Onboarding Program Manager

Reports to:

eHealth Exchange Director, Governance and Onboarding

FLSA Status:
Exempt, Full Time

Supervisory Responsibility: N/A

Location:

Remote

Starting Salary Range: $100, depending on experience

The eHealth Exchange Onboarding Program Manager helps to drive the success of the eHealth Exchange, a health IT "network of networks" with nationwide scope, through a range of customer implementations as it relates to onboarding, testing, and technical support. The Program Manager guides health systems, ambulatory providers, HIEs, and other new customers as they initially connect to the eHealth Exchange network and to address onboarding requirements including ensuring the appropriate documentation is in place, basic technical troubleshooting, and testing.

The Program Manager also helps identify new eHealth Exchange services and assists current customers with onboarding to those new services.

The role involves some independent work, with responsibility for administering best practices for designing and implementing plans according to customer requirements. The role is highly visible and customer facing with the expectation that each customer is provided with the highest quality customer service and exceptional communication to ensure flawless execution during their implementation and support.

The Program Manager will contribute to the development, improvement, and documentation of implementation processes these organizations follow as part of their participation in interoperable exchange.

This position requires a blend of project management, process knowledge, product knowledge, technical knowledge (IHE / FHIR), and strong analytical, communication, and leadership skills, and an eager willingness to learn—as it relates to the ever-evolving policy & technical healthcare landscape.

The eHealth Exchange supports operational health information exchange activities, with services ranging from legal and policy governance, to identification of standards, and technical directory and security components.

• Interact directly and independently with customers (ranging from small to large national organizations and governmental agencies) through each phase of the eHealth Exchange onboarding process from the initial inquiry, application, testing, and through activation.
• Prepare detailed and accurate implementation status reports and work proactively to resolve gaps and issues and keep the implementation on track.
• Educate potential applicants on how to join eHealth Exchange along with the testing requirements and highlight the benefits of the applicable eHealth Exchange use cases.
• Encourage current eHealth Exchange customers to adopt new eHealth Exchange services and use cases.
• Facilitate calls with federal agencies to communicate and coordinate the status of outreach and onboarding activities.
• Guide applicants and participants to the appropriate technical standards, directory entry file, specifications, testing resources, and assist in policy inquiries where necessary.
• Develop, maintain and manage technical onboarding plans inclusive to pre-requisite requirements, testing, technical validation, and production activation.
• Maintain customer records such as contacts and services deployed.
• Create annual contracts and supply Accounting with the necessary information to generate invoices. Update contracts with invoicing and payment details supplied by Accounting.
• Process legal agreements with customers and facilitate requested changes to legal documents.
• Collaborate with all cross-functional internal team members and effectively maintain and build relationships across business groups while working in a highly consultative…