Digital Patient Experience Manager in Schenectady, New York at Ellis Medicine

The Digital Patient Experience Manager serves as the strategic lead for Ellis Medicine’s digital patient experience — ensuring patients can easily find, trust, and access care through digital channels.

This role is responsible for coordinating and improving Ellis Medicine’s digital “front door,” including online reputation, website experience, search visibility, and digital patient feedback. The position works across departments to align digital touchpoints with patient needs and organizational priorities.

Under the direction of the Senior Director of Marketing & Communications, this role acts as an organizational coordinator, partnering with Marketing, Information Technology, Patient Access, clinical practices, and external vendors to enhance digital access, improve patient experience, and strengthen Ellis Medicine’s reputation.

This is a strategy and coordination role, not a technical programming or primary content creation position.

EDUCATION AND EXPERIENCE REQUIREMENTS:

Education: Bachelor’s degree in Marketing, Communications, Business, Healthcare Administration, or related field required.

Experience:

• Five to eight years of progressively responsible experience in digital marketing, digital strategy, healthcare marketing, or related field required.

Preferred experience includes:

• Experience working within a healthcare system or similarly complex, regulated environment
• Demonstrated experience in digital strategy, including website optimization, SEO, and online reputation management
• Experience analyzing digital performance metrics and translating data into actionable insights
• Experience managing cross-functional projects and coordinating across departments

• Strong strategic thinking and analytical skills
• Ability to interpret digital data and identify trends, opportunities, and risks
• Excellent project management and organizational skills
• Ability to lead initiatives across departments without direct authority
• Strong written and verbal communication skills, particularly in patient-facing, regulatory or sensitive contexts
• Understanding of patient experience principles and healthcare access challenges
• Familiarity with website content management systems, SEO tools, and reputation management platforms
• Ability to manage multiple priorities in a fast-paced environment
• Collaborative, proactive, and solutions-oriented approach

PRIMARY RESPONSIBILITIES OF THE POSITION:

• Lead and support the development of a cohesive digital patient experience strategy aligned with organizational goals
• Identify opportunities to improve how patients find, evaluate, and access care online
• Monitor emerging trends in digital healthcare access, search behavior, and patient expectations

• Monitor and manage Ellis Medicine’s presence across online review platforms (e.g., Google, Yelp, Healthgrades)
• Develop and implement standards for timely, consistent, and empathetic responses to patient reviews
• Track and analyze trends in patient feedback and sentiment
• Produce regular reports summarizing insights and identifying opportunities for operational improvement
• Escalate recurring or systemic issues to appropriate departments (Patient Experience, Nursing, Operations)

• In collaboration with the Senior Director, lead strategic oversight of the Ellis Medicine website
• Serve as project lead for website enhancements and refresh initiatives, working with external vendors
• Optimize website structure and content based on patient needs, high-demand services, and key user tasks
• Ensure accuracy and consistency of clinical and service information
• Establish and maintain governance processes for website updates and content management

• Improve search engine optimization (SEO) across Ellis Medicine’s digital properties
• Optimize service line content, metadata, and provider listings to align with patient search behavior
• Ensure accuracy and consistency across online directories and listings
• Monitor and improve visibility in search engines and emerging AI-driven search tools

• Track and analyze key performance indicators related to website engagement, search visibility, patient access, and online reputation
• Develop dashboards and reports to communicate performance to leadership
• Use data to inform strategy, prioritize improvements, and measure impact

• Monitor social media channels for patient questions, concerns, and feedback
• Coordinate responses with Marketing and Patient Experience teams
• Identify emerging issues and trends impacting patient perception and experience

• Serve as a central point of coordination across Marketing, IT, Patient Access, and clinical practices for digital patient experience initiatives
• Participate in cross-functional meetings to align digital strategy with operational workflows
• Support implementation of improvements related to patient access, navigation, and communication

• Work with external vendors supporting website development, SEO, and reputation management
• Help evaluate vendor performance and identify opportunities for optimization

• Lead and manage digital initiatives from planning through execution
• Prioritize high-impact work and ensure timely completion of projects
• Balance strategic initiatives with ongoing operational needs

• Stay current on best practices, tools, and trends in digital healthcare experience and consumer behavior
• Identify and recommend opportunities for innovation and improvement

• Collaborate effectively with colleagues across the organization
• Maintain patient confidentiality and adhere to all privacy policies and laws
• Support departmental and organizational initiatives
• Complete required training as assigned
• Additional duties as assigned

PHYSICAL REQUIREMENTS:

The position is located indoors under normal working conditions. Should be able to perform moderately difficult manual manipulations such as using a keyboard and writing for extended periods of time. Must be able to sit at a computer workstation for prolonged periods and perform tasks requiring hand-eye coordination, including typing and data entry. Mobility requirements include the ability to stand, walk, and move throughout the organization as needed.

Ellis Medicine is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, and will prohibit, discrimination on the basis of race, creed, color, religion, sex/gender (including pregnancy), age, national origin, disability (including pregnancy-related conditions), genetic information, predisposition or carrier status, military or veteran status, prior arrest or conviction record, marital or familial status, sexual orientation, transgender status, gender identity, gender expression, reproductive health decisions, domestic violence victim status, known relationship or association with any member of a protected class, and any other characteristic protected by applicable law violates federal, state and, where applicable, local laws , reproductive health decisions or source of payment, consistent with applicable legislation and to comply with the laws pertaining thereto.

Salary Range: $38.59-$57.89/hour /hour Pay is based on experience, skills, and education. Exempt positions under the Fair Labor Standards Act (FLSA) will be paid within the base salary equivalent of the stated hourly rates. The pay range may also vary within the stated range based on location.