Provider Relations and Outreach Lead

This position supports Initiative 6 of the RHTP by providing technical, operational, and training assistance to rural health care organizations as they onboard to NC HealthConnex. The role ensures providers are equipped to exchange highquality clinical data, utilize HIE tools effectively, and participate in digitalforward health transformation efforts. The position helps NC HIEA meet its commitment under the RHTP to strengthen rural connectivity, improve interoperability, and enhance access to statewide health data resources.

This resource will lead the relationship and business development across rural North Carolina with hospitals, physician groups, pharmacies, behavioral health providers, and other specialty health care providers that are subject to a state mandate for health information exchange. They will build and lead a team that focuses on outreach, communications support and data connections for NC HealthConnex participants.

Develops and maintains relationships with rural health care customers, delivery teams, stakeholder organizations, and other team members to deliver requirements of the HIE Act

o Duties may include responding to phone and email inquiries; initial outreach to potential participants scheduling and attending calls/meetings/appointments

o planning and hosting monthly and/or quarterly educational webinars, assisting or managing work groups

o Initiating and maintaining relationships with trade association key personnel

Lead ongoing quality improvement initiatives through proactive and reactive provider engagement

o Duties may include scheduling and/or traveling to participant sites for relationship development, information gathering, and onsite training

o Taking notes and preparing reports and overviews of the experience for executive review

o Work with a planning team to develop implementation strategies based on participant feedback

Review metrics to identify actionable data for participant engagement opportunities

o Duties include identifying log in activity across services

o Engage super users to collect feedback for service growth opportunities

o Identify outliers within the data and provide findings to technical subject matter experts for review

Lead customer outreach and engagement activities, including seeking out, participating in, and presenting at industry networking events; requesting meetings with health care organization executives and their staff to explain and demonstrate available HIE services and programs, including value added benefits of participation for various health care provider types.

o Duties include tracking industry conferences, writing abstracts for conference presentations, planning presentations with stakeholders and traveling to industry conferences to attend and/or present;

o Designs and conducts surveys to gather feedback from participating providers

o Reviews surveys and other metrics reports and takes action to engage and support participating providers

Lead and direct end user training initiatives tailored to specific customer needs, by explaining how health care organizations can effectively manage their patient population and reduce overall healthcare costs through adoption and utilization of NC HealthConnex into clinical workflow

o Subject matter expert on NC HealthConnex services to deliver high quality trainings

o Leads the development of training materials in coordination with other members of the team; delivers training to participants either virtually or in person HR 412

Meets recruitment goals with the health care provider community for rural NC HealthConnex participation.

o Duties include reviewing opportunities to proactively reach out to health care providers (team members are assigned specific provider types and geographic regions as areas of focus) to encourage onboarding or to promote HIE services

o Sets annual goals for adoption and utilization

Coordinate with and support other NC HIEA team members as it relates to program administration, provider engagement and retention and development of outreach materials related to new services.

o Duties include supporting specific workstreams/special projects with attending meetings, providing notes from meetings, knowledge transfer and information sharing across the team, representing the providers interests

o Maintains documentation such as user guide updates, updating participating entities, and other reports as assigned

Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; explores opportunities to add value to job accomplishments.

Gains familiarity with the Centers for Medicare & Medicaid Services (CMS) and the Office of the National

Extensive experience working in health care or health IT where advocating for those providing patient or population care was a focus

Knowledge and experience working with a customer base to effectively position technology services and communicating value propositions

Exceptional customer service skills and situational awareness skills

Working knowledge of tools for managing sales leads (CRM)

Excellent analytic skills, problem identification and problem resolution skills that effectively resolve open issue and close gaps in service/support