At Blue Shield of California, we are transforming the way we do business in order to transform healthcare: making it easier and less expensive to use, as well as higher quality for everyone. In tomorrow's world, digital capabilities will be at the heart of how we operate and what we deliver to our members and provider partners.
Come join the Digital Customer Experience team, where you'll be at the very center of our transformation. Our team is immersed in the technology, data, and user centered design that will deliver a healthcare experience worthy of family and friends.
The Sr. Director, Digital Provider Experience will build a growing team responsible for overall the design and development of digital experiences and products that help integrate Blue Shield and healthcare providers into one, single ecosystem. The Sr. Director is accountable for creating capabilities in support of Provider Transformation and our Healthcare Model of the Future. As a member of the Digital Experience Leadership Team, he/she is expected to provide thought leadership and insights to realize the broader digital roadmap.
The Sr. Director is accountable for key digital experiences such as: provider front office self service (benefits, scheduling, authorizations), back office support (claims and payment), clinician point of care enablement, clinician-patient interactions (in collaboration with the Consumer team). The goal is to enhance the quality of care, deliver health and cost outcomes and drive collaboration between the payer and the provider across key functions. The successful candidate enjoys working in a fast paced, agile environment. He/she can effectively collaborate and influence a cross functional team that includes our internal Provider, Health and Wellness Management teams, Technology Leads and Engineers, UX Designers, as well as, external stakeholders and users. The Digital Provider Experience Team is responsible for conception, design, development, delivery, KPIs, management and evolution of these digital products and experiences.
This position will be based out of Oakland, travels periodically within California and will report into the Vice President of Digital Experience.
Key responsibilities include:
Accountable for the overall "digital provider experience" (front and backend office). This includes end to end digital product development for providers.
Serves as the Digital Partner to the EVP of Health Care Quality & Affordability. Works with the EVP and senior leaders within HCQA to coalesce multiple digital front-end, provider-impacting strategies into a meaningful, integrated strategy.
Owns communication to key stakeholders and senior management. Identifies key stakeholders and shares knowledge on business needs and potential impacts.
Works closely with the VP of Digital Experience and other key internal business stakeholders to develop the overarching strategy for digital health management.
Charged with significantly upgrading the existing web (provider portal); ensure data-sourcing accuracy, system reliability and performance, and integrating Promise Health Plan's provider site(s).
Accountable for building out 'Digital Tools' for smaller providers
Serve as relationship lead with internal and external stakeholders on the provider and health management and network strategy teams to continuously understand and stay on top of user experience, marketplace and business needs.
Lead a team that partners closely with product managers, UX designers, developers to design, develop, test, track, optimize new and existing health provider facing web and mobile based experiences. Experiences are designed to maximize key business goals, including but not limited to provider relationships/satisfaction, member satisfaction, cost of healthcare, operational cost efficiencies, membership growth.
Define measurable metrics to track success of product enhancements and changes.
- People Management Responsibilities:
Develop and execute on a people strategy that will maximize results and drive employee satisfaction. Build/manage a team of top talent digital product managers.
Has full management responsibility for the hiring, performance and salary reviews, promotions and disciplinary matters for direct reporting employees.
Develops individual goals and objectives linked to the department business plan.
Provides developmental, training, coaching and mentoring opportunities for direct reports.
- University Degree (B.S./B.A.).
10 - 12 years of digital product development and management experience with a demonstrated track record of delivering product market fit. IT experience preferred.
Healthcare industry, provider or payer side experience preferred, consumer digital health or EMR/EHR experience is a plus.
Demonstrated thought leader and adviser to senior leaders. Experience influencing executives through experience with data and market practices.
Strategic thinker and problem solver with hands-on, 'roll up your sleeves' can-do attitude.
Data-driven user center design approach to product development and management, with demonstrated ability to own products that balance and anticipate various users' needs.
Experience working on digital products within large legacy enterprises is a plus. This means you have an understanding of how digital technology can work in the context of enterprise architecture and infrastructure and how to use it to provide competitive advantage for product development, brand management, and/or superior customer experience.