User Experience Designer- Mid Level

Both the RHIF and RDHC activities work in concert to provide rural healthcare providers the resources, technical assistance support, and community/network to implement Information Technology (IT), Artificial Intelligence (AI), and emerging digital technologies. This position serves as the primary team member focused on how providers experience and navigate these resources most efficiently and effectively. The role ensures all RHTP partners are working in concert to deliver a streamlined offering and experience. 

The PEC continuously works towards clear, defined, sensible, and navigable processes for providers to improve their operations through technology. The position facilitates strong relationships with rural healthcare provider community and provides an avenue for communicating process challenges. Additionally, the position maps out the various processes and collects active and passive data to gain a holistic understanding of the operation. The PEC is responsible for using the information collected to facilitate overarching program process improvement by working with our partners.

Core Responsibilities

Provider Relationship and Navigation (25%)

• Serve as the DHHS RHTP provider experience champion.

• Creatively problem-solve process blockers and friction points in response to provider feedback.

• Create a provider “playbook” that synthesizes process and navigation guidance.

External Partner Coordination (20%)

• Serve as the liaison between DHHS’ RHIF partner (DIT) and RDHC partner (ECU) to ensure a smooth handover for providers.

• Communicate process improvement recommendations to partners.

• Occasionally attend partner meetings.

Provider Journey Analysis (20%)

• Map and regularly update the provider journey in detail and publish an illustrative workflow.

• Regularly identify collaboration or provider service gaps.

Continuous Improvement (15%)

• Identify opportunities for process improvement.

• Implement process improvements.

• Conduct surveys, focus groups, and/or listening sessions to collect qualitative and quantitative data on the process.

• Continuously evaluate existing documentation for updates vis-à-vis current operations and best practices.

Data, Metrics, and Reporting (15%)

• Establish a provider experience information housing and reporting mechanism.

• Deliver reports and presentations regarding provider experience.

• Support development of evaluation measures.

• Compile data and support reporting for DHHS leadership, CMS, and rural health partners.

Initiative 6 Support (5%)

• Support data needs of Initiative 6.

• Support communication needs of Initiative 6.

• Support presentation needs of Initiative 6.

• Support provider experience activities in other Initiative 6 activities.

Knowledge, Skills, and Abilities

• Thorough knowledge of process and quality improvement principles.

• Strong understanding of rural health systems, digital health challenges, and community resource landscapes.

• Understanding of continuous‑improvement tools, service‑level agreements (SLAs), and responsible, accountable, consulted, and informed (RACI) ownership frameworks to prevent “no one’s responsibility” gaps.

• Ability to communicate effectively with clinical audiences, both verbally and in writing.

• Familiarity with telehealth platforms, EHR workflows, remote monitoring concepts, and practical implementation considerations at small/rural practices.

• Skill in diagnosing cross‑boundary issues, applying structured triage/escalation, documenting status, and driving closure within agreed SLAs.

• Strong communication skills with a focus on impact and experience convening diverse stakeholders.

• Ability to recommend and implement responses to moderately complex program or regulatory issues.

• Ability to travel regularly across rural North Carolina.

Minimum Education and Experience

• Bachelor’s degree in a field related to business, public health, public administration, health administration, healthcare management, nursing, information systems, or a discipline related to the area of assignment; OR an equivalent combination of education and experience.

• One to three (1-3) years of provider relations, program coordination, care coordination, outreach, or telehealth implementation with preference for experience in rural health outreach, digital health solutions, public health programming.

• Demonstrated process mapping and process improvement abilities.

• Demonstrated liaising and customer service skills

• Experience with interfacing with healthcare providers.

• Familiarity with rural health challenges and resources in North Carolina preferred.

• Familiarity with federal and/or state contracts and grants.