Digital Experience Manager
Company: Oak Street Health
Title: Manager, Omnichannel Experience
Oak Street Health is a rapidly growing company of primary care centers for adults on Medicare in medically-underserved communities where there is little to no quality healthcare. Oak Street’s care is based on an entirely new model that is based on value for its patients, not on volume of services. The company is accountable for its patients’ health, spending more than twice as long with its patients and taking on the risks and costs of their care. For more information, visit http://www.oakstreethealth.com.
Oak Street Health has set an aspirational goal to provide experiences for our current and future patients that are unmatched in healthcare. In order to be successful in our pursuit, we are scaling the Patient Experience and Engagement team to build patient journeys and experiences that modernize healthcare and meet patients and communities where they are.
The Manager of Omnichannel Experience will own the design, implementation and continuous improvement of our Omnichannel customer service offering. This individual will be responsible for continued expansion and enhancement of Web-based chat, Mobile, and SMS customer service channels with a mandate to grow channel adoption, improve access for our patients, and support new patient growth. This individual will have an exciting opportunity to bring state of the art customer service technologies to an industry that is long overdue for innovation while simplifying and improving accessibility to care.
The Manager of Omnichannel Experience will report into the Sr. Director of Patient Engagement
Oversee Omnichannel program roadmap, design, and implementation
Conduct regular program analysis to inform continuous improvement opportunities and identify opportunities to provide value to our patients
Partner with Voice of Customer Director to ensure patient’s voice is adequately measured during post omnichannel experiences
Oversee and manage Omnichannel vendor relationship and project plan
Summarize and synthesize program performance to internal stakeholder groups
Identify areas for innovation, self service, and automation to give patient access to information and resources sooner and with fewer hand-offs
Partner with VP of Contact Center and team to resource and design training to support Omnichannel program
Potential exposure and additional responsibility of Patient App, Portal, and website as appropriate
Other duties, as assigned
What are we looking for?
Bachelor’s degree in marketing, digital media, communications, or similar
Minimum of 4 years of digital marketing, program management, digital/IT consulting or other applicable experience
Patient/Customer first mindset and approach
Analytical, strategic, and design thinker who is intellectually curious
Strong written and verbal communication skills; ability to influence decision-making at many levels of leadership
Ability to manage complex program implementation plans and execute accordingly
Effectively collaborate to keep cross-functional work team engaged, aligned and on plan
Self-starter, able to drive initiatives with multiple stakeholders from beginning to end
Demonstrated attention to detail without losing the ‘big picture’
Quick learner comfortable with a high level of ambiguity
Strong accountability and discipline against timelines and deliverables
Interest, experience, and/or passion for healthcare and value-based care
Experience in healthcare not required - diverse industry experience encouraged
Proficient in Excel, Powerpoint
US work authorization
Someone who embodies being “Oaky”
What does being “Oaky” look like?
Radiating positive energy
Assuming good intentions
Creating an unmatched patient experience
Driving clinical excellence
Taking ownership and delivering results
Why Oak Street?
Oak Street Health offers our coworkers the opportunity to be at the forefront of a revolution in healthcare, as well as:
Collaborative and energetic culture
Fast-paced and innovative environment
Competitive benefits including paid vacation and sick time, generous 401K match with immediate vesting, and health benefits
Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply to oakstreethealth.com/careers.