Sr. Manager, Clinical Applications & Digital Patient Experience

Sr. Manager, Clinical Applications & Digital Patient Experience – Information Technology

Location: 620 Foster Ave Brooklyn, NY 11230

Hours: Full Time (Monday – Friday, & On-call)

Premium Health is seeking a highly skilled and experienced Sr. Manager, Clinical Applications & Digital Patient Experience to lead the oversight, support, and optimization of clinical applications and digital patient experience platforms across the organization. This role combines hands-on application expertise with team leadership, cross-functional partnership, and strategic planning to improve clinical workflows, patient access, user adoption, and operational performance.

Premium Health, located in Brooklyn, is focused on providing compassionate, culturally sensitive, comprehensive health care, and behavioral health services to everyone in the community in need, regardless of ability to pay. Through our services, we aim to achieve community wellness for the individuals and families we serve. Premium Health prioritizes a collaborative care approach and utilizes evidence-based treatment, thus achieving improved patient care and superior outcomes. Our goal is to ensure the culture of the office and each patient interaction meets our Standards of CARE: C ompassion, A gility, R espect, and E xcellence.

The Sr. Manager, Clinical Applications & Digital Patient Experience leads in a player-coach capacity, balancing direct system configuration, troubleshooting, workflow optimization, and go-live support with team leadership, governance, and application strategy. The role ensures workflows are standardized, scalable, and aligned across systems to support clinical, operational, revenue cycle, and patient engagement needs. This leader serves as a key liaison among clinical, operational, IT, data, revenue cycle, and vendor teams, translating workflow and business requirements into effective application solutions while directly contributing to system optimization, issue resolution, and user adoption.

Responsibilities:

1. Clinical Applications Oversight, Workflow Design & Optimization

• Lead the design, standardization, and continuous optimization of clinical workflows across multiple systems and applications.
• Define and maintain standards for clinical templates, documentation, configuration, and workflows to improve consistency and scalability.
• Oversee system configuration, enhancements, testing, and issue resolution, with direct hands-on involvement as needed.
• Identify and resolve cross-system inefficiencies, duplication, workflow gaps, and avoidable manual work.
• Partner with revenue cycle stakeholders to improve workflows that affect clinical documentation, coding, billing, and financial performance.

2. Digital Patient Experience & Access Optimization

• Lead optimization of patient engagement tools, including digital intake, scheduling, portals, communications, and related patient-facing workflows.
• Improve patient access, reduce friction, and enhance the end-to-end digital patient experience across touchpoints.
• Ensure accurate and seamless data flow between patient-facing platforms, the EHR, and other connected systems.
• Drive adoption and utilization of digital tools across patient populations and operational teams.

3. Roadmap, Innovation & Application Strategy

• Define and execute a roadmap for clinical applications, digital patient experience capabilities, and workflow maturity.
• Develop a target-state vision to streamline, rationalize, and scale the clinical application landscape.
• Lead evaluation and execution support for EHR consolidation and migration initiatives.
• Evaluate and advance emerging technologies, including AI-enabled capabilities and automation opportunities.
• Identify opportunities for integration, workflow automation, application enhancement, and reduction of unnecessary system complexity.

4. Cross-Functional Collaboration & Solution Design

• Serve as a liaison across clinical, operational, IT, data, revenue cycle, and leadership teams.
• Translate clinical, operational, and business requirements into scalable workflows and system solutions.
• Align stakeholders, clarify ownership and requirements, and drive execution across cross-functional initiatives.

5. Change Management, Training & Adoption

• Lead change management efforts for new workflows, application optimizations, system updates, and technology-enabled process changes.
• Develop and support training programs, onboarding approaches, job aids, and super-user models.
• Monitor adoption and utilization metrics, identify barriers, and drive continuous improvement.
• Support go-live planning, readiness, stabilization, and post-implementation optimization.

6. Team Leadership & Operational Model Development

• Provide mentorship, guidance, prioritization support, and development to clinical applications staff.
• Establish scalable support models, governance processes, escalation paths, documentation standards, and operational expectations.
• Balance hands-on execution with team leadership and operational oversight in a player-coach capacity.

7. Vendor Management & External Partnerships

• Manage relationships with EHR, patient engagement, and third-party application vendors.
• Define requirements, validate proposed solutions and deliverables, and ensure vendor work aligns with organizational needs.
• Coordinate with integration, development, and implementation partners to support reliable and scalable solutions.

Qualifications:

Knowledge

• Clinical workflows and operational processes in ambulatory healthcare settings, including multi-specialty environments.
• EHR systems and clinical applications, including platforms such as eClinicalWorks, Office Practicum, Phreesia, Azara DRVS, and Meditex.
• Revenue cycle processes and the relationship between clinical documentation, coding, and billing performance.
• Digital patient engagement tools, patient access workflows, and patient experience best practices.
• Workflow design, process improvement, and operational optimization methodologies.
• Healthcare interoperability concepts, including HL7, APIs, FHIR, and common system integration approaches.
• Data flow across clinical systems and the downstream implications for reporting and analytics.
• Change management principles, user adoption strategies, and training frameworks.
• Emerging technologies in healthcare, including AI-enabled tools and automation capabilities.

Skills

• Advanced workflow analysis, design, and optimization across multi-system environments.
• Hands-on system configuration oversight, troubleshooting, and application optimization.
• Ability to translate clinical, operational, and business requirements into scalable system solutions.
• Strategic planning combined with the ability to execute tactically in a hands-on, player-coach capacity.
• Cross-functional stakeholder management across clinical, operational, technical, and leadership audiences.
• Change management, training development, and user adoption enablement.
• Vendor and third-party partner management, including requirements definition and solution validation.
• Strong analytical and problem-solving skills with the ability to identify inefficiencies and implement improvements.
• Effective written and verbal communication across diverse audiences.
• Strong prioritization and organizational skills in a fast-paced, evolving environment.

Abilities To

• Balance strategic thinking with hands-on execution in a player-coach role.
• Think systemically across workflows, applications, and user groups, including clinicians, front desk teams, billing teams, and patients.
• Manage multiple competing priorities and drive work through to completion.
• Influence and align cross-functional stakeholders without direct authority.
• Identify inefficiencies, simplify workflows, and implement scalable solutions.
• Adapt to evolving organizational needs, technologies, and priorities.
• Lead, mentor, and develop team members while maintaining individual contribution.
• Establish structure, governance, and consistency in complex operational environments.
• Exercise sound judgment in balancing short-term operational needs with long-term scalability.

Time Commitment:

• 40 hours per week (Monday – Friday)
• Hybrid - up to 2 days per week remote
• Exempt from over-time

Premium Health Notable Benefits:

• Paid Time Off, Medical, Dental and Vision plans, Retirement plans
• Public Service Loan Forgiveness (PSLF)