Lead Service Director, HIE

About Us:

CyncHealth is a statewide Health Information Exchange (HIE) with a purpose to achieve health care transformation through community betterment and collaboration while protecting the security and privacy of medical information. Join our team to play a key role in leading a health data utility, advancing interoperability, and improving healthcare.

Position Summary:

The Lead Service Director, HIE is responsible for maintaining and utilizing subject matter expertise for service and solution delivery for assigned business function. This position provides strategic guidance, operational leadership, service line expertise, and customer-facing leadership to ensure successful implementation, adoption, utilization, expansion, and ongoing satisfaction with assigned services, solution portfolio, and associated business functions.

Responsibilities include, but are not limited to the following:

• Maintain expert level knowledge of assigned solutions, services, clinical workflows, operational processes, and regulatory requirements. Maintain subject matter expertise on industry trends, detect market forces and their impact on assigned business function and translate potential opportunities to Solution Support Specialist and/or Senior Leadership.
• Develop and execute service line strategies that support organizational priorities, customer success, and market utilization growth of solutions within the assigned business function.
• Analyze adoption and utilization trends and develop recommendations to increase customer engagement and value realization for solutions within the assigned business function.
• In partnership with Solution Support Specialist, conduct annual assessment and competitive analysis documentation for assigned solutions including applicability, effectiveness, and alignment with participant needs, organizational priorities, and industry trends.
• Provide strategic leadership, oversight, and subject matter expertise for solution implementation, onboarding, adoption, and ongoing service optimization activities.
• In partnership with the Operations Center, and Solution Support Specialist, investigate, resolve and communicate technical and service issues within assigned business function.
• In partnership with the Operations Center, engineering teams, and Solution Support Specialist, compile customer feedback, identify themes, and incorporate into product or solution roadmaps. Present updates to customers at a regular cadence.
• In partnership with the Operations Center, TechOps, Marcom, and Solution Support Specialist, ensure communications for assigned business function and solutions related to service disruptions, outages, risk mitigation efforts, and operational impacts are constructed and disseminated.
• Identify and advance opportunities for solution expansion, new use cases, and service enhancements for assigned business function.
• Monitor contractual deliverables, milestones, risks, dependencies, and operational performance measures associated with assigned business function.
• Support development of program scopes, outcome measures, business case, and budget or level of effort recommendations related to assigned services.
• Serve as the primary business and subject matter resource for participants utilizing assigned service or solution.
• Build and maintain strong relationships with healthcare organizations, government agencies, vendors, and industry stakeholders.
• Regularly develop and present content at local, regional, and national level to strengthen CyncHealth’s market presence and industry credibility.
• Represent CyncHealth at local, regional and national conferences, health events, industry forums, workgroups, and other community events and venues, providing accurate information and referrals for community members seeking CyncHealth services.
• Participate in participant meetings, advisory groups, committees, user groups, and stakeholder engagements to offer subject matter expertise and deepen understanding of participant needs related to CyncHealth’s services as it relates to assigned business function. Demonstrate solutions and provide workflow adoption recommendations to individuals and organizations
• Develop and deliver executive level presentations, solutions briefings, educational sessions, and solution demonstrations.
• Synthesize customer feedback and communicate key themes, opportunities, and concerns to leadership, Solution Support Specialist, and other operational stakeholders as appropriate.
• Partner with Director of Government and Strategic Partnerships to align services and solutions with organizational initiatives, grant-funded programs, and strategic priorities.
• Complete compliance assessments, maturity evaluations, internal audit review activities and response, and standards and controls related action plans and conduct ongoing monitoring efforts.
• Support policy review, procedure development, and operational governance related to assigned business function.
• Ensure assigned activities comply with regulations, internal and external standards, contractual obligations, organization policies and legal requirements.
• Maintain awareness of privacy, security, and data governance requirements applicable to assigned services.
• Participate in organizational strategic planning efforts and ensure assigned function operationalizes necessary steps to meet organizational strategic goals through measurable goals and outcomes.
• Assist in development and maintaining service line OKRs, performance metrics, dashboards, and reporting mechanisms.
• Maintain operational continuity by developing and maintaining capable coverage plans within the department.
• Support interdepartmental efforts to meet operational and strategic objectives.
• Lead and manage a team, including responsibility for planning and managing work priorities, performance of duties, achievement of initiatives, and providing direction and directives to direct reports. Provide regular and ongoing feedback, including conducting performance conversations with direct reports.
• Participate in organizational strategic planning efforts and ensure assigned function operationalizes necessary steps to meet organizational strategic goals. Cascade relevant information to direct reports as needed.
• Maintain a high-level focus on effective decision making and strategy development for all assigned functions.
• Maintain operational continuity by developing and maintaining capable coverage plans within department.
• Support interdepartmental efforts to meet operational and strategic objectives.
• Manage assigned business function in alignment with the strategic plan and leadership expectations, including development and implementation of OKRs or supplemental business function strategic planning to meet organizational objectives.
• Partner with vendor management, and other internal stakeholders as needed, to deliver effective vendor management when identified as the business owner for a vendor which may include but is not limited to relationship management, contract deadlines, and invoice approvals.
• Responsible for effectively managing available resources in alignment with fiscal stewardship.
• Protect assets and the integrity, security, and privacy of information entrusted to or maintained by the organization.
• Model CyncHealth’s values and Code of Conduct.
• Other duties as assigned.

Experience/Requirements:

• Doctor of Pharmacy, master’s degree in healthcare, epidemiology, Public Health, Biostatistics, or a related field required. Registered Nursing designation with relevant experience in public health accepted as an alternative. Relevant professional experience may be substituted for this requirement.
• Minimum 7 years’ experience in healthcare, with demonstrated success in managing pharmacy or healthcare programs.
• Minimum 4 years’ experience managing a team.
• Prior experience with public health and syndromic surveillance platforms or tools.
• Experience analyzing and interpreting clinical data preferred.
• Experience with the PDMP, EHRs, or EMRs preferred.
• Experience analyzing, interpreting, and visualizing health data.
• Advanced knowledge of Microsoft Office products.
• Experience with performance improvement (Lean, Six Sigma, etc.), quality, and/or project management preferred.
• Ability to serve as a working manager, splitting time between leading a team and executing direct work.
• Ability to coach, mentor, and develop direct reports.
• Ability to effectively delegate work and manage workload of direct reports.
• Ability to provide constructive feedback and manage performance of direct reports.
• Ability to foster collaboration across teams and departments.
• Ability to balance strategic priorities with operational execution.
• Strong conflict resolution and interpersonal skills.
• Ability to lead organizational change initiatives.
• Ability to influence and build consensus across functions, foster a culture of accountability, innovation, and collaboration.
• Strong executive-level communication and presentation skills.
• Strategic thinking and long-term planning capabilities.
• Strong organizational and time management skills

Physical Requirements:

• Ability to work on a computer for extended periods of time.
• Ability to stand or sit for extended periods of time.
• Hours are generally Monday-Friday, 8:00 AM-5:00 PM. As operational deliverable deadlines emerge there is likely to be extended working hours.
• Light work requiring exertion up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.
• Availability to respond to time-sensitive and unexpected organizational priorities as needed.
• Ability to work from La Vista, NE office with reliable and predictable attendance.

Benefits:

• Medical, Dental, & Vision
• 20 days paid time off annually + 9 paid holidays annually.
• Long & short-term disability (fully paid by CyncHealth)
• Life Insurance (fully paid by CyncHealth)
• 401(k) with 4% matching & immediate vesting
• Parental Leave
• Pet Insurance
• Other voluntary benefits

Disclaimer:
The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. The statements are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required for this position.

Must be authorized to work in the United States.