Program Manager, Camden Coalition Health Information Exchange

Position Summary

The Program Manager for the Camden Coalition’s Health Information Exchange (HIE) supports the growth, adoption, and effective use of the Camden Coalition’s HIE. Reporting to the Associate Director of the Health Information Exchange, this role is tasked with the implementation of customer success processes and external partner engagement activities, as well as growing and strengthening the HIE. The role manages day-to-day partner relationships, leads engagement efforts, and supports the sales cycle, including identifying new partnership and program opportunities to expand the reach and impact of the HIE within Southern New Jersey and across the state.

The Program Manager helps translate HIE capabilities into clear, practical value for healthcare and community-based partners with a focus on supporting participant satisfaction, retention, and expansion. The Program Manager also develops new HIE business, and identifies opportunities to help stakeholders leverage the value of the HIE to support value-driven care and positive health outcomes. The role also strengthens the Camden Coalition’s impact by promoting participation in the HIE for collaborative regional demonstration programs.

As a member of the Digital Systems and Strategy department, the Program Manager collaborates closely with the Clinical Redesign, Community Engagement, and Data and Quality Improvement teams to on priority initiatives that align with the Coalition’s strategic goals and its responsibilities as a Regional Health Hub.

Requirements

HIE Customer Success & Growth

• Support the expansion and adoption of the Camden Coalition HIE in South Jersey.
• Implement customer success processes and contribute to the documentation and refinement of workflows and tools.
• Serve as a point of contact for assigned partners, ensuring timely follow-up and coordination with internal teams.
• Track participant engagement metrics and support reporting on customer success indicators.
• Carry out business development efforts, including prospect research, outreach, scheduling and participating in demonstrations, and drafting scopes of work.
• Develop and maintain strong relationships with partners ensuring customer satisfaction, retention, and success by through ongoing engagement and support.

Program and Workflow Development Support

• Support the planning and implementation of program activities and Coalition directives, specifically those supported by the HIE.
• Support planning and implementation of Regional Health Hub activities including the development workflows supporting HR1.
• Develop and facilitate trainings and convenings that promote the effective use of the HIE.
• Collaborate with internal teams to align HIE capabilities with partner program needs and demonstration projects.

Community and Stakeholder Engagement

• Represent the Coalition at various local, state, and national meetings and public speaking engagements.
• Collaborate with the Communications & Marketing department on content, including articles, blog posts, collateral, and other promotional products.
• Create regular communication pathways with HIE participants and external & internal stakeholders, such as webinars, newsletters, and updates.
• Maintain records of partner interactions and engagement activities.

Non-Essential Functions

• Adhere to Camden Coalition’s guidelines and ensure the appropriate handling of sensitive information;
• Attend relevant training as necessary to maintain professional certification and/or knowledge;
• May work non-traditional hours based on operational needs and to meet the needs of the community; and
• Other duties as assigned within the scope of position expectations
• The above are guidelines for the position but are not necessarily a delineation of all the actions/duties necessary to the job.

Knowledge, Skills, and Abilities

• Ability to manage multiple projects and follow through on deliverables
• Requires the ability to travel; valid driver’s license and automobile that is insured
• High level organizational skills and attention to detail with the ability to manage competing priorities, carefully set priorities, meet deadlines and schedule time efficiently
• Strong interpersonal skills; ability to work collaboratively with a wide variety of internal and external stakeholders
• Ability to work well and maintain professionalism under occasional times of stress and pressure
• Ability to accurately type and effectively operate a computer and use a variety of common software programs including Microsoft Office Suite
• Interest in health information exchange, value-based care, complex care, care coordination or related field

Experience, Education, and Licensure

Experience:

• 2-4 years prior experience working in relationship management, partnership engagement, customer success, or community engagement or required
• Experience in a healthcare or non-profit setting preferred
• Project management experience required

Education: High School Diploma or equivalent required

Licensure: None

Competencies

• Communication: Uses effective oral and written communication to facilitate inclusive conversations within our diverse communities including (Coalition) colleagues, partners, and consumers while demonstrating empathic listening.
• Growth Mindset: Views growth as important for personal and professional development; seeks out opportunities to expand skills, even if change is required; demonstrates curiosity and eagerness to learn.
• Problem Solving: Can identify challenges; formulates and implements solutions drawing on the expertise and input of others; Makes decisions effectively and responsibly.
• Relationship Building: Helps colleagues as needed, views responsibilities as shared. Represents the organization among external stakeholders, influences audiences, and communicates in a sophisticated way about the organizations’ vision and work.
• Workload Management: Breaks down a work task/project into process steps and executes them effectively, adjusting course as needed. Uses self-management techniques in order to continuously improve own behavior and performance.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. While performing the duties of this job, the employee will frequently stand; walk and sit in an office environment.
2. There will be occasional lifting up to 15-20lbs.

Work Environment

The work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. The noise level in the work environment is usually moderate.
2. Although work is primarily indoors, you may be required to travel outside to business community locations.

Nothing in this position description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

EOE Statement

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, gender (including pregnancy), national origin, nationality, ancestry, age, familial status, marital/civil union status, domestic partnership status, affectional or sexual orientation, gender identity and expression, atypical hereditary cellular or blood trait, genetic information, liability for military service, disability status (mental or physical, including perceived disability, and AIDS and HIV status), protected veteran status or any other characteristic protected by law.