End-User Engagement Market Lead - EHR Transformation (Hybrid Position)
Vienna, VA
Full Time
Experienced
MicroHealth 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 Overview
The 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 Responsibilities
Physical Demands:
While performing the duties of this job, the employee is regularly required to sit. The employee frequently is required to walk; use hands to finger, handle or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand. The employee may lift or move objects up to 5 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus.
MicroHealth will recruit, hire, train, and promote persons in all job titles, and ensure that all other personnel actions are administered without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, or status as a protected veteran and ensure that all employment decisions are based only on valid job requirements.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
If you need reasonable accommodation due to a disability for any part of the employment process, please send an e-mail to [email protected] with your request and contact information.
Position Overview
The 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.
- Lead the development and coordination of customer programs aimed at improving end-user engagement, loyalty, and long-term relationships throughout EHR transformation initiatives
- Support the implementation of initiatives that enhance customer onboarding, education, and advocacy during all phases of EHR deployment
- Ensure customer programs align with business goals, transformation objectives, and contribute to retention, satisfaction, and successful EHR adoption
- Conduct research to identify potential customer engagement opportunities based on market trends, healthcare industry insights, and end-user feedback
- Develop market-specific engagement strategies that address unique organizational cultures, clinical workflows, and stakeholder needs
- Coordinate program activities across multiple concurrent EHR implementations at different stages of transformation
- Monitor program effectiveness and adjust strategies based on real-time feedback and adoption metrics
- Provide strategic direction and oversight for customer engagement initiatives across multiple markets
- Visualize and map the change journey for specific healthcare markets impacted by EHR transformation, identifying key milestones, stakeholder touchpoints, and critical success factors
- Develop and execute comprehensive communication strategies to enhance organizational readiness and support successful change adoption
- Apply ADKAR methodology and Prosci change management principles at P3 - Advanced level to assess change readiness, identify barriers, and develop targeted interventions
- Select and implement the best change management techniques based on market-specific objectives, organizational culture, and stakeholder characteristics
- Conduct change impact assessments to understand how EHR transformation affects different user groups, workflows, and operational processes
- Develop change readiness plans that prepare markets for successful EHR go-lives and sustained adoption
- Monitor change adoption metrics at P3 - Advanced level and adjust strategies to address resistance, accelerate adoption, and ensure transformation success
- Facilitate change champion networks and super-user programs to build grassroots support for EHR transformation
- Lead change management initiatives that drive measurable improvements in adoption rates and user satisfaction
- Contribute to initiatives that enhance the overall customer experience by identifying areas for improvement in EHR implementation processes, training delivery, and support services
- Assist in the coordination of customer advocacy efforts, such as loyalty programs, referral initiatives, advisory boards, and user group forums
- Work with internal teams to support enhancements to customer touchpoints and service quality throughout the EHR transformation lifecycle
- Gather and analyze customer feedback to inform continuous improvement of engagement strategies and program offerings
- Develop customer success stories and case studies that demonstrate EHR transformation value and build confidence among stakeholder communities
- Support the development of customer advisory councils that provide input on EHR optimization and future enhancements
- Champion the voice of the customer in internal planning and decision-making processes
- Drive customer advocacy initiatives that build long-term loyalty and support for transformation efforts
- Work closely with marketing, sales, product, customer success, training, clinical informatics, and technical teams to support the execution of customer programs and change initiatives
- Engage with multiple teams across organizational boundaries, facilitating collaboration and ensuring alignment on transformation objectives
- Contribute to key strategic decisions regarding engagement strategies, communication approaches, and change management interventions
- Provide insights and recommendations to leadership on customer engagement trends, change adoption patterns, and potential improvements
- Assist in organizing internal training and awareness efforts to foster a customer-centric culture and change-ready mindset
- Coordinate with site leadership, clinical champions, and operational stakeholders to ensure market-specific needs are addressed
- Facilitate stakeholder meetings, working sessions, and governance forums to maintain alignment and momentum
- Provide solutions to problems for immediate team and across various teams, demonstrating proactive problem-solving and collaborative leadership
- Lead cross-functional initiatives that require coordination across multiple organizational boundaries
- Apply advanced stakeholder management techniques to identify, analyze, and engage key influencers and decision-makers across healthcare markets
- Conduct stakeholder assessments to understand concerns, motivations, and communication preferences
- Develop targeted engagement strategies for different stakeholder groups including clinical leadership, physicians, nurses, administrative staff, and IT teams
- Build and maintain trusted relationships with stakeholders at all organizational levels
- Utilize change analytics to measure stakeholder engagement, assess change readiness, and track adoption progress
- Monitor stakeholder sentiment and proactively address concerns before they become barriers to transformation success
- Facilitate stakeholder feedback sessions and incorporate insights into program refinement
- Develop sophisticated stakeholder engagement models that predict and address potential resistance
- Lead stakeholder engagement initiatives across multiple markets simultaneously
- Support the development of customer education materials, including webinars, newsletters, knowledge-sharing resources, quick reference guides, and training materials
- Assist in managing customer communities to encourage engagement, interaction, and peer-to-peer learning
- Help leverage digital channels and social media to foster customer relationships and build excitement around EHR transformation
- Develop communication campaigns that inform, educate, and inspire stakeholders throughout the change journey
- Create engaging content that addresses common concerns, celebrates successes, and reinforces transformation benefits
- Facilitate virtual and in-person community events including town halls, user group meetings, and celebration events
- Curate and share best practices, lessons learned, and success stories across markets
- Lead content strategy development that supports transformation objectives and drives engagement
- Gather and analyze customer data to assess program effectiveness, change adoption patterns, and areas for enhancement
- Track key performance metrics including customer satisfaction, retention rates, program engagement, change readiness scores, and EHR adoption metrics
- Coordinate in generating reports and insights to support data-driven decision-making and continuous improvement
- Develop dashboards and visualizations that communicate program performance and transformation progress to leadership
- Conduct post-implementation assessments to measure transformation success and identify optimization opportunities
- Utilize CRM systems, customer analytics tools, and engagement platforms to track stakeholder interactions and program participation
- Analyze trends and patterns to predict potential adoption challenges and proactively develop mitigation strategies
- Lead continuous improvement initiatives based on data-driven insights and lessons learned
- Develop comprehensive journey maps that visualize the end-user experience throughout EHR transformation, from awareness through sustained adoption
- Identify critical moments of truth where targeted interventions can maximize engagement and minimize disruption
- Design market-specific engagement strategies that account for organizational culture, clinical specialties, technology maturity, and change history
- Coordinate journey touchpoints across pre-deployment, go-live, and post-deployment phases
- Ensure consistency in messaging and approach while allowing for market-specific customization
- Monitor journey progress and adjust strategies based on real-time feedback and emerging challenges
- Document journey insights and lessons learned to inform future market implementations
- Lead journey management initiatives across multiple markets with varying levels of complexity
- Leverage knowledge of Oracle EHR (Oracle Health) and Cerner Millennium platforms to inform engagement strategies and communication content
- Understand EHR functionality, workflows, and user experience to develop relevant training materials and support resources
- Anticipate common user challenges and proactively develop solutions and support mechanisms
- Partner with clinical informaticists and technical teams to ensure engagement strategies align with EHR configuration and optimization efforts
- Stay current on EHR platform updates, enhancements, and industry best practices
- Translate technical EHR concepts into user-friendly language for diverse stakeholder audiences
- Provide subject matter expertise on EHR-specific change management challenges and solutions
- Bachelor's degree in Healthcare Administration, Business Administration, Communications, Organizational Development, Marketing, or related field
- ADKAR/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 environments
- Proven track record of developing and executing customer-focused programs that deliver measurable results
- Experience coordinating cross-functional initiatives in complex organizational environments
- Demonstrated ability to analyze customer insights and translate them into actionable strategies
- Experience leading (not just supporting) customer engagement initiatives
- Experience in managing cross-functional teams to deliver high-impact customer programs
- Ability to influence without direct authority and build consensus among diverse stakeholders
- Experience facilitating collaboration across organizational boundaries
- Track record of successfully coordinating multiple concurrent initiatives
- Demonstrated leadership in complex, matrixed organizational environments
- Advanced change management experience in healthcare or technology transformation environments
- Deep understanding of change management principles, methodologies, and best practices
- Experience applying structured change management approaches to drive adoption and minimize resistance
- Proven ability to assess change readiness and develop targeted interventions
- Experience leading (not just supporting) change management initiatives
- ADKAR/Prosci Certified Change Practitioner at P3 - Advanced level (required)
- Demonstrated expertise in applying ADKAR methodology to complex organizational change initiatives
- Advanced proficiency in change adoption strategies and techniques
- Change Management Excellence: Advanced proficiency (P3 level) in change management methodologies with ability to visualize change journeys, assess readiness, and drive adoption across multiple markets
- Change Adoption Expertise: Advanced understanding (P3 level) of adoption patterns, resistance dynamics, and techniques to accelerate behavior change in healthcare environments
- Stakeholder Management: Advanced ability to identify, analyze, engage, and influence stakeholders at all organizational levels across multiple healthcare markets
- Journey Management: Expertise in developing and executing comprehensive journey maps that guide stakeholders through complex transformations
- Customer-Focused Leadership: Unwavering commitment to understanding and addressing customer needs, concerns, and aspirations with strategic vision
- Organizational Skills: Exceptional organizational and project management skills with ability to manage multiple concurrent activities and competing priorities across markets
- Analytical Thinking: Strong ability to analyze customer insights, trends, and data to inform program development and strategic decision-making
- Change Analytics: Proficiency in utilizing data and analytics to measure change effectiveness and predict adoption challenges
- Communication Excellence: Excellent written and verbal communication skills with ability to tailor messages for diverse audiences from frontline staff to executives
- Collaboration & Leadership: Proven ability to lead cross-functional teams and build productive working relationships across organizational boundaries
- Proactive Problem-Solving: Self-starter mentality with ability to identify issues, develop creative solutions, and take initiative in ambiguous environments
- Adaptability: Comfort operating in ambiguous environments with ability to adjust strategies based on emerging needs and feedback
- Strategic Thinking: Ability to see the big picture while managing tactical execution details
- Familiarity with CRM systems (Salesforce, Microsoft Dynamics, or similar platforms) for tracking customer interactions and program participation
- Experience with customer analytics tools and engagement platforms for measuring program effectiveness and stakeholder sentiment
- Proficiency with Microsoft Office Suite (Excel for data analysis, PowerPoint for presentations, Word for documentation)
- Experience with project management and collaboration tools (e.g., Microsoft Project, Jira, SharePoint, Teams)
- Ability to develop dashboards and visualizations to communicate program performance
- Comfort learning and navigating EHR systems and healthcare technology platforms
- Experience with Oracle EHR (Oracle Health) and/or Cerner Millennium platforms
- Understanding of healthcare workflows, clinical operations, and care delivery models
- Familiarity with EHR implementation lifecycle and common adoption challenges
- Knowledge of healthcare interoperability standards and data exchange concepts
- Experience supporting federal healthcare organizations (VA, DoD, IHS) highly desirable
Physical Demands:
While performing the duties of this job, the employee is regularly required to sit. The employee frequently is required to walk; use hands to finger, handle or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand. The employee may lift or move objects up to 5 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus.
MicroHealth will recruit, hire, train, and promote persons in all job titles, and ensure that all other personnel actions are administered without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, or status as a protected veteran and ensure that all employment decisions are based only on valid job requirements.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
If you need reasonable accommodation due to a disability for any part of the employment process, please send an e-mail to [email protected] with your request and contact information.
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