Clinical Operations Strategy Lead - Practice Implementation

Become a part of our caring community as a Clinical Operations Strategy Lead, designing and implementing initiatives that optimize clinical operations and enhance care delivery across aligned areas or the organization. This role works on problems of diverse scope and complexity, reporting to the National President, MSO Operations.

Responsibilities

• Project Management
  • Independently manage multiple implementation projects at various stages, ensuring EHR optimization, CenterWell tools, and workflows are delivered on time and meet stakeholder expectations.
  • Communicate project progress to internal and external stakeholders, including practice leadership, IT staff, and clinical teams, ensuring alignment with implementation goals.
  • Deliver clear, concise, and structured training content on complex material for diverse audiences (practice executives, IT teams, clinical staff).
  • Maintain and update training materials as products, workflows, tools, and vendor systems evolve.
  • Consult independent medical practices, providing detailed assessments and recommendations for full adoption of outcomes-centric, value-based care models.
  • Support and coach partner practices through change management.
  • Influence the adoption of CenterWell's best practices and materials, driving engagement and commitment from practices throughout the implementation process.
  • Document implementation activities, outcomes, lessons learned, and improvement opportunities to refine the implementation model continuously.
  • Execute implementations at CenterWell’s high service-level standards.
• Data Exchange and Integration
  • Ensure accurate data capture in EHR systems to generate quality measures and other reporting required for CenterWell's services.
  • Collaborate with practices to develop and implement data-sharing strategies, enabling seamless data exchange with CenterWell.
  • Work with the team to design integrations and interfaces supporting data sharing and population health analytics, aligning with CenterWell's reporting requirements.
• EHR System Optimization
  • Conduct comprehensive assessments to understand current EHR system utilization and identify optimization opportunities aligned with value-based care and population health goals.
  • Collaborate with multidisciplinary teams and practice stakeholders to implement EHR solutions supporting CenterWell initiatives.
  • Perform technical discovery to understand practices' technical landscape (systems used, data locations) and explain data flow/integration scenarios.
  • Assist practices in fully leveraging their existing EHR systems (athena, eClinicalWorks, Epic, etc.) for strategic CenterWell initiatives, optimizing workflows and ensuring technology adoption for population health insights.
  • Guide practices on ACO quality compliance, including using EHR systems to meet reporting requirements.
  • Stay informed on EHR vendor system updates and their implications for population health management.
• Implementation/EHR Expertise
  • Fully manage the execution of implementation initiatives from start to handoff to Practice Engagement.
  • Lead resolution of complex technical and operational challenges.
  • Guide practices through CenterWell resource configuration, enablement, and EHR optimization scenarios.
  • Identify common approaches, such as templates or customized reports, for specific aims (e.g., Medicare Wellness Visits, Transitions of Care, Advance Care Planning).
  • Develop or identify high-quality, adult-learning-optimized educational materials to assist practice staff in utilizing EHR systems for value-based care.
  • Understand relevant EHR vendor system updates related to population health management.
  • Develop and support EHR-system-specific user groups with representatives from CenterWell’s ACO practices to identify best practices and training opportunities.
  • Serve as an in-house expert on at least 1-2 top-tier EHRs.

Key Competencies

• Project Management: Develops implementation plans, manages timelines, tracks milestones, coordinates cross-functional deliverables, and escalates risks.
• Relationship Building: Builds trust and rapport with diverse practice stakeholders, internal partners, and external vendors.
• Problem Solving: Diagnoses workflow, operational, technical, and adoption challenges and develops practical solutions.
• Change Management: Supports practice adoption by assessing readiness, communicating value, engaging stakeholders, addressing resistance, and reinforcing sustained behavior change.
• Communication: Explains complex implementation, EHR, data, and value-based care concepts clearly for varied audiences.
• Attention to Detail: Ensures accuracy in implementation planning, training, documentation, system configuration, data capture, and reporting support.
• Results Orientation: Maintains focus on measurable outcomes for practices, patients, operations, quality performance, and value-based care success.
• Adaptability and Learning Agility: Thrives in dynamic environments with evolving priorities, tools, vendors, workflows, and practice needs.

Requirements

• Bachelor’s degree required; significant relevant work experience may be accepted in lieu of educational requirements.
• 7+ years of experience working as a client-facing project lead in the healthcare industry (e.g., ambulatory practice, EHR vendor, health plan, hospital, government, management consulting) with a proven track record of creating, maintaining, and enhancing customer relationships and optimizing their EHR systems.
• 3+ years of implementation or optimization experience with top-tier ambulatory EHRs and practice management software, preferably with expertise in Epic Ambulatory, NextGen, Athena, or eClinicalWorks products.
• This position is remote within the U.S. and may include periodic travel to partner practices and/or CenterWell meetings.

Preferred Skills

• Self-motivated and open to learning new EHR platforms/workflows.
• Relevant competencies include relationship-building, organizational skills, project management, critical thinking, problem-solving, attention to detail, and effective written/verbal communication.
• Results-oriented with the ability to prioritize and manage multiple projects in a fast-paced, dynamic environment while maintaining focus on key goals.
• Ability to lead and mentor team members, fostering a collaborative and supportive work environment.
• Outstanding leadership, communication, and stakeholder management abilities.
• Passion for driving positive change in healthcare delivery and improving patient outcomes.
• Experience developing and implementing innovative solutions in complex healthcare environments.
• Proficiency with Microsoft 365 tools and experience planning/scheduling meetings.
• Development experience with PowerApps and PowerBI.

Work at Home Requirements

• Self-provided internet service must meet the following criteria: minimum download speed of 25 Mbps and upload speed of 10 Mbps; wireless, wired cable, or DSL connection suggested.
• Work from a dedicated space lacking ongoing interruptions to protect member PHI/HIPAA information.

Travel

While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Schedule

Scheduled weekly hours: 40

Pay

The pay range for this full-time (40 hours per week) position is $104,000 - $143,000 per year. This range reflects a good faith estimate of starting base pay at the time of posting and may vary based on geographic location. Individual pay will be determined based on demonstrated job-related skills, knowledge, experience, education, and certifications. This role is eligible for a bonus incentive plan based on company and/or individual performance.

Benefits

Humana offers competitive benefits supporting whole-person well-being, including:

• Medical, dental, and vision benefits.
• 401(k) retirement savings plan.
• Paid time off (including paid holidays, company holidays, parental leave, and caregiver leave).
• Short-term and long-term disability.
• Life insurance and additional opportunities.

About Us

About CenterWell Senior Primary Care: CenterWell Senior Primary Care provides proactive, preventive care to seniors, including wellness visits, physical exams, chronic condition management, screenings, and minor injury treatment. Our care model focuses on personalized experiences, addressing factors impacting patient well-being through integrated care teams (physicians, nurses, behavioral health specialists, and more) who spend up to 50% more time with patients.

About CenterWell, a Humana company: CenterWell is a leading healthcare services business creating integrated, differentiated experiences that prioritize patient well-being. As the largest provider of senior-focused primary care, a leading home healthcare provider, and a top integrated home delivery, specialty, hospice, and retail pharmacy provider, CenterWell focuses on whole health—addressing physical, emotional, and social wellness. CenterWell is part of Humana Inc. (NYSE: HUM). Learn more at CenterWell.com.