Digital Patient Experience Program Manager

As part of a multi-year, enterprise-wide strategic initiative, the Program Manager will lead multiple projects of diverse scope, size, and budget, each of which may have its own project manager and team.You will develop project management processes, frameworks, and methodologies across all projects to ensure consistency, which may involve aligning cross-departmental and cross-functional teams. You will be responsible for overseeing the development and timely execution of project roadmaps. As Program Manager, you must be a strategic thinker with a curiosity for problem-solving, passion for continuous process improvement, and a drive to increase collaboration and alignment across the Digital Patient Experience program. You should be eager to drive a transformative program changing the nature of the way patients and consumers are able to access healthcare and engage with healthcare delivery. In this role, you will:

  • Be responsible for managing the entire program life-cycle, such as developing an overall program roadmap that best aligns individual project goals and dependencies, as well as optimizing resource allocation.

  • Be responsible for driving program budgeting and resourcing, managing scope, and program delivery. Coordinates and monitors project schedules, budgets, resources, tasks, risks, staff, and deliverables.

  • Support project planning, project workload balance, program governance, training needs, joint change control and risk management, aligning schedules and coordinating resources, and managing an overall portfolio management tool.

  • Support, train, and be responsible for skill and career development for the Project Managers.

  • Adapt effectively to changing circumstances, seeking alternative ways to achieve Program goals. Identify dependencies, remove roadblocks, and mitigate potential risks.

  • Drive exploratory data analyses to uncover trends and uncover areas of opportunity for new projects to drive targeted outcomes.

  • Understand the drivers of business value and coordinates with the Program leadership to drive development of business plans and definition of the key performance indicators that define success for the Program.

  • Determine project success metrics and implement measurement and reporting processes.

  • Communicate Program timelines, scope, deliverables, and risks to Program leadership and key cross-departmental stakeholders, helping to build consensus.

  • Present actionable recommendations and tailor messages appropriately to each audience — clinical vs non-clinical, technical vs non-technical, front-lines vs senior leadership.

  • Facilitate resource planning, prioritization, and trade-off discussions.

  • Foster strong partnerships with stakeholders, technical leads, and internal customers. Effectively leverage the knowledge and creativity of the core team and all available resources around UCSF.

This position is located at our Mission Bay campus and is full time (1 year contract with option to hire or extend).

Candidate Profile

  • Experience in and passion for at least one of the following areas (bonus points for more than one): clinician/provider workflows, patient experience and access, electronic health records, digital therapeutics, chronic disease management, telehealth and remote management, interoperability, mobile health, and related fields

  • 7+ years’ project management experience, with at least 3+ years experience in program management — managing multiple projects of various sizes, including large, complex, cross-functional initiatives (ideal if this has been in healthcare).

  • 3+ years’ health system experience

  • Pride of ownership in delivering results for the program and projects being managed

  • Experience with resource capacity planning across multiple years.

  • Experience in developing program budgets and monitoring planned versus actual and projected expenses to ensure on-budget execution

  • Experience setting and using project KPIs to drive evaluation and decision-making

  • Experience working closely with cross-functional teams and subject-matter experts

  • Experience with developing and implementing project management processes, frameworks, and methodologies across a suite of projects to ensure consistency

  • Experience using both waterfall and agile project management methodologies

  • Very comfortable with Excel, Powerpoint, and Portfolio and Project Management tools

  • Exceptional written and verbal communication skills, with strong attention to detail

  • Ability to work nimbly across multiple projects

  • Bachelor’s degree in related area

Impress Us Even More

  • Experience with operationalizing the digital transformation of an organization: bringing to life digital solutions that enhance clinical and operational effectiveness and efficiency

  • MBA, MHA, MPH or related business-oriented degree, or equivalent experience

Do you meet the above criteria? If so, apply now!

Please email your cover letter and resume to cdhi@ucsf.edu

About the Center for Digital Health Innovation (CDHI) at UCSF

Founded in 2012, the Center for Digital Health Innovation (CDHI)at UCSF enables, creates, and accelerates digital technology necessary to transform care delivery bringing the right treatment to the right patient at the right time. CDHI collaborates with Industry and UCSF Scientific Innovators to envision and realize new solutions to improve the lives of patients and providers. We bridge emerging technologies and the healthcare ecosystem to enable real change and drive health innovation by bringing bold ideas to life.

About the UCSF Health Digital Patient Experience Program

The Digital Patient Experience (DPE) program is an ambitious, forward-thinking, institution-wide effort to make UCSF Health the nation’s premier digitally-enabled care provider. DPE is creating a unified digital experience incorporating existing and new technologies to enable UCSF patients and consumers to easily and efficiently access and interact with care delivery in a way that is empathic, delightful, personalized, and modern. DPE’s focus areas are:

  • Digital front door. Help consumers, patients and their caregivers find doctors, hospitals, services, and health information quickly and easily.

  • Transform Patient Access. Connect patients with the right provider at the right time in the right location.

  • UCSF Health Portal. Design a newly branded, unified UCSF Health Patient Portal experience for web and mobile platforms.

  • Enable Virtual Care. A more connected patient experience for acute symptoms, chronic illness, post-acute care, or peri-procedural care.