Sr Manager, Patient Access Governance

Overview

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• Wellness incentives 

• Ongoing mentorship, development, and leadership programs  

• And more

Description

Overview:

• The Senior Manager, Patient Access Platform Governance and Solutions provides leadership for the governance, optimization, and strategic administration of enterprise patient access platforms across Emory Healthcare.
• This role serves as a strategic liaison between operational, digital, technical, and vendor partners to ensure patient access platforms are effectively governed, aligned with organizational priorities, and optimized to support scalable workflows, operational efficiency, and an improved patient experience.

Primary Duties and Responsibilities:

• Platform Governance and Standards:
  • • 1. Establish and maintain governance structures for enterprise patient access platforms.
    • 2. Develop and manage platform standards, workflows, naming conventions, documentation, and operating procedures.
    • 3. Ensure consistency, compliance, and alignment of platform usage across business units and operational areas.
    • 4. Chair or facilitate governance committees and working groups responsible for platform oversight and prioritization.
    • 5. Maintain platform roadmaps and governance frameworks to support long-term organizational goals.
• Digital Strategy and Relationship Management:
  • • 1. Serve as a primary liaison between Patient Access, Emory Digital, OIT, operational stakeholders, and technology vendors.
    • 2. Participate in strategic planning, roadmap discussions, and platform investment decisions.
    • 3. Translate operational requirements into technology solutions and implementation strategies.
    • 4. Facilitate communication and alignment among business, operational, and technical stakeholders.
    • 5. Manage vendor relationships and collaborate on platform enhancements, issue resolution, and strategic planning.
• Solution Design and Platform Optimization:
  • • 1. Evaluate platform enhancement opportunities and recommend solutions that improve operational efficiency and scalability.
    • 2. Lead cross-platform workflow design and optimization initiatives.
    • 3. Collaborate with technical teams to support integration strategies involving Epic and other enterprise systems.
    • 4. Identify automation opportunities and process improvements that reduce manual effort and improve service delivery.
    • 5. Support enterprise technology initiatives that impact patient access operations.
• Analytics and Decision Support:
  • • 1. Partner with data and analytics teams to develop dashboards, key performance indicators, and reporting frameworks.
    • 2. Monitor platform utilization, adoption, operational performance, and business outcomes.
    • 3. Analyze trends and provide recommendations to leadership based on operational and platform performance data.
    • 4. Support strategic planning through data-driven decision making and performance analysis.
• Change Management and Adoption:
  • • 1. Lead organizational change management efforts related to platform enhancements and new capabilities.
    • 2. Develop communication plans, stakeholder engagement strategies, and adoption frameworks.
    • 3. Support training, education, and organizational readiness activities.
    • 4. Drive continuous improvement through stakeholder feedback, governance reviews, and operational assessments.
• Perform other duties as assigned.

Travel:Travel between Emory Healthcare facilities and affiliated locations may be required.

Work Type: Hybrid employee; may split time between working remotely and working in the office.

Minimum Required Qualifications:

• Education - Bachelor's degree in Information Systems, Healthcare Administration, Business Administration, Project Management, or a related field.
• Experience - Minimum of five (5) years of progressive experience supporting enterprise software platforms, healthcare operations, business solutions, project management, digital transformation, or related fields.
• Minimum of three (3) years of experience leading cross-functional initiatives, governance programs, or strategic platform efforts.
• Knowledge, Skills, and Abilities (Required):
  • • 1. Strong understanding of platform governance, business process design, and enterprise technology solutions.
    • 2. Knowledge of healthcare operations and enterprise platform administration.
    • 3. Ability to collaborate effectively with operational, technical, vendor, and executive stakeholders.
    • 4. Ability to translate business requirements into scalable technology solutions and implementation strategies.
    • 5. Strong analytical, strategic thinking, and problem-solving skills.
    • 6. Experience developing governance frameworks, platform standards, operating procedures, and performance metrics.
    • 7. Experience leading change management, stakeholder engagement, and adoption initiatives.
    • 8. Excellent verbal and written communication, facilitation, and relationship management skills.
    • 9. Ability to influence, guide, and lead cross-functional work without direct authority.
    • 10. Ability to manage multiple priorities and support enterprise initiatives in a complex healthcare environment.
• Preferred Qualifications: Education - Master's degree in Healthcare Administration, Information Systems, Business Administration, or a related field.
• Experience - Experience supporting healthcare platforms such as Epic, Zendesk, QGenda, Kyruus, ServiceNow, or similar enterprise applications.
• Experience with workflow automation, system integrations, platform optimization, or digital transformation initiatives.