Job Description

Director of Marketing and Communications is responsible for communication with all internal and external audiences for Holy Family Hospital's three campuses in Methuen, Haverhill and Andover. Working in cooperation with Steward Health Corporate communication staff, the director develops strategic plans for Holy Family Hospital's communication with staff, physicians, community affiliates, consumers, media, other audiences. Director implements programs for employee communication, marketing, media relations and emergency preparedness. Director works closely with hospital leadership in establishing key communication messages.

KEY RESPONSIBILITIES:

Strategic Planning
• Prepares comprehensive communication plans for Hospital and contributes to plans for Steward Health on larger initiatives system-wide
• Assists Hospital Executive Leadership with message development

Internal Communications
• Provides stories of value to employees on both Holy Family Hospital and Steward Health news, initiatives and features
• Assumes editorial responsibility for hospital newsletters for employees. Writes stories, takes photos and lays out each issue using desktop publishing program and oversees print production and distribution
• Makes effective use of a range of opportunities, including new media (i.e. intranet) to reach all employees
• Manages content for the intranet, social media, letters to employees, employee meetings and events and other communication opportunities
• Develops and implements communication plans to support patient care and quality initiatives
• Develops programs to enhance relationships with physicians, in concert with administration, medical staff office, and Steward Health
• Build/improve physician relationships with administration through events for information sharing, appreciation and socialization

Media Relations
• Works toward achieving balanced hospital coverage, developing relationships with local reporters and internal contacts, and by pitching positive stories on hospital achievements and initiatives
• Pitches news stories on hospital initiatives
• Builds relationships with local media contacts, meeting at least once yearly with the assignment editor and/or covering reporters for local media companies in our service area to explore opportunities for collaboration
• Develops and implements communications plans to support patient care and quality initiatives
• Coordinates media visits to hospital departments, notifying all pertinent managers in advance of the visit
• Promptly alerts President (or AOC) of any non-routine media calls (i.e. potentially controversial). When designated acts as Hospital spokesperson

Marketing
• Creates strategic marketing plans to build volume and revenue for priority service lines and provides departments with marketing communications materials
• Works with ad agency and corporate staff in implementing integrated promotional plans including media such as digital, direct mail, outdoor, broadcast and print advertising, collateral, etc.
• Manages hospital website, social media sites, on-hold messaging system, and other external communication channels
• Provides marketing support to Steward Medical Group physician offices, implementing marketing campaigns that include print, digital, outdoor advertising, direct mail, etc.

Crisis Communication
• Maintains database of key media contacts for emergency planning
• Maintains department emergency preparedness
• Reviews Emergency Preparedness duties and participates in hospital exercises

Employee & Physician Engagement
• Plans physician/employee engagement/retention events, including annual receptions and Doctors' Day events

Evaluation
• Tracks data such as inquiries, volume, employee surveys, patient letters
• Provides support to Steward Health for internal and external studies on system communications

Management
• Responsible for annual budget preparation and fiscal responsibility for Marketing

• Demonstrates a sense of ownership and accountability for department(s) and positively impacting the Hospital by:
- Proactively resolving issues
- Implementing best practices and continuous improvement
- Participating in QI process
- Addressing results from satisfactory surveys
- Demonstrating regulatory readiness, i.e. JC, DPH, etc.
• Complies with all company policies and procedures and regulatory, privacy & ethics compliance expectations

CUSTOMER SERVICE SKILLS:

• Follows appropriate lines of communication to effectively resolve difficult patient/family/physician/staff situations
• Responds promptly and courteously to customer (Internal and external)/patient requests
• Communicates effectively with internal and external customers with respect of differences in cultures, values, beliefs and ages
• Respects patient/customer privacy and confidentiality
• Accepts responsibility and accountability for own actions with appropriate follow through. Fulfills commitments, responsive to requests and inquiries.
• Consistently presents a positive attitude by working with internal and external customers
• Demonstrates service excellence skills to support high level customer/patient satisfaction
• Follows Hospital's standards of work (i.e. dress code, name badge, parking, attendance expectations)

REQUIRED KNOWLEDGE & SKILLS:

• Excellent written and verbal communication skills as well as project management skills
• Experience with Adobe desktop publishing program (InDesign, Photoshop, Illustrator and Microsoft Office)
• Demonstrated success in media relations
• Must understand the intricacies of working with the media and how to interact with reporters in a positive and professional manner
• Familiarity with community health care issues
• Ability to meet deadlines and juggle multiple priories

EDUCATION/EXPERIENCE/LICENSURE/TECHNICAL/OTHER:

• Bachelor's degree in Public Relations, Journalism, Marketing, English or Communications
• Master's degree preferred
• 5-7 years post graduate work experience, preferable in a healthcare setting or public relations agency

Application Instructions

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