Senior Director of Emerging Technologies - Mercy Medical Center

Mercy Medical Center, recognized as one of America’s Most Trustworthy Companies(Newsweek) and one of America’s Best Midsize Employers (Forbes) in 2024, is hiring a Senior Director of Emerging Technologies! Come join our family of dedicated professionals! Military veterans are also encouraged to apply! 

Mercy’s Senior Director of Emerging Technologies benefits:

• Paid time off (PTO) & company paid holidays
• Tuition reimbursement
• 403(B) retirement plan with generous company match and “catch up” provision
• Mercy’s Rewards & Recognition Program rewarding employees for going above and beyond in living Mercy’s Mission and Values
• Competitive health, prescription, vision and dental benefits & wellness credit
• Employer paid short & long term disability benefits
• Discounts on auto & home insurance and Verizon plans
• Pet Wellness coverage, legal assistance and identity protection
• Mental Health resources and other employee related wellness opportunities through our Employee Assistance Program
• Perks at Work - savings on favorite brands, travel, tickets, dining and more!

The Senior Director of Emerging Technologies at Mercy will lead the strategic vision and implementation of technology initiatives aimed at enhancing consumer engagement, satisfaction, and overall digital interactions across all touchpoints. The director will collaborate closely with Mercy operational owners to ensure seamless integration of IT solutions that prioritize patient-centricity and drive measurable improvements via technology.  This role will also own the adoption and implementation of AI platforms across Mercy.

Emerging Technologies Strategy

• Develop and execute a comprehensive digital experience strategy aligned with organizational goals and patient needs.
• Identify opportunities for innovation and improvement in digital patient interactions, leveraging emerging technologies and best practices, including AI.
• Collaborate with leadership and the AI Governance Committee to drive AI strategy, adoption, and implementation across the organization, including becoming the subject matter expert in this area of technology and staying knowledgeable about the emerging technology.
• Work with Epic Program Manager and other IT directors to evaluate and implement new patient-focused Epic tools.

Digital Transformation Leadership

• Lead the digital transformation efforts to enhance customer satisfaction through digital channels such as websites, patient portals, mobile apps, wayfinding technology, and virtual care platforms.
• Champion user-centered design principles and ensure all digital solutions meet usability and accessibility standards.

Cross-functional Collaboration

• Collaborate with IT teams to prioritize and implement digital solutions that improve patient access to care, streamline processes, and enhance data security and privacy while maintaining Mercy’s value propositions of quality and individualized care.
• Work closely with Marketing and Quality to implement patient engagement campaigns that promote digital tools and services.

Patient Journey Mapping

• Conduct thorough analysis and mapping of the patient journey across digital touchpoints to identify pain points and opportunities for improvement.
• Implement strategies to personalize and tailor digital experiences based on patient preferences and behaviors.

Performance Monitoring and Optimization

• Establish key performance indicators (KPIs) and metrics to monitor the effectiveness of patient-facing technology initiatives.
• Continuously analyze data and user feedback to optimize digital platforms and services, ensuring a seamless and intuitive experience for patients.

IT Compliance and Risk Management

• Work with Compliance and Risk to ensure compliance with regulatory requirements (e.g., HIPAA, Info Blocking) and industry standards related to digital interactions and data privacy.
• Mitigate risks associated with digital initiatives through proactive risk assessment and management.
• Work closely with the IT security team to ensure that all solutions are built with appropriate cybersecurity standards.

Team Leadership and Development

• Lead a team of analysts, team leads, and/or managers by fostering a culture of collaboration, innovation, and continuous improvement.
• Provide mentorship and professional development opportunities to team members to support their growth and success.

Education and Work Experience:

• Master’s degree in Business Administration.
• Minimum of 15 years technology related experience.
• 5+ years in digital strategy development, preferably in a healthcare or related industry.
• Strong understanding of artificial intelligence technology, digital technologies, patient engagement platforms, and user experience design principles.
• Excellent leadership and interpersonal skills with the ability to collaborate effectively across all levels of the organization.
• Strategic thinker with the ability to translate vision into actionable plans and measurable outcomes.
• Experience managing complex projects.
• Experience with operating and capital budgeting processes.

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Mercy Health Services is sponsored by the Sisters of Mercy. We are an Equal Opportunity Employer (EEO) recruiting talent for Mercy Health Services, which serves the greater Baltimore Metro and surrounding Maryland areas.