Patient Communications Specialist

The Patient Communications Specialist is a key player in enhancing Children's National patient engagement and education by developing and executing comprehensive digital communication strategies. This role will focus on communicating information about our services, care, and more to our existing patients and families. They will collaborate with various departments to ensure communication consistency and analyze campaign metrics to optimize outreach efforts. The Patient Communications Specialist will also develop and manage a comprehensive calendar of patient communications and deliver a comprehensive communications strategy that supports consistent, clear patient engagement. This role requires effective communication skills, knowledge of digital marketing best practices, and familiarity with CRM systems, along with a commitment to HIPAA compliance and patient privacy.

This position offers the opportunity to work closely with various teams at Children's National, fostering improved patient experiences through well-crafted, personalized communications. The Patient Communications Specialist will play a key role in helping our organization meet its mission of providing exceptional care to children and their families.

Qualifications : Minimum Education

Bachelor's Degree in communications, marketing, public health, or a related field (Required)

Minimum Work Experience

5 years experience in healthcare communications or patient education-related field (Required)

Required Skills / Knowledge

Excellent written and verbal communication skills with the ability to explain complex medical information clearly and concisely.

Strong understanding of digital marketing principles and best practices.

Experience with CRM systems (e.g., Salesforce Marketing Cloud) and email / SMS marketing platforms.

Knowledge of HIPAA regulations and patient privacy standards.

Strong analytical and critical thinking skills.

Ability to work independently and as part of a team.

Functional Accountabilities

Patient Communications

• Work with clinical departments and marketing team to coordinate patient communications across the hospital.
• Craft clear, concise, and informative email, SMS and direct mail content tailored to specific patient populations.
• Ensure communications with our patients and families are timely, relevant, consistent and family-friendly both in the inpatient and outpatient settings, and after they leave our facilities.
• Work in the CRM and Salesforce Marketing Cloud to segment patient and family lists for targeted email and SMS campaigns and send targeted communications via email and text to patients and families.
• Develop and maintain a digital communication calendar for all patient and family outreach across the organization.
• Collaborate with the Digital Health team, the clinical departments, marketing and other groups to ensure the consistency, accuracy and relevance of patient communications.
• Develop and implement strategies to increase patient engagement with digital communication tools.
• Track, analyze and report out on campaign and communications metrics to measure success and identify areas for improvement.
• Stay informed of healthcare industry trends and best practices in patient communication, continually researching and implementing new communication tools and technologies to optimize outreach efforts.

Organizational Accountabilities

Organizational Accountabilities (Staff)

Organizational Commitment / Identification

Teamwork / Communication

Performance Improvement / Problem-solving

Cost Management / Financial Responsibility

Safety