Salesforce Health Cloud - Patient CRM Strategy and Implementation

Position Title: Lead - Patient CRM Strategy and Implementation

Location:California onsite (in customer office) - preferably greater San Francisco area

Duration: 6 months

Basic Qualifications:

• 12-15 years of experience in relevant fields.
• Proven experience in leading Patient CRM initiatives in life sciences or healthcare.
• In-depth functional knowledge of patient services business processes.
• Expertise with Salesforce Health Cloud, including at least 2-3 end-to-end implementations.
• Strong understanding of compliance frameworks (HIPAA, GDPR) and data privacy standards.

Required Skills:

• Excellent stakeholder management and communication skills.
• Experience in training and transitioning PSS business operations teams to new systems.
• Ability to work in a fast-paced, cross-functional environment.

Preferred Qualifications:

• Deep domain expertise in Patient CRM.
• Strong understanding of compliance requirements (PII/PHI).

Role and responsibilities:

• Define and lead the Patient CRM strategy and blueprint aligned with business needs and compliance goals.
• Manage end-to-end implementation of Salesforce Health Cloud for US and select global markets, including functional design, configuration, integrations, patient data and case migration, and operational readiness.
• Collaborate with PSS leads and cross-functional stakeholders to ensure operational readiness.
• Drive training programs and change management for care coordinators transitioning to the new CRM.
• Ensure adherence to HIPAA and other regulatory standards in handling patient data.
• Introduce and embed industry best practices for patient engagement and data governance.
• Be the primary interface to business teams and technical implementation team.

Job description:

We are seeking a seasoned functional expert to lead the Patient CRM strategy and end-to-end implementation on the Salesforce Health Cloud platform. This role will be pivotal in enabling seamless Patient Support Services (PSS) operations, including the training and transition of care coordinators to the new Patient CRM setup. The ideal candidate will bring deep domain expertise in Patient CRM, a strong understanding of compliance requirements (PII/PHI), and the ability to drive best practices across patient engagement business processes and workflows.

APOLIS2024