Senior Conversation Designer

Company Description

Amwell is a leading telehealth platform in the United States and globally, connecting and enabling providers, insurers, patients, and innovators to deliver greater access to more affordable, higher quality care. Amwell believes that digital care delivery will transform healthcare. We offer a single, comprehensive platform to support all telehealth needs from urgent to acute and post-acute care, as well as chronic care management and healthy living. With over a decade of experience, Amwell powers telehealth solutions for over 150 health systems comprised of 2,000 hospitals and 55 health plan partners with over 36,000 employers, covering over 80 million lives.

Brief Overview:

Conversa/Automated Care is helping to transform healthcare from reactive to proactive by partnering with health systems and other healthcare organizations who use our Automated Virtual Care & Triage platform to improve patient care and health.

Conversa programs (ranging from chronic care and lifestyle management to pre- and post-procedure support) guide patients on evidence-based pathways to better health outcomes. Clients use Conversa’s automated, personalized chats to support, triage, and communicate with patients in a scalable way. The chats enhance patient engagement and collect valuable patient-generated health data that can be used to drive behavior change.

The Conversation Design team focuses on maximizing patient engagement and aligning provider goals with patient needs by translating health information in a patient-friendly, clear, and easy-to-use format that meets patients where they are.

Grounded in self-determination theory and human-centered design, the Conversation Design team manages Conversa’s content program library, including conversation scripts, image and video assets, and patient education. Team members lead multiple projects independently, but work closely within the team to ensure consistency and establish best practices in this evolving fast-paced environment. 

As Senior Conversation Designer, you will use writing, editing, health literacy, interaction design, and visual design skills and best practices to architect natural conversations. You’ll collaborate with client clinical teams, internal clinical informaticists, and operations team members to synthesize clinical workflows and advocate for the patient voice to design chat experiences. Within the Conversation Design team, you’ll also perform editorial reviews, help train and mentor team members, and advise on process improvements.

The Senior Conversation Designer will report to the Senior Manager of Conversation Design. 

Core Responsibilities:

• Lead conversation design for new and existing chat programs across multiple medical disciplines.  Must be able to handle multiple implementations at a time.
• Lead patient discovery and collaborate on program design for complex projects and new markets.
• Collaborate with cross-functional team members (Operations, Clinical Informatics) across the development cycle (discovery to testing).
• Represent conversation design expertise with clients. Guide client clinical teams to define provider goals, clinical needs, deconstruct the patient journey and clinical workflows, and uncover patient needs.  Lead client content and script reviews.
• Reflect Conversa’s Editorial and Style Guide in all deliverables. Champion the patient voice and adhere to health literacy best practices.
• Perform editorial reviews of other team members’ work, helping mentor the team towards consistency and quality.
• Ensure continual assessment and refinement of program content by analyzing user data, outcome measures, user feedback and testing. 
• Partner with UX/UI, clinical and engineering teams to ensure Conversa platform tools, features and functionality enable effective and efficient conversation design. This includes identification of bugs and fixes, as well as new features.
• Advise on team content practices and process efficiency as we grow the team.

Qualifications:

• Bachelor’s degree in a related field (such as public health, healthcare, writing, UX design)
• 5+ years content experience in the healthcare market creating patient-facing content
•  Exceptional writing skills with demonstrated experience writing clear, concise copy for patient and/or health consumer audiences
• Knowledge of medical terminology and an ability to apply health literacy and plain language best practices to communicate effectively and equitably with patients
• Ability to think through complex user flows and logic to create simple, highly engaging user experiences
• Experience collaborating with internal and external partners throughout the development process
• Experience working