End-User Engagement Market Lead - EHR Transformation (Hybrid Position)

Job Description

Job Description:\n\nMicroHealth is seeking an experienced End-User Engagement Market Lead to spearhead customer-focused programs and advanced change management initiatives during large-scale Electronic Health Record (EHR) transformations across multiple healthcare markets. This strategic leadership role combines deep customer program expertise with advanced change management capabilities to drive engagement, adoption, and advocacy throughout complex healthcare technology implementations. The ideal candidate will be a proven self-starter with exceptional organizational skills, advanced understanding of customer experience principles, and demonstrated ability to visualize and execute change journeys in ambiguous, fast-paced healthcare environments.Position OverviewThe End-User Engagement Market Lead will serve as a critical bridge between transformation initiatives and end-user communities, responsible for developing and executing comprehensive engagement strategies that enhance readiness, drive adoption, and ensure successful EHR implementations across designated healthcare markets. This role requires a strategic leader who can operate effectively in ambiguous environments, engage with multiple cross-functional teams, contribute to key strategic decisions, and provide innovative solutions to complex change management challenges. The Market Lead will visualize the change journey for specific markets impacted by transformation, develop targeted communication strategies, and select optimal engagement techniques based on market-specific objectives and stakeholder needs.This position requires advanced change management expertise (ADKAR/Prosci P3 - Advanced certification required), strong customer program leadership skills, and the ability to thrive in a dynamic, client-facing healthcare IT environment supporting federal healthcare organizations.*This is a hybrid role requiring 40% onsite presence at client locations, with significant travel to medical center sites for key onsite events, go-lives, and stakeholder engagement activities. Key ResponsibilitiesLead the development and coordination of customer programs aimed at improving end-user engagement, loyalty, and long-term relationships throughout EHR transformation initiativesSupport the implementation of initiatives that enhance customer onboarding, education, and advocacy during all phases of EHR deploymentEnsure customer programs align with business goals, transformation objectives, and contribute to retention, satisfaction, and successful EHR adoptionConduct research to identify potential customer engagement opportunities based on market trends, healthcare industry insights, and end-user feedbackDevelop market-specific engagement strategies that address unique organizational cultures, clinical workflows, and stakeholder needsCoordinate program activities across multiple concurrent EHR implementations at different stages of transformationMonitor program effectiveness and adjust strategies based on real-time feedback and adoption metricsProvide strategic direction and oversight for customer engagement initiatives across multiple marketsVisualize and map the change journey for specific healthcare markets impacted by EHR transformation, identifying key milestones, stakeholder touchpoints, and critical success factorsDevelop and execute comprehensive communication strategies to enhance organizational readiness and support successful change adoptionApply ADKAR methodology and Prosci change management principles at P3 - Advanced level to assess change readiness, identify barriers, and develop targeted interventionsSelect and implement the best change management techniques based on market-specific objectives, organizational culture, and stakeholder characteristicsConduct change impact assessments to understand how EHR transformation affects different user groups, workflows, and operational processesDevelop change readiness plans that prepare markets for successful EHR go-lives and sustained adoptionMonitor change adoption metrics at P3 - Advanced level and adjust strategies to address resistance, accelerate adoption, and ensure transformation successFacilitate change champion networks and super-user programs to build grassroots support for EHR transformationLead change management initiatives that drive measurable improvements in adoption rates and user satisfactionContribute to initiatives that enhance the overall customer experience by identifying areas for improvement in EHR implementation processes, training delivery, and support servicesAssist in the coordination of customer advocacy efforts, such as loyalty programs, referral initiatives, advisory boards, and user group forumsWork with internal teams to support enhancements to customer touchpoints and service quality throughout the EHR transformation lifecycleGather and analyze customer feedback to inform continuous improvement of engagement strategies and program offeringsDevelop customer success stories and case studies that demonstrate EHR transformation value and build confidence among stakeholder communitiesSupport the development of customer advisory councils that provide input on EHR optimization and future enhancementsChampion the voice of the customer in internal planning and decision-making processesDrive customer advocacy initiatives that build long-term loyalty and support for transformation effortsWork closely with marketing, sales, product, customer success, training, clinical informatics, and technical teams to support the execution of customer programs and change initiativesEngage with multiple teams across organizational boundaries, facilitating collaboration and ensuring alignment on transformation objectivesContribute to key strategic decisions regarding engagement strategies, communication approaches, and change management interventionsProvide insights and recommendations to leadership on customer engagement trends, change adoption patterns, and potential improvementsAssist in organizing internal training and awareness efforts to foster a customer-centric culture and change-ready mindsetCoordinate with site leadership, clinical champions, and operational stakeholders to ensure market-specific needs are addressedFacilitate stakeholder meetings, working sessions, and governance forums to maintain alignment and momentumProvide solutions to problems for immediate team and across various teams, demonstrating proactive problem-solving and collaborative leadershipLead cross-functional initiatives that require coordination across multiple organizational boundariesApply advanced stakeholder management techniques to identify, analyze, and engage key influencers and decision-makers across healthcare marketsConduct stakeholder assessments to understand concerns, motivations, and communication preferencesDevelop targeted engagement strategies for different stakeholder groups including clinical leadership, physicians, nurses, administrative staff, and IT teamsBuild and maintain trusted relationships with stakeholders at all organizational levelsUtilize change analytics to measure stakeholder engagement, assess change readiness, and track adoption progressMonitor stakeholder sentiment and proactively address concerns before they become barriers to transformation successFacilitate stakeholder feedback sessions and incorporate insights into program refinementDevelop sophisticated stakeholder engagement models that predict and address potential resistanceLead stakeholder engagement initiatives across multiple markets simultaneouslySupport the development of customer education materials, including webinars, newsletters, knowledge-sharing resources, quick reference guides, and training materialsAssist in managing customer communities to encourage engagement, interaction, and peer-to-peer learningHelp leverage digital channels and social media to foster customer relationships and build excitement around EHR transformationDevelop communication campaigns that inform, educate, and inspire stakeholders throughout the change journeyCreate engaging content that addresses common concerns, celebrates successes, and reinforces transformation benefitsFacilitate virtual and in-person community events including town halls, user group meetings, and celebration eventsCurate and share best practices, lessons learned, and success stories across marketsLead content strategy development that supports transformation objectives and drives engagementGather and analyze customer data to assess program effectiveness, change adoption patterns, and areas for enhancementTrack key performance metrics including customer satisfaction, retention rates, program engagement, change readiness scores, and EHR adoption metricsCoordinate in generating reports and insights to support data-driven decision-making and continuous improvementDevelop dashboards and visualizations that communicate program performance and transformation progress to leadershipConduct post-implementation assessments to measure transformation success and identify optimization opportunitiesUtilize CRM systems, customer analytics tools, and engagement platforms to track stakeholder interactions and program participationAnalyze trends and patterns to predict potential adoption challenges and proactively develop mitigation strategiesLead continuous improvement initiatives based on data-driven insights and lessons learnedDevelop comprehensive journey maps that visualize the end-user experience throughout EHR transformation, from awareness through sustained adoptionIdentify critical moments of truth where targeted interventions can maximize engagement and minimize disruptionDesign market-specific engagement strategies that account for organizational culture, clinical specialties, technology maturity, and change historyCoordinate journey touchpoints across pre-deployment, go-live, and post-deployment phasesEnsure consistency in messaging and approach while allowing for market-specific customizationMonitor journey progress and adjust strategies based on real-time feedback and emerging challengesDocument journey insights and lessons learned to inform future market implementationsLead journey management initiatives across multiple markets with varying levels of complexityLeverage knowledge of Oracle EHR (Oracle Health) and Cerner Millennium platforms to inform engagement strategies and communication contentUnderstand EHR functionality, workflows, and user experience to develop relevant training materials and support resourcesAnticipate common user challenges and proactively develop solutions and support mechanismsPartner with clinical informaticists and technical teams to ensure engagement strategies align with EHR configuration and optimization effortsStay current on EHR platform updates, enhancements, and industry best practicesTranslate technical EHR concepts into user-friendly language for diverse stakeholder audiencesProvide subject matter expertise on EHR-specific change management challenges and solutionsRequired QualificationsBachelor's degree in Healthcare Administration, Business Administration, Communications, Organizational Development, Marketing, or related fieldADKAR/Prosci Certified Change Practitioner - Advanced level (required)Minimum five years of experience in customer programs, customer experience, marketing, or related fields with demonstrated success in driving engagement and retention in healthcare or complex technology environmentsProven track record of developing and executing customer-focused programs that deliver measurable resultsExperience coordinating cross-functional initiatives in complex organizational environmentsDemonstrated ability to analyze customer insights and translate them into actionable strategiesExperience leading (not just supporting) customer engagement initiativesExperience in managing cross-functional teams to deliver high-impact customer programsAbility to influence without direct authority and build consensus among diverse stakeholdersExperience facilitating collaboration across organizational boundariesTrack record of successfully coordinating multiple concurrent initiativesDemonstrated leadership in complex, matrixed organizational environmentsAdvanced change management experience in healthcare or technology transformation environmentsDeep understanding of change management principles, methodologies, and best practicesExperience applying structured change management approaches to drive adoption and minimize resistanceProven ability to assess change readiness and develop targeted interventionsExperience leading (not just supporting) change management initiativesADKAR/Prosci Certified Change Practitioner at P3 - Advanced level (required)Demonstrated expertise in applying ADKAR methodology to complex organizational change initiativesAdvanced proficiency in change adoption strategies and techniquesChange Management Excellence: Advanced proficiency (P3 level) in change management methodologies with ability to visualize change journeys, assess readiness, and drive adoption across multiple marketsChange Adoption Expertise: Advanced understanding (P3 level) of adoption patterns, resistance dynamics, and techniques to accelerate behavior change in healthcare environmentsStakeholder Management: Advanced ability to identify, analyze, engage, and influence stakeholders at all organizational levels across multiple healthcare marketsJourney Management: Expertise in developing and executing comprehensive journey maps that guide stakeholders through complex transformationsCustomer-Focused Leadership: Unwavering commitment to understanding and addressing customer needs, concerns, and aspirations with strategic visionOrganizational Skills: Exceptional organizational and project management skills with ability to manage multiple concurrent activities and competing priorities across marketsAnalytical Thinking: Strong ability to analyze customer insights, trends, and data to inform program development and strategic decision-makingChange Analytics: Proficiency in utilizing data and analytics to measure change effectiveness and predict adoption challengesCommunication Excellence: Excellent written and verbal communication skills with ability to tailor messages for diverse audiences from frontline staff to executivesCollaboration & Leadership: Proven ability to lead cross-functional teams and build productive working relationships across organizational boundariesProactive Problem-Solving: Self-starter mentality with ability to identify issues, develop creative solutions, and take initiative in ambiguous environmentsAdaptability: Comfort operating in ambiguous environments with ability to adjust strategies based on emerging needs and feedbackStrategic Thinking: Ability to see the big picture while managing tactical execution detailsFamiliarity with CRM systems (Salesforce, Microsoft Dynamics, or similar platforms) for tracking customer interactions and program part