• 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.
25% – Health IT Knowledge and Use Case Development
• Gains familiarity with the Centers for Medicare & Medicaid Services (CMS) and the Office of the National
Coordinator for Health IT (ONC) programs with regards to NC HealthConnex services,
• Guide participants through the process of understanding their unique needs and participation opportunities with
state and federal programs, including the Meaningful Use/Promoting Interoperability and Medicaid Health Home
programs
• Works with participants to develop high value use cases to promote adoption and utilization and coordinates the
publication of use cases with the communications specialist
5% – DIT Administrative Task
Required/Desired Skills
Skill
Required /Desired
Amount
of Experience
Extensive experience working in health care or health IT where advocating for those providing patient or population care was a focus
Required
5
Years
Knowledge and experience working with a customer base to effectively position technology services and communicating value propositions
Required
7
Years
Exceptional customer service skills and situational awareness skills
Required
7
Years
Working knowledge of tools for managing sales leads (CRM)
Required
5
Years
Excellent analytic skills, problem identification and problem resolution skills that effectively resolve open issue and close gaps in service/support
Required
7
Years