Director, Digital Patient and Provider Navigation

4 months ago

Toronto, Canada Ontario Health Full time

At Ontario Health, we are committed to developing a strong organizational culture that connects and inspires all team members across the province. Our vision is that together, we will be a leader in health and wellness for all. Our mission is to connect the health system to drive improved and equitable health outcomes, experiences and value. How we work together is reflected through our five values: integrity, inspiration, tenacity, humility and care.

What Ontario Health offers:
Achieving your career goals is a priority to us. Benefits of working at Ontario Health may include the following based on employment type:

- Fully paid medical, dental and vision coverage from your first day
- Health care spending account
- Premium defined benefit pension plan
- 3 personal days and 2 float days annually
- Individual contributors start at 3 weeks’ vacation with 4 weeks at 2 yrs.
- Career development opportunities
- A collaborative values-based team culture
- Wellness programs
- A hybrid working model
- Participation in

Communities of Inclusion

Want to make a difference in your career? Consider this opportunity.

The Director, Digital Patient and Provider Navigation will define Ontario Health’s Digital Navigation Strategy to improve patient and provider experiences and health outcomes—leveraging data, user research, provider, and patient feedback, creating single entry points to learn about Ontario Health’s provincial products and programs.

The Director, Digital Patient and Provider Navigation is accountable for developing, implementing digital strategies that enable both patient and providers to effortlessly navigate and access digital health products while consolidating and rationalizing legacy entry points. This leader will create a digital Voice of Customer program that will gather feedback as end users discover, are onboarded and throughout their use of digital health tools. They will partner with senior leaders and stakeholders to understand & measure end user needs, drive improvements across the agency, and continue to champion a best-in-class customer experience and effortless, equitable navigation of Ontario Health’s digital tools and programs.

Here is what you will be doing:
- Contribute to Ontario Health’s overall strategic plan to achieve excellence in Customer Experience.- Develop an integrated navigation strategy for both patients and providers to ensure effortless access to provincial and regional digital health tools.- Create a comprehensive and actionable approach to implement the digital navigation strategy by providing strategic leadership in product lifecycle management, integration design, and customer experience management.- Lead Ontario Health digital product management for web services, including the consolidation of OH’s web footprint.- Lead Ontario Health digital product management for Health 811 including the consolidation and rationalization and integration of competing navigation services.- Understanding of new technology directions in the emerging market, conduct market research, and maintain expertise in the product internally and competitively.- Carrying out analysis of potential product-related opportunities, considering cost / clinical benefits, strategic alignment, technical viability, schedule, and risks.- Creating a well-defined product roadmap and developing a product annual plan for the assigned suite of products.- Assisting with feature prioritization and identification of product gaps.- Facilitating the gathering and defining the requirements from different user groups.- Point of contact/escalation for some product related issues including problem definition, recommended fix and action plan to resolution. Providing problem resolutions and developing contingency plans- Leading plan execution to deliver all components of the platform, ensuring proper documentation, user training and support processes.- In collaboration with Ontario Health and Ministry of Health partners, define market readiness and go to market plans.- Identifying new opportunities to further optimize our services for quality, speed, and cost.- Develop KPIs, benchmarks, and other measures of success to understand the impact and value of the digital navigation strategy.- Support digital access and utilization for underserved populations such as Indigenous communities, Corrections through design incorporating specific needs of these populations.- Promote Digital Excellence in Health’s current and planned service offerings to a wide and diverse audience through digital navigation experiences.- Develop and maintain a Voice of Customer (VOC) program for digital experiences including navigation and other aspects of the customer experience to gather customer feedback, analyze data to identify and communicate trends early to address challenges and seize opportunities to improve outcomes; regularly presenting progress and insights to senior leadership.- Actively engage with key decision-makers within

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