Omnichannel Patient Engagement Program Director

Join a world-class academic healthcare system, UChicago Medicine, as the Omnichannel Patient Engagement Program Director responsible for leading the implementation and ongoing management of Agentforce, Salesforce’s AI agent platform. This is a full-time remote position with quarterly travel to Chicago required.  

The Omnichannel Patient Engagement Program Director will implement and maintain Agentforce in order to enhance access, improve patient experience, and streamline digital and voice interactions. The Program Director will collaborate with executive sponsors, clinical and operational stakeholders, Salesforce, and the solution integrator to deliver a coordinated, user-centered engagement strategy across web, text, and voice channels. Additionally, the Omnichannel Patient Engagement Director will continually partner with other marketing leaders and key stakeholders to promote digital transformation and modernize UChicago Medicine’s approach to omnichannel marketing.

Who you are:

An innovative and highly collaborative marketing project leader with:

• Bachelor’s degree in Business, Healthcare Administration, Marketing, Information Systems, or related field required; master’s degree preferred.
• 8+ years of experience managing complex, cross-functional projects or programs, ideally in healthcare, digital transformation, or patient engagement.
• Demonstrated success leading governance forums, aligning executive stakeholders, and driving initiatives from strategy through execution.
• Strong background in marketing strategy, analytics, and ROI measurement tied to digital engagement.
• Experience managing third-party vendors, consultants, and system integrators.
• Familiarity with CRM platforms, particularly Salesforce, with willingness to develop hands-on expertise in chatbot and voice agentic AI technologies.
• Working knowledge of AI technologies and their application in patient engagement, personalization, and digital experience optimization.
• Strong leadership skills with experience in matrixed organizations and indirect team management.
• Experience navigating regulated environments, such as healthcare, finance, or banking, where data security and compliance are paramount.
• Proven ability to balance innovation with compliance, ensuring adherence to HIPAA, ADA, and data security standards.
• Commitment to delivering a seamless, accessible, and patient-centered healthcare experience.

What you’ll gain as the Omnichannel Patient Engagement Program Director: 

• Visibility driving the implementation of cutting-edge Agentic AI tools like Agentforce to transform patient access, streamline workflows, and elevate overall patient experience.
• Opportunity to pioneer AI innovation by customizing multiple AI agents to handle routine scheduling requests, freeing up the patient access team to focus on highly complex patient requests. 

What you’ll do as the Omnichannel Patient Engagement Program Director:

• Define and communicate the product vision, strategy, and roadmap for Agentforce and AI-related initiatives.
• Align product goals with the overall business strategy and objectives.
• Lead the implementation of the Omnichannel Patient Engagement initiative, ensuring milestones, deliverables, and timelines are met.
• Work closely with executive sponsors, clinical leaders, IT, security, legal, marketing, and patient access teams to gather requirements and prioritize features.
• Responsible for driving the creation, prioritization and maintenance of the product backlog to ensure the delivery of high-value features.
• Ensure user stories are well-defined and meet acceptance criteria.
• Partner with finance to build business cases, monitor ROI, and ensure investment in patient engagement delivers tangible business outcomes in the form of KPIs.
• Manage relationships with Salesforce and 3^rd party IT vendors such as Slalom to ensure successful delivery, system integration, and solution configuration aligned with business goals.
• Coordinate steering committee activities and serve as the primary liaison between executive sponsors, clinical leaders, IT, security, legal, marketing, and patient access teams to drive alignment and decision-making.
• Ensure digital and voice engagement solutions comply with HIPAA, ADA, and other healthcare privacy and accessibility standards.
• Develop hands-on understanding of Salesforce Agentforce, including chatbot and voice capabilities, to support vendor collaboration and future internal management of the platform.
• Lead change management, training coordination, and internal communication efforts to drive platform adoption and optimize patient and staff experience. 

E4 Leadership (Equity, Engage, Evolve, Excel) is a patient centered management system that empowers teams to improve on a daily basis. This is done through daily readiness huddles, real time process monitoring, performance review huddles and structured problem solving. E4 Leadership is an evolving system where leaders work together to cultivate a culture of equity and continuous improvement that enables:

1. Each person to realize their full potential for contribution
2. The organization to achieve high performance outcomes
3. System-wide integration, coordination, and seamless execution
4. Clear focus on exceptional, equitable patient care and experiences.

As part of the leadership team, this position will be instrumental in reinforcing and sustaining UCM’s E4 Leadership Culture.

We’ve been at the forefront of medicine since 1899. We provide superior healthcare with compassion, always mindful that each patient is a person, an individual. To accomplish this, we need employees with passion, talent and commitment… with patients and with each other. We’re in this together: working to advance medical innovation, serve the health needs of the community, and move our collective knowledge forward. If you’d like to add enriching human life to your profile, UChicago Medicine is for you. Here at the forefront, we’re doing work that really matters. Join us. Bring your passion.

UChicago Medicine is growing; discover how you can be a part of this pursuit of excellence at: UChicago Medicine Career Opportunities

UChicago Medicine is an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, ethnicity, ancestry, sex, sexual orientation, gender identity, marital status, civil union status, parental status, religion, national origin, age, disability, veteran status and other legally protected characteristics.

As a condition of employment, all employees are required to complete a pre-employment physical, background check, drug screening, and comply with the flu vaccination requirements prior to hire. Medical and religious exemptions will be considered for flu vaccination consistent with applicable law.

Compensation & Benefits Overview

UChicago Medicine is committed to transparency in compensation and benefits.  The pay range provided reflects the anticipated wage or salary reasonably expected to be offered for the position.

The pay range is based on a full-time equivalent (1.0 FTE) and is reflective of current market data, reviewed on an annual basis. Compensation offered at the time of hire will vary based on candidate qualifications and experience and organizational considerations, such as internal equity. Pay ranges for employees subject to Collective Bargaining Agreements are negotiated by the medical center and their respective union.

Review the full complement of benefit options for eligible roles at Benefits - UChicago Medicine.