Director of Community Connect

Job Overview:

The Director of Community Connect is responsible for strategic and operational leadership of the healthcare system s Community Connect program. This responsibility includes program design, new client development, customer support, and maintenance. The Director will work closely with senior operational leadership, internal IT leadership, and Connect Site leadership teams to ensure mutual understanding and alignment with overall strategy and goals.

The position provides Connect Site management with analysis and recommendations to improve system adoption and maximize utilization. Working in a matrix model, the Director is responsible for all core activities pertaining to the staffing, budgeting, planning, execution, and support the overall program according to need and demand.

The Director is responsible for ensuring his/her teams align with the overall IT strategic plan in support of cultural, business, and clinical transformation objectives. The Director is expected to be knowledgeable about organizational policies, procedures, and business operations, as well as the area of business they are representing and the functionality available in the application(s). The Director is responsible for inclusively guiding and facilitating organizational stakeholders, team members, consultant resources, application installation/project resources to ensure that all goals are achieved efficiently, effectively and with integrity.

Qualifications:

Required:

• Bachelor s degree in Health Care Management, Information Technology, Business or related field or equivalent years of relevant work experience.
• Five (5) years relevant experience; knowledgeable of Epic application portfolio.
• Experience in a leadership role(s) involved with implementing financial/clinical information systems and/or large-scale and complex standardization and implementation of an enterprise EHR or large application suite.
• Superior organizational and people management skills
• Superior ability lead and interact with multidisciplinary teams
• Demonstrated ability to align and motivate key process stakeholders, clinical and financial and/or business and administrative staff.
• Strong assertiveness skills and ability to manage conflict in a variety of situations
• Strong oral and written presentations skills
• Demonstrated knowledge and work experience in application s operational departments including regulatory, standards and changes in healthcare environment.
• Demonstrates an acumen in industry trends both in technology, healthcare practices (financial and operational)
• Demonstrates strong ability to motivate and organize teams
• Demonstrated workflow process analysis and design, communication and interpersonal skills, facilitation/training skills, project management capabilities, and leadership orientation
• Experience in application s installations and large scale go live projects preferred
• Ability to travel to Connect Sites located throughout New Jersey

Preferred:

• Master s degree in Health Care Management, Information Technology, Business or related field.
• Seven (7) to Eight (8) years experience in leadership in a health care setting; knowledgeable of Epic application portfolio.

Scheduling Requirements:

• Full-time, Day

Essential Functions:

Program Development & Management

• Communicate the strategic vision for the Community Connect program.
• Engage in ongoing strategic planning to ensure success of the Community Connect program.
• Apply criteria for selecting Connect sites to ensure good fit for health system strategic goals.
• Maintain cost model and pricing strategy.
• Meet with key operational stakeholders (Business Development, Community Health/Outreach, Clinically Integrated Network, Medical staff) to stay informed and help shape RWJBH s direction for expansion.
• Prepare and deliver program presentations to prospective customers, engage in timely follow-up with prospective customers to ensure questions and concerns are satisfactory addressed, partner with appropriate IT teams to conduct thorough scope assessments, develop accurate program estimates, and work closely with Legal in the preparation of contracts/SOWs,
• Working collaboratively with internal IT teams, develop a repeatable implementation process, plan, and timeline for teams to execute with quality and integrity.
• Follow established governance structure with a focus on shared build across RWJBH and Connect Sites and minimize localized build.
• Develop a strategy for conversion, archiving, and abstraction to use across all Connect projects.
• Establish clear escalation paths for issues and partner with Application VPs to oversee analysts and related build.
• Work with Legal to maintain and update standard Community Connect contract language.
• Monitor and manage Community Connect contract renewals, conduct true-up audits, and track program revenue and expenses.
• Achieve and maintain Epic Connect Accreditation on an annual basis.

Team Management

• Oversee Connect Customer Success Manager(s) (CSMs) that are assigned as the key point of contact to each Connect customer.
• Function as key escalation point for all Connect Customer escalations both implementation and maintenance related.
• Staff and coach team members to close gaps involving competency through training
• Maintain employee relations in accordance with RWJBH policies and procedures
• Establish clear and specific performance standards and expectations for team members.
• Follow through on requests and inquiries from team members and responds to them in a timely manner. Be visible and accessible to staff and conduct frequent staff meetings.
• Apply policies and procedures consistently for all team members.
• Conduct staff performance appraisals on time in accordance with policy timeframes.
• Effectively allocate and schedule resources. Utilize resources, both labor and non-labor, to maximize efficiency and quality.
• Develop and document internal procedures that will be used in conjunction with the applications
• Prioritize changes requested for the system
• Review new vendor software releases and updates to help determine which features will be utilized
• Provide senior management with regular status reports for all reporting areas.
• Take initiative to problem-solve within job scope with other IT and/or operational leaders before escalation.

Project Leadership & Management

• Demonstrate self-direction and ability to manage integrated project deliverables.
• Work collaboratively to ensure the system meets business needs regarding project deliverables and timeline.
• Maintain regular communication through active participation in regular project team meetings.
• Respond timely to escalation of issues and questions.
• Communicate regularly with other leaders to resolve issues, conflicts and application integrations.
• Ensure that appropriate subject matter experts are involved in design, configuration and testing sessions.
• Facilitate the development of integrated workflows by working closely with the project team, subject matter experts and technical leads to define processes that cross applications and functional areas.
• Guide workflow design, building and testing the system, and analyzing other technical issues associated with applications they direct.
• Hold regular communications with team members to discuss the status of deliverables, shared issues, end-user concerns, budget, and upcoming milestones.

Planning

• Meet regularly with Connect Customer leadership to keep abreast of organizational plans for expansions of programs, services, and/or locations.
• Work with key users to assess their information needs, including and but not limited to physicians, clinicians, and department heads.
• Provide direction and advice to senior management in anticipating the information needs of the customer.
• Work with application leadership to review and prioritize system requests
• Plan for and assess integration requirements of third-party systems to determine what unique offerings we may allow based on Connect Customer unique needs.
• Research and evaluate emerging information technologies to be assimilated, integrated and introduced within the organization.
• Develop short- and long-range goals and objectives consistent with the Information Systems Strategic Plan.
• Prepare and monitor operating and capital budgets.
• Establish and maintain an inventory of projects/applications requested, in progress, implemented and on hold.
• Establish resourcing needs for each Community Connect project across different applications and areas depending on scope done in partnership with the VPs over the associated areas.

Customer Support & Experience/Relationship Management

• Build and maintain strong relationships with key site leaders and executives from each Connect Customer.
• Set appropriate expectations, delineation of ownership, and general preparedness with new Connect customers.
• Review the Executive Packet at least twice annually with each hospital and provider group of 25+.
• Serve as primary leader over Connect extensions/renewals.
• Establish effective and consistent communication processes between RWJBH and the Connect customers to ensure appropriate awareness and understanding of Epic upgrades and/or system outages.
• Promote a compassionate and supportive environment.
• Demonstrate effort to provide prompt and consistent service.
• Identify issues that arise in the application area(s) as well as issues that impact other applications and technical teams and working collaboratively to resolve them.
• Direct and execute identified mitigation plans.
• Develop a support model inclusive of on-call support.
• Hold teams accountable to service level agreements.
• Review the status of projects and issues on an ongoing basis with operational leadership, which includes the creation of status reports.
• Review and keep apprised of enhancement and catalog requests aging and progress according to prioritization.
• Collaborate and develop good working relationships across leadership in the healthcare system.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Benefits and Perks:

At RWJBarnabas Health, our market-competitive Total Rewards package provides comprehensive benefits and resources to support our employees physical, emotional, social, and financial health.

• Paid Time Off (PTO)
• Medical and Prescription Drug Insurance
• Dental and Vision Insurance
• Retirement Plans
• Short & Long Term Disability
• Life & Accidental Death Insurance
• Tuition Reimbursement
• Health Care/Dependent Care Flexible Spending Accounts
• Wellness Programs
• Voluntary Benefits (e.g., Pet Insurance)
• Discounts through our Partners such as NJ Devils, NJ PAC, Verizon, and more!

Choosing RWJBarnabas Health!

RWJBarnabas Health is the premier healthcare destination providing patient-centered, high-quality academic medicine in a compassionate and equitable manner, while delivering a best-in-class work experience to every member of the team. We honor and appreciate the privilege of creating and sustaining healthier communities, one person and one community at a time. As the leading academic health system in New Jersey, we advance innovative strategies in high-quality patient care, education, and research to address both the clinical and social determinants of health.

RWJBarnabas Health aims to truly make a unique impact in local communities throughout New Jersey. From vastly improving the health of local residents to creating educational and career opportunities, this combination greatly benefits the state. We understand the growing and evolving needs of residents in New Jersey whether that be enhancing the coordination for treating complex health conditions or improving community health through local programs and education.

Equal Opportunity Employer