Omnichannel Patient Engagement Program Director

Job Description

Join a world‑class academic healthcare system,
UChicago Medicine
, as the Omnichannel Patient Engagement Program Director responsible for leading 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 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 Director will partner with 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 matrix 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 3rd 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…