Associate Director, IT and Operations Communications

Rochester, NY


General Purpose:

The Associate Director (AD), IT and Operations Communications, oversees development of strategic and effective communications plans that support URMC’s strategic plan as they relate to technology and business/clinical operations. Working closely with the Director, URMC Communications and Director, Marketing Partners, the AD assures that IT and operations communications is integrated and aligned with the ongoing work of the Content Hub, a communications framework which develops and publishes content for URMC internal and external audiences.

A key supporter to leaders within the Information Systems Division (ISD), the AD provides strategic leadership and influences the overall direction of technology deployments to achieve successful adoption of business and clinical systems by faculty, staff, trainees and students. Additionally, the Associate Director oversees development and maintenance of key communications channels (technologies/software) that support faculty and staff outreach. Knowledge and experience in change management strategy, especially applying the ADKAR framework to communications planning, is essential.

Duties and Responsibilities:

Working with minimal guidance from the SAVP Strategic Communications and with a high latitude for independent judgment, the Associate Director:

Communications Strategy and Measurement (15%)

  • Provides strategic oversight and direction to members of the IT and Clinical Operations to ensure the effective and measurable communications plans are created and implemented. Ensures the ADKAR Change Management communications framework is integrated into plans to help drive successful user adoption of technology systems and/or other operational changes through URMC and UR Medicine, including regional affiliates.

  • Works with direct reports to develop and implement an effective and measurable eRecord communications program that integrates with the eRecord Training Team’s education and outreach efforts.

Process and Content Oversight (20%)

  • Establishes a broad-based understanding among the IT/Operations communications team of the workflows impacting all URMC faculty and staff emphasizing clinical workflows used by providers, nurses, clinicians, and revenue cycle staff to support patient care efforts.

  • Forms close working relationships with the Director, URMC Communications to assure efficient integration of technology and operational communications into the Content Hub so that content can be shared across all internal channels owned by URMC, and external channels as appropriate. Provides oversight to ensure balance of work is maintained among direct reports, and in partnership with Director, URMC Communications, assigns overflow work into the Content Hub as needed.

  • Identifies a range of formats and successful approaches that can be used in communications efforts, including, but not limited to articles, videos, emails, PowerPoints, brochures, posters, etc.

  • Oversees effective implementation of key communications channels that rely on technology and/or software including the URMC Intranet, Localist (events calendar), LCD screen network, and Maestro (list development). Ensures consistent reports are produced and analyzed to measure the effectiveness of each channel.

  • Regularly meets with Strong Memorial Hospital and UR Medicine ambulatory executives to identify key clinical initiatives that need communications support; assigns to staff accordingly.

  • Assures all communications work produced is high quality, timely, and is shared through all channels owned by URMC, including but not limited to the ISD and eRecord intranet sites, the eCL channel, the URMC online newsroom, email newsletters, printed publications, websites, video channels, social media, and media relations.

Communications Planning and Consulting (25%)

  • Develops and executes communications plans to support major technology roll-outs, integrating the ADKAR change management framework to assure successful adoption of technology. Work includes synthesizing information into key messages and infusing the information into emails, presentations, websites, talking points, FAQs, pamphlets, brochures, bulletins, fliers and other materials with little or no review by AVP.

  • Serves as a communications “consultant” and creative contributor for projects as needed. Consultative elements include, but are not limited to: developing original communication plans, identifying target audiences and matching to appropriate channels, outlining and/or implementing strategies and tactics for complex projects, such as major institutional changes.

  • Develops and shares templates to guide communications work as appropriate.

  • Serves as communications consultant to regional affiliates as they deploy URMC business and clinical systems, transferring best practices for communications support aimed at their staff and patients.

Content Creation and Execution (25%)

The Associate Director manages and executes an individual portfolio of complex communications projects that have high-impact on patient care throughout the health system and/or business operations.

  • Develops and writes technology and/or operations-related content aimed at internal audiences including, but not limited to, email memos, PowerPoint presentations, newsletter articles, website copy, video scripts, online news and feature stories and infographics.

Leadership and Management (10%)

  • Provides leadership and oversight to ensure IT and Clinical Operations Communications staff are working efficiently and effectively, and activities are aligned with the Content Hub.

  • Provides supervision and coaching to ensure staff are working efficiently and collaboratively as a cohesive and effective team. Manages HR needs of division staff including, but not limited to: approving hiring decisions, training, ongoing supervision, personnel issues and actions, and conducts performance reviews.

  • Evaluates and makes recommendations regarding opportunities to expand storytelling formats, techniques, and applications.

Other duties as assigned (5%)

  • Serves as the primary Public Information Officer to help manage responses to technology issues including unplanned downtimes and ransomware attacks. Provides incident command center support for ISD during emergencies and drills.

Supervision / Direction:

This position reports to the Senior Associate Vice President for Strategic Communications and is responsible for supervising Communications staff members.



  • Bachelor’s degree in communications, journalism, or related field that includes some writing experience required; 10 years of experience in a strategic communications role required, 15 years of experience preferred; health care or technology-setting experience, especially in an academic medical center setting preferred; or an equivalent combination of education and experience. 5 years’ supervisory or management experience strongly preferred.

  • Deep experience in creating and implementing strategic communications plans with proven results.

  • Proven knowledge of Change Management theories, particularly the ADKAR communications framework, is essential; PROSCI certification preferred.

  • Affinity for and solid knowledge of IT systems in general, and understanding of the basic project management principles used when deploying new systems.

  • General understanding of high-level business and clinical workflows, and a keen appreciation for how technology can intersect and/or disrupt operations. Specific knowledge of URMC and UR Medicine workflows preferred.

  • Must understand and ensure compliance with HIPAA requirements and URMC policies for protecting patient privacy and other confidential information.

  • Proven ability to inject creativity into content ideas and matching ideas with effective, engaging, and achievable storytelling approaches.

  • Solid understanding of traditional communications and publications technologies; a forward-looking approach toward emerging communications platforms in digital and social media.

  • Demonstrated proficiency in writing and editing content based on target audience, with ability to analyze, condense, and synthesize information and ability to provide accurate analysis and summaries as needed in a fast-paced, high-demand environment.

  • Proven ability to lead and motivate high-performing teams. Ability to oversee large-scale projects, make important decisions, design and implement new programs. Strong organization and project management skills. Ability to work independently and within a collaborative team.

  • Extraordinary ability to deal with multiple, competing priorities in a deadline-oriented environment with minimal supervision.

  • Strong written, oral, and interpersonal communications skills; comfortable talking to all levels of faculty/staff, and in front of groups.

  • Occasional night or weekend work

  • Ability to take part in occasional travel; some evening and weekend work.

NOTE: This document describes typical duties and responsibilities and is not intended to limit management from assigning other work as required.

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University’s mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

Pay Range

Pay Range: $84,700 - $127,100 Annually

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job’s compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

Location: Health Sciences
Full/Part Time: Full-Time
Opening: Full Time 40 hours Grade 056 Public Relations & Comns MC
Schedule: 8:30 AM-5 PM