Patient Communications Product Manager

Pay Range:
Pay Range:$38.93 - $54.76 The 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.

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…