Job Responsibilities/Duties
The RHTP Initiative 6 Provider Experience Coordinator (PEC) serves as the healthcare provider experience champion for all activities under Initiative 6, especially the Rural Health Innovation Fund and the Rural Digital Health Collaborative. This position serves as the primary team member focused on how rural healthcare providers experience and navigate Information Technology (IT), Artificial Intelligence (AI), and emerging digital technologies 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 the 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.
Key Design and Experience Responsibilities
- Designing and optimizing user interfaces and experiences for web and mobile applications, ensuring usability and accessibility standards.
- Conducting user research, interviews, and usability testing to gather insights and improve design decisions.
- Developing wireframes, prototypes, and visual designs using tools like Adobe XD, Figma, or Sketch.
- Collaborating with stakeholders, product managers, and development teams to align design goals with business objectives.
- Creating user personas, journey maps, and interaction flows to inform design strategies and solutions.
- Ensuring consistency in branding and design elements across all user touchpoints.
- Staying up to date with design trends, tools, and emerging technologies to enhance user experiences.
- Documenting and presenting design concepts, guidelines, and deliverables to stakeholders and team members.
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.
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.
Required Skills and Experience
- Process mapping: Required, 3 years
- Process improvement: Required, 3 years
- User interviews: Required, 3 years
- User journey mapping: Required, 3 years
- Healthcare interfacing: Highly desired, 2 years
Professional Competencies
- Able to work without assistance.
- Can provide limited leadership to others.
- Able to manage medium complexity work efforts.
- May have industry experience.
Professional Skills :
| Skill Name | Required/Desired | Total Years |
|---|
| Process mapping | Required | 3 |
| Process improvement | Required | 3 |
| User interviews | Required | 3 |
| User journey mapping | Required | 3 |
| Healthcare interfacing | Highly desired | 2 |
