Consumer Engagement Program Manager

Job Summary

CRISP Shared Services, Inc. (CSS) serves partner organization Connie, Connecticut's state-designated Health Information Exchange (HIE), to positively impact the healthcare system through improved patient care and outcomes, reduced costs, and data-driven understanding of statewide public health concerns.

The Consumer Engagement Program Manager for Connie has a strategic role in developing and overseeing the strategy for Connie's healthcare consumer engagement program, designing outreach and technical projects within the program, and ensuring their alignment with Connie Patient Empowerment goals. The program manager will be responsible for both creating and executing the strategy, with the support of an outreach coordinator. The successful candidate will provide both critical strategy planning as well as day-to-day project management that includes planning, implementing and socializing consumer engagement initiatives. Continual strategy evaluation and stakeholder engagement are critical to this role. This is a supervisory position.

Essential Duties and Responsibilities

Include the following. Other duties may be assigned.

Strategy Planning

• In partnership with Connie senior leadership, develop service strategy and goals in support of healthcare consumer empowerment through the presence of the HIE in CT and their access to their own health data.
• Develop an outreach strategy to build understanding and trust between healthcare consumers and Connie.
• Work with Connie communications team and external partners to build resources that support accessibility to Connie's healthcare consumer services.

Project Management

• Manage technical consumer services projects in alignment with the consumer empowerment strategy including but not limited to consent management, patient access interoperability, patient portal enhancements, and privacy and security inquiries.
• Working with CSS, oversee the planning and execution of projects to advance patient access interoperability and ensure data integrations feed downstream patient facing services for Connie.
• Ensure technologies, user communications, and use cases comply with healthcare data sharing standards, regulations and laws.
• Develop internal and external project related plans, process workflows, user guides, and standard operating procedures (SOPs) for use with software platforms.

Stakeholder Engagement

• Co-chair PFAC meetings including planning the agenda and facilitating the meetings.
• Collaborate with Outreach Coordinator and the Patient and Family Advisory Committee (PFAC) to understand customer needs and support technical projects necessary to support consumer engagement.
• Serve as point person to state agencies regarding Connie consumer strategy as assigned
• Local travel to healthcare and community events and conferences throughout Connecticut required.

Managing Staff

• Provide oversight and guidance for Health Consumer Outreach Coordinator.
• Ensure successful execution of outreach activities.
• Complete staff annual reviews.

Monitoring and Evaluation

• Build, monitor, and report on Connie's annual healthcare consumer related project plans, goals, benchmarks, risk mitigation, and progress; accountable for internal and external project outcomes.
• Monitor metrics and KPIs to track progress of healthcare consumer initiatives and communicate with internal stakeholders.
• Monitor technology upgrades and changes impacting healthcare consumer initiatives, coordinate external communications on technology changes to both internal and external stakeholders.

Qualifications

To perform this job successfully, the incumbent must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required Skills and Experience

• Demonstrated ability to develop and deliver strategic initiatives that includes: understanding complex information, exploring alternatives, identifying an appropriate path forward, executing the strategy, and evaluating the results with a critical eye.
• Ability to quickly understand technical concepts.
• History of strong project management skills.
• Demonstrated ability to plan and facilitate complex discussions with diverse stakeholder groups with varying levels of knowledge of technology and/or data exchange complexities.
• Excellent written and verbal communication skills.
• Have an executive presence and manage relationship building interactions with leaders from other organizations.
• Ability to manage competing priorities, both individually and for a team.

Preferred Skills and Experience

• Experience managing technical initiatives
• Experience working directly with technology
• Experience working in a behavioral health program
• Knowledge of Connecticut patient consent laws
• Group process facilitation
• Basic understanding of health information exchange (HIE)
• Bachelor's degree in a healthcare or health informatics related field

Experience and/or Education Requirements

• 5+ years of experience with program management and/or grant administration, or equivalent
• 4-year degree

Compensation and Benefits Package

Targeted base salary: $105k - $120k per year, based on experience and qualifications, plus benefits and bonuses.

Benefits include the following but are not limited to health, dental, vision, life and disability insurance. CSS also has a 403(b) plan with discretionary employer match and contributions. You will be eligible for 20 days of Paid Time Off per year (accrued in accordance with CSS' policies). PTO is in addition to 8 company designated holidays. If you are not PTO eligible, you may be eligible for applicable state and/or local sick and safe leave in accordance with the provisions of any applicable state and/or local sick and safe leave laws.

Website:

Location: Remote; within the Connecticut region

CRISP Shared Services, Inc. is an equal opportunity employer. This means that CRISP Shared Services Inc. is dedicated to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, age, marital status, genetic information, disability, military or veteran status, or any other status protected by federal, state, or local law. We celebrate diversity and are committed to creating an inclusive environment for all team members.