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.
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
- Preferred Qualifications: 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
