Patient Communications Product Manager

Holland America-Princess (Holland America Dawson City Inn); Juneau (AK); Hybrid; USD 54,000 - 76,000; Full time

Job summary

SEARHC is seeking a Patient Communications Product Manager to oversee the patient communications platform across Revenue Cycle, Operations, and IT. You will configure workflows, manage changes, and drive continuous improvement in messaging quality and governance.

The role focuses on operational patient communications, coordinating with vendors and internal stakeholders to ensure timely, compliant communications that support patient-centered care.

Qualifications

• Excellent written and verbal communication skills, including the ability to present information clearly and adapt messaging for diverse audiences.
• Strong project management, organizational, and prioritization skills with the ability to manage multiple initiatives and deadlines effectively.
• Demonstrated change management skills and the ability to support adoption of new processes, workflows, and technologies.

Responsibilities

• Serve as the primary owner and administrator of the patient communications technology platform, ensuring system functionality, reliability, and alignment with organizational goals.
• Oversee application configuration, workflow design, build, testing, implementation, and ongoing optimization for patient communication and messaging automation.
• Manage and prioritize enhancement requests, system changes, and issue resolution processes in partnership with operational leaders, Information Technology, and vendors.
• Partner with Revenue Cycle, Operations, Marketing, Patient Experience, Information Technology, and other stakeholders to develop, review, and maintain patient communication workflows, scripts, and messaging content.
• Establish and maintain standards for communication governance, including message quality, voice and tone, approval processes, and compliance with organizational policies.

Skills

Communication skills

Project management

Change management

Analytical thinking

Cross-functional collaboration

Education

Bachelor's degree in healthcare administration, business, communications, information systems

Tools

Microsoft Office

Healthcare applications

Dashboards

Job description

Pay Range:

Pay Range:$38.93 - $54.76The Patient Communications Product Manager supports the administration, governance, and optimization of SEARHC’s patient communication technology platforms and related operational workflows. This role serves as a central point of coordination among Revenue Cycle, Operations, Patient Access, Patient Experience, Brand and Engagement, Information Technology, Compliance/Privacy, and service line leaders to ensure patient communications are accurate, timely, compliant, patient-centered, and aligned with approved enterprise standards. This position supports the Connected Care Communications Work Group (CCW) by helping implement approved communication standards, templates, workflows, role-based access controls, escalation pathways, and performance monitoring processes. The product manager coordinates platform configuration, testing, issue resolution, training, user support, and continuous improvement activities to promote consistent and appropriate use of patient communication tools across the enterprise. The role focuses on operational patient communications product. It does not independently authorize governance decisions or own out-of-scope functions such as marketing, public relations, clinical documentation, provider-to-provider communication, portal messaging, vendor management, or IT delivery governance unless specifically assigned or escalated through the appropriate governance pathway.

SEARHC

is a non-profit health consortium which serves the health interests of the residents of Southeast Alaska. We see our employees as our strongest assets. It is our priority to further their development and our organization by aiding in their professional advancement.

Working at SEARHC is more than a job, it’s a fulfilling career. We offer generous benefits, including retirement, paid time off, paid parental leave, health insurance, dental, and vision benefits, life insurance and long and short-term disability, and more.

Key Essential Functions and Accountabilities of the Job

Serve as the primary owner and administrator of the patient communications technology platform, ensuring system functionality, reliability, and alignment with organizational goals.

Oversee application configuration, workflow design, build, testing, implementation, and ongoing optimization for patient communication and messaging automation.

Manage and prioritize enhancement requests, system changes, and issue resolution processes in partnership with operational leaders, Information Technology, and vendors.

Partner with Revenue Cycle, Operations, Marketing, Patient Experience, Information Technology, and other stakeholders to develop, review, and maintain patient communication workflows, scripts, and messaging content.

Establish and maintain standards for communication governance, including message quality, voice and tone, approval processes, and compliance with organizational policies.

Lead change management activities related to patient communication technologies, including readiness planning, stakeholder engagement, adoption strategies, and reinforcement of new processes.

Design and deliver training, onboarding, and user support resources to promote effective platform adoption and consistent use across the organization.

Manage support processes including user access, troubleshooting, ticket resolution, and escalation of complex application issues.

Monitor application performance, communication outcomes, usage trends, and analytics to evaluate effectiveness, identify opportunities, and support continuous improvement.

Develop and maintain reporting, status updates, and stakeholder communication regarding application performance, project progress, risks, and opportunities.

Cultivate effective vendor relationships and oversee vendor performance to support service quality, innovation, and value realization.

Support high-impact or time-sensitive communication initiatives by helping coordinate accurate, timely, and operationally aligned messaging through approved workflows.

Education,

Certifications, and Licenses Required

Bachelor’s degree in healthcare administration, business, communications, information systems, or a related field is preferred.

An equivalent combination of education and combined relevant experience may be considered in lieu of a degree.

Experience Required

Minimum of 4 years of experience in healthcare operations, patient access, revenue cycle, communications, healthcare technology, or a related field.

Minimum of 4 years of experience leading projects, workflows, implementations, or operational initiatives, including coordination across multiple stakeholders.

Experience supporting, optimizing, or administering technology applications, communication platforms, or workflow tools is preferred.

Internal candidates with at least 3 years of supervisory, lead, or project management experience at SEARHC may be considered qualified for this role.

Knowledge, Skills, and Abilities:

Excellent written and verbal communication skills, including the ability to present information clearly and adapt messaging for diverse audiences.

Strong project management, organizational, and prioritization skills with the ability to manage multiple initiatives and deadlines effectively.

Demonstrated change management skills and the ability to support adoption of new processes, workflows, and technologies.

Ability to translate technical concepts and system capabilities into practical solutions and understandable language for operational and leadership audiences.

Strong collaboration and relationship-building skills with the ability to work effectively across cross-functional teams and influence stakeholders at all levels.

Knowledge of communication platforms, workflow automation, and performance measurement tools used to support patient engagement and communication effectiveness.

Analytical skills with the ability to collect, interpret, and use data to identify trends, evaluate outcomes, and support continuous improvement.

Ability to exercise sound judgment, maintain discretion, and manage sensitive information in a professional manner.

Self-directed and adaptable, with the ability to work independently in a fast-paced environment while maintaining attention to detail and accountability.

Computer

Skills:

Proficient in Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.

Experience working with healthcare applications, communication platforms, reporting tools, and workflow management systems.

Ability to use spreadsheets, dashboards, and reporting tools to analyze performance, monitor trends, and support decision-making.

Other Qualifications:

Ability to work effectively across departments and build productive relationships with operational leaders, information technology, vendors, and end users.

Strong problem-solving skills with the ability to identify issues, evaluate options, and implement practical solutions.

Ability to manage competing priorities, adapt to changing business needs, and maintain accuracy in a fast-paced environment.

Commitment to professionalism, accountability, confidentiality, and customer-focused service.

Travel Required:

Travel required; Travel is by jet, small aircraft, or ferry.

Required Certifications

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If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!