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:
The Automated Care team at Amwell 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.
Automated Care 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 our 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 the patient experience, 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.
As a Conversation Designer, you will use writing, editing, health literacy, interaction design, and visual design skills and best practices to architect natural conversations. You’ll gain experience collaborating with client clinical teams, internal clinical informaticists, and operations team members. You’ll learn to synthesize clinical workflows and advocate for the patient voice to design chat experiences.
Grounded in self-determination theory and human-centered design, the Conversation Design team manages the Automated Care content program library, including conversation scripts, image and video assets, and patient education. Team members manage multiple projects independently, but work closely together to ensure consistency and establish best practices in this evolving fast-paced environment.
The Conversation Designer will report to the Senior Manager of Conversation Design.
The Conversation Designer will report to the Senior Manager of Conversation Design.
Core Responsibilities:
- Contribute to the creation of new and existing chat programs across multiple medical disciplines. Must be able to handle multiple implementations at a time.
- Collaborate with cross-functional team members (Operations, Clinical Informatics) across the development cycle (discovery to testing).
- Working with internal teams, guide client clinical teams to define provider goals, clinical needs, deconstruct the patient journey and clinical workflows, and uncover patient needs. Learn to 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.
- 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.
Qualifications:
- Bachelor’s degree in a related field (such as public health, healthcare, writing, UX design)
- 3+ years content experience in the healthcare market creating health consumer and/or 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 with clinical professionals and subject matter experts
- Professional verbal and written communication skills
- Strong organizational and time-management skills to excel in a fast-paced environment
Additional information
Working at Amwell:
Amwell is changing how care is delivered through online and mobile technology. We strive to make the hard work of healthcare look easy. In order to make this a reality, we look for people with a fast-paced, mission-driven mentality. We’re a culture that prides itself on quality, efficiency, smarts, initiative, creative thinking, and a strong work ethic.
Our Core Values include One Team, Customer First, and Deliver Awesome. Customer First and Deliver Awesome are all about our product and services and how we strive to serve. As part of One Team, we operate the Amwell Cares program, which brings needed assistance to our communities, whether that be free healthcare for the underserved or for people affected by natural disasters, support for equality, honoring doctors and nurses, or annual Amwell-matched donations to food banks. Amwell aims to be a force for good for our employees, our clients, and our communities.
Amwell cares deeply about and supports Diversity, Equity and Inclusion. These initiatives are highlighted and reflected within our Three DE&I Pillars – our Workplace, our Workforce and our Community.
Amwell is a “virtual first” workplace, which means you can work from anywhere, coming together physically for ideation, collaboration and client meetings. We enable our employees with the tools, resources and opportunities to do their jobs effectively wherever they are!
Salaried, Exempt Roles:
The typical base salary range for this position is $68,960- $94,820. The actual salary offer will ultimately depend on multiple factors including, but not limited to, knowledge, skills, relevant education, experience, complexity or specialization of talent, and other objective factors. In addition to base salary, this role may be eligible for an annual bonus based on a combination of company performance and employee performance. Long-term incentive and short-term variable compensation may be offered as part of the compensation package dependent on the role. Some roles may be commission based, in which case the total compensation will be based on a commission and the above range may not be an accurate representation of total compensation.
Further, the above range is subject to change based on market demands and operational needs and does not constitute a promise of a particular wage or a guarantee of employment. Your recruiter can share more during the hiring process about the specific salary range based on the above factors listed.
Additional Benefits
- Flexible Personal Time Off (Vacation time)
- 401K match
- Competitive healthcare, dental and vision insurance plans
- Paid Parental Leave (Maternity and Paternity leave)
- Employee Stock Purchase Program
- Free access to Amwell’s Telehealth Services, SilverCloud and The Clinic by Cleveland Clinic’s second opinion program
- Free Subscription to the Calm App
- Tuition Assistance Program
- Pet Insurance
