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

MicroHealth, LLC•Vienna, VA

3d•$120,000 - $130,000•Hybrid

About The Position

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. 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.

Requirements

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

Nice To Haves

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

Responsibilities

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