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Job Summary

As the Digital Care Journey Manager, you will be responsible for designing, optimizing, and managing the end-to-end patient care journey across digital touchpoints. You will lead a team of specialists to ensure that our patients receive world-class support and service through our website, mobile app, social media, and other online channels. You will work closely with cross-functional teams to enhance customer satisfaction, drive digital engagement, and continuously improve the patient experience. Come join a remarkable team where quality care meets quality service, in every dimension, every time.

Let Novant Health be the destination for your professional growth.

At Novant Health, one of our core values is diversity and inclusion. By engaging the strengths and talents of each team member, we ensure a strong organization capable of providing remarkable healthcare to our patients, families and communities. Therefore, we invite applicants from all group dynamics to apply to our exciting career opportunities.

Responsibilities

It is the responsibility of every Novant Health team member to deliver the most remarkable patient experience in every dimension, every time.

+ Our team members are part of an environment that fosters team work, team member engagement and community involvement.

+ The successful team member has a commitment to leveraging diversity and inclusion in support of quality care.

+ All Novant Health team members are responsible for fostering a safe patient environment driven by the principles of "First Do No Harm".

Qualifications

+ Education: Bachelor's degree in business, marketing, or a related field, required. (Master's degree preferred).

+ Experience: 15 years of professional experience, 5+ in digital care, customer experience, or a related role, required.

+ Additional Skills (required):

+ Proven track record of managing teams and driving results in a fast-paced, digital environment.

+ Strong analytical skills and the ability to translate data into actionable insights.

+ Excellent communication and collaboration skills.

+ Familiarity with customer support technologies and tools.

+ Creative problem-solving abilities and a passion for improving the customer experience.

+ Knowledge of industry trends and best practices in digital care.

+ Key Responsibilities:

+ Digital Care Strategy: Develop and execute a comprehensive digital care strategy that aligns with our company's customer experience goals and business objectives.

+ Journey Mapping: Create and maintain customer journey maps, identifying pain points, and implementing strategies to enhance the customer experience at each touchpoint.

+ Team Leadership: Lead and inspire a team of digital care specialists, setting clear goals, providing coaching and feedback, and fostering a culture of continuous improvement.

+ Content Strategy: Collaborate with content creators to ensure that digital care content is relevant, accurate, and engaging.

+ Channel Optimization: Continuously assess and optimize digital care channels, including chatbots, self-service options, and live chat, to improve customer satisfaction and reduce resolution times.

+ Data Analysis: Utilize data analytics and customer feedback to identify trends, uncover insights, and make data-driven decisions to improve the customer journey.

+ Technology Integration: Work with the IT team to integrate and maintain customer support tools and platforms to enhance the efficiency and effectiveness of digital care operations.

+ Performance Metrics: Define and monitor key performance indicators (KPIs) to measure the success of digital care initiatives and adjust strategies accordingly.

+ Cross-functional Collaboration: Collaborate with marketing, product development, and customer insights teams to ensure alignment and consistency in messaging and customer touchpoints.

+ Compliance and Security: Ensure all digital care processes and communications comply with industry regulations and security standards.

Job Opening ID

78285