers and one another.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Manage system-wide communications for Ambulatory staff, provider, and patient engagement.
• At the direction of the System Director - Ambulatory Services, ensure accurate, relevant, timely content is provided to ambulatory managers/leaders (Ambulatory Briefing, Ambulatory Services email, Ambulatory Services Intranet site, etc.).
• Act as resource for communications in support of the Ambulatory leadership team’s projects and duties.
• Conceptualize, design, and produce high-impact content for patient and employee engagement.
• Patient communications include working with IT and Digital Teams to optimize patient portal messaging and digital engagement tools.
• Staff communications include new initiatives, workflows, recognitions, and innovations across the system.
• “Communicate with Heart” facilitator
• Provider communications include workforce well-being campaigns and recognition programs.
• Balances schedule, scope, and budget in coordination with senior leaders. Escalates issues to System Director for Ambulatory Optimization and senior leader as appropriate.
• Drives a wide variety of communication projects across ambulatory
• Support internal and external communications highlighting various Brown Health Medical Group/BUH Departments, working with Marketing Communications, the Service Line Executives and their respective dyad partners, and other key Department leaders
• Responsible for regularly updating senior leader and System Director on ambulatory-wide communications efforts, priorities, and potential hurdles in order to meet expectations.
• Partners with Sr Analyst, Ambulatory Business Operations, as needed to collect and analyze data to determine baseline and progress metrics.
• Establish and manage ambulatory-wide communication request process and workflow tools.
• Adept at balancing competing priorities and work schedule and collaborates with others.
• Performs other duties as assigned.

Key Accountabilities:

Thrives in a matrixed management structure: This role must navigate well in a matrixed, multi-layered organization, will possess organizational savvy, and collaborate with department, system and senior leadership, to ensure alignment with system-wide goals and objectives. Facilitate communication and information flow across all stakeholder departments.

EDUCATION:

Bachelor’s degree required.

EXPERIENCE:

• Critical thinker with excellent communication skills.
• Skilled writer, knowledgeable in a wide variety of media and social media and messaging development
• Adept at project management, data analysis
• Creative, detail-oriented, results-driven
• Ability to build strong cross-functional partnerships with stakeholders across the system
• Proven track record in working cross-functionally across business units and/or multidisciplinary project teams.
• Possess strong leadership skills: effective interpersonal skills to influence and guide solutions.
• Familiarity with Microsoft tools (Word, Forms, Excel, Powerpoint, Power BI) and Epic reporting.

SUPERVISORY RESPONSIBILITY:

Provides functional guidance to others who may be assigned on a project basis.

Pay Range:

EEO Statement:

Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.

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