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Department:  Business Services
Status:  Full Time
Shift:  1st

The Program Manager of Member Experience partners with key stakeholders inside Hoag Clinic and Hoag Enterprise teams to create compelling visions while advising and executing on the operational use of CRM technologies that enhance the member experience and access to high-quality personalized care. The Program Manager is responsible for ensuring existing, and emerging business requirements are supported through technology deployments and respective operational workflows. The Program manager aligns technical and operational teams with adhering to an agreed product road map and product schedule. The Program manager intimately understands the business processes of Hoag Clinic and communicates the design of comprehensive solutions to software developers and engineers. 


  • Manage a portfolio of solutions on the Salesforce Health Cloud platform and integration of third-party products focused on patient and physician interactions with MSO teams.
  • Facilitate stakeholder sessions that prioritize feature requests, enhancements, and opportunities aligned to the execution of a virtual care team, authentic and anticipatory physician and member experiences that drive value-based care and promote brand loyalty
  • Deeply understand individualized member needs, physician needs, and operation needs through open communication and collaborative design to deliver the best technology-driven solutions
  • Develop business use cases, business requirements, and cost models through effective elicitation techniques (brainstorming, document analysis, focus groups, interface analysis, interviews, observations, prototyping, etc.)
  • Partner with external and internal design, engineering, and data science teams to ensure that features are delivered to specification
  • Aligns the organization on product roadmap through stakeholder analysis and consensus building for a suite of member and physician experience products
  • Support the achievement of best in class surveys on patient and physician experience
  • Prioritize feature requests, enhancements, and opportunities based on Hoag Clinic goals and objectives
  • Ensure the long-term utility of the Salesforce Health Cloud platform by leading ongoing solution adoption that ensures that new solutions are designed and implemented to support the needs of Hoag Clinic broadly
  • Gather reporting requirements and translate them into analytics, reports, and dashboards.
  • Assist in developing and managing budgets and resource planning processes across Hoag Clinic and Enterprise teams to ensure system reliability and scalability as well as appropriate skilled resource capacity that meets the strategic and organizational goals to execute on member experience strategies
  • Communicate progress to stakeholders, functional owners, and internal team members
  • Establish and sustain a diverse array of network relationships of new and existing Salesforce Health Cloud clients and other industry experts that create pathways to leverage innovative solutions using the most advanced Salesforce development capabilities
  • Be the evangelist for the product area across Hoag Clinic



Education, Training and Experience


•    Bachelor’s degree in Industrial Engineering, Engineering, Computer Science, Business/Healthcare Administration or equivalent Healthcare experience
•    Experience managing large scale strategic initiatives using project management methodologies (Waterfall, agile, scrum, etc.). 


•    3-5 years experience with Salesforce HealthCloud
•    Certified Service/Sales/Community Cloud Consultant or other Salesforce Certification
•    Experience managing Customer Relations Management software deployment or management of an operational team leveraging CRM in a healthcare setting
•    Experience with customizing and setting up various aspects of the Health Cloud data model (Provider/Patient details, Clinical Data, Payer, Utilization Management, etc.) • 
•    Project Management Certification (PMP®, PMI-ACP®, PMI-ACP®,etc.)

Skills or Other Qualifications

•    Proficient at analyzing issues and obstacles to determine root cause(s), weighing options, choosing appropriate courses of action, and measuring and revising strategy based on results. 
•    Ability to interact with both technical and functional customers to understand requirements, analyze information, and design comprehensive solutions. 
•    Fervent passion for tackling healthcare challenges to improve the lives of others
•    Adaptability to thrive in highly complex and changing environments
•    Familiarity with enterprise software 
•    Excellent organizational skills with the ability to keep track of multiple projects simultaneously
•    Ability to describe complex technical concepts in straightforward terms
•    Strong project management skills and ability to effectively utilize project management tools.
•    Ability to work on multiple and complex projects. 
•    Strong written and oral communication skills including documentation and presentation skills. 
•    Ability to translate information and data into meaningful visual forms and narratives
•    Strong strategic and critical thinking skills.
•    Strong customer relations focus and relationship building capabilities.
•    Independent self-starter; work independently within established guidelines, and maintain confidentiality.


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