IKS Health takes on the chores of healthcare, reducing administrative, clinical, and operational burdens so that staff can focus on their core purpose: delivering exceptional care. Combining pragmatic technology and dedicated experts, IKS enables stronger, financially sustainable enterprises. Our Care Enablement Platform delivers data-driven value and expertise across the care journey, and IKS is a partner for clinician enterprises looking to effectively scale, improve quality, and achieve cost savings through forward-thinking solutions. Founded in 2006, IKS Health’s global workforce supports large health systems across the United States.
50% travel will be required
The Product SME – Patient Engagement & Scheduling Optimization is a techno-functional expert who combines deep understanding of patient engagement strategies, scheduling workflows, and digital health technology to drive operational and experience excellence.
This individual will guide clients in transforming how patients interact with the health system — from appointment scheduling and reminders to digital check-in, self-service, and communication — ensuring that our product is configured and adopted to deliver measurable improvements in efficiency, access, and patient satisfaction.
Engage with client stakeholders across operations, patient access, marketing, and IT to understand current engagement and scheduling workflows.
Conduct detailed assessments of current-state scheduling logic, provider availability, and patient communication processes.
Identify gaps and optimization opportunities for workflow automation, digital outreach, and resource utilization.
Map “as-is” and “to-be” processes showing how our product can streamline scheduling and engagement journeys.
Define the optimal configuration and scheduling strategy leveraging platform capabilities (e.g., rules-based scheduling, load balancing, patient self-scheduling, reminders, waitlist management).
Recommend best-practice digital engagement strategies that drive patient adoption and retention.
Develop solution blueprints and workflow documentation aligning client goals to product functionality.
Translate operational and experience-related business needs into clear functional and configuration requirements for implementation teams.
Validate system configuration to ensure alignment with designed workflows and desired outcomes (e.g., slot utilization, no-show reduction,improved patient access).
Serve as both the “voice of the product” and the “voice of the patient” in design and implementation discussions.
Maintain deep knowledge of product capabilities related to scheduling, patient engagement, communications, reminders, and self-service.
Advise on integration with patient portals, CRM, marketing automation, and telehealth platforms.
Act as a subject matter expert and internal trainer for cross-functional teams.
Help clients visualize the end-state of patient-centric engagement and optimized scheduling operations.
Partner with change management and communication teams to drive patient adoption of digital tools.
Support training and enablement for front-line staff and administrators.
Collaborate with Product Management to relay client feedback and feature enhancement needs.
Partner with Functional Implementation, Analytics, and Integration teams to ensure consistent delivery and measurable impact.
Support Sales and Pre-Sales by articulating product value, digital engagement ROI, and efficiency improvements.
Review testing results, ensuring patient workflows and scheduling logic function as designed.
Support UAT and go-live readiness assessments from a product functionality perspective.
Current vs. future state engagement and scheduling process maps
Functional and solution design blueprints
Gap analysis and feasibility assessments
Product configuration and enablement documentation
Client training and adoption materials
Post-implementation optimization recommendations
Deep understanding of patient engagement, digital communication, and scheduling optimization in healthcare settings
Strong detail orientation and structured problem-solving approach
Excellent project management and cross-functional collaboration skills
Proven ability to influence stakeholders and drive adoption across clinical and operational teams
Analytical and mathematical skills for optimization modeling and performance tracking
Critical thinking, curiosity, and ability to thrive in ambiguous environments
Strong communication and facilitation skills with executive and front-line audiences
Passion for improving patient experience and operational performance through technology
Demonstrated ability to improve patient satisfaction and scheduling efficiency through technology adoption
Credibility and leadership presence when advising clients and internal teams
Consistent delivery of high-quality, data-driven recommendations and solution designs
Ability to balance strategic vision with hands-on execution
Experience: 8+ years in healthcare operations, digital health, or product implementation with a focus on patient engagement, scheduling, and access optimization.
Implementation Expertise: Experience configuring or implementing solutions such as Epic Cadence/MyChart, Cerner Scheduling, Phreesia, Kyruus, Qgenda, or similar platforms.
Technical Acumen: Understanding of healthcare interoperability, scheduling logic, CRM integration, and patient communication tools (SMS, email, portal, IVR).
Education:
Bachelor’s degree in Healthcare Administration, Informatics, Computer Science, or related field (Master’s preferred).
Compensation and Benefits: The base salary range for this position is $ $90,000-$125,000 a year. Pay is based on several factors, including but not limited to current market conditions, location, education, work experience, certifications, etc. IKS Health offers a competitive benefits package, including healthcare, 401 (k), and paid time off (all benefits are subject to eligibility requirements for full-time employees). IKS Health is an equal opportunity employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
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