Digital Patient Experience Manager

At Summit Orthopedics, we recognize the impact each member of the Summit Family has on one another and on our patients every day. Join a patient-first environment where our values — Better together, Own it, Nimble, Excellence, and Service — are lived down to our BONES. At Summit, team members feel respected, valued, and connected to meaningful work, contributing to a collaborative, community-centered culture built on mutual respect and enjoyment.

The Digital Patient Experience Project Manager leads enterprise-wide projects that improve how patients' access, navigate, and engage with Summit Orthopedics through digital tools and connected workflows. This role oversees digital health implementations, enhancements to patient-facing technology, process improvements, adoption, and performance measurement across the patient journey. Working closely with Information Technology, Clinical Operations, Patient Access, Revenue Cycle, and external partners, this position has a solid line relationship to Marketing to ensure the digital experience aligns with Summit's brand and consumer experience standards.

This is a full-time position based at our Corporate Office located in Woodbury, MN. Monday - Friday schedule of 8:00 AM - 4:30 PM (subject to change). Schedule can vary based on needs of projects.

• Leads cross-functional digital patient experience projects from discovery and business-case development through implementation, adoption, stabilization and continuous post-launch optimization.
• Manages initiatives across the full digital patient journey - from a patient's first interaction with Summit through access, scheduling, care navigation, follow-up and re-engagement.
• Develops and maintains digital experience project charters, scope, requirements, roadmaps, schedules, resource plans, decision logs and status reporting.
• Facilitates patient journey mapping and workflow analysis to identify friction points, access barriers, areas of duplication, and opportunities for digital experience improvement.
• Partners across departments and with external vendors to manage dependencies, align priorities and deliver integrated solutions.
• Leads vendor evaluation, implementation planning, contract deliverable oversight, issue escalation and performance reviews for assigned digital health platforms and services.
• Plans and coordinates user acceptance testing, readiness assessments, training, communications, go-live support, change management and adoption activities for new digital tools and/or workflows.
• Establishes and monitors key performance indications, including digital adoption, scheduling conversion, portal activation, completion and abandonment rates, call deflection, patient satisfaction and operational efficiency.
• Uses analytics, patient feedback, frontline input, and performance data to prioritize enhancements and develop continuous recommendations.
• Ensures digital patient experience initiatives support organizational standards for accessibility, quality, privacy, patient safety and regulatory compliance.
• Maintains dotted line partnerships with Information Technology, Marketing and Quality to ensure digital solutions are technically sound, appropriately governed and aligned with Summit's brand, quality and patient experience standards.
• Partners with Marketing to ensure patient facing platforms, workflows and communications create a consistent, accessible, and patient-centered Summit experience. This role supports alignment but does not own marketing strategy or campaign execution.
• Performs other duties and/or special projects as assigned and applicable.

Summit's hiring range for this position is $90,256 to $112,820 per year. The hired candidate may be eligible to receive additional compensation in the form of bonuses, differentials and/or deferred compensation. In addition to our base salary, we offer a comprehensive total rewards package that aligns with our vision of leading a healthy and active lifestyle. This includes medical, dental, vision, disability, life insurance, paid time off and 401(k)/profit sharing retirement plan. If you are hired at Summit, your final base salary compensation will be determined based on factors such as skills, education, experience, and internal equity.

Summit Orthopedics provides the Twin Cities, Greater Minnesota and Western Wisconsin with the full spectrum of orthopedic care including sub-specialty clinics, walk-in care at our Orthopedic Urgent Care clinics, imaging, bracing, therapy, surgery, and post-surgical stays at our Care Suites. Our expert team of physicians, surgeons, physician assistants, certified athletic trainers and therapists are part of the 1,200+ employees who partner to provide quality care designed to support a healthier, more active lifestyle. 

Summit Orthopedics is committed to providing equal opportunity to all employees and applicants for employment in accordance with all applicable laws and regulations of federal, state and local governing boards and/or agencies.