Clinical Operations Strategy Lead - Practice Implementation

Design and implement initiatives that optimize clinical operations and enhance care delivery across aligned area(s) or the organization. Work on problems of diverse scope and complexity ranging from moderate to substantial. This role reports to the National President, MSO Operations.

Play a critical role in the successful onboarding of partner practices to CenterWell's tools, ensuring EHR systems are configured and optimized to enhance patient outcomes, reduce healthcare costs, and increase operational efficiency. Collaborate with practice stakeholders and the multidisciplinary CenterWell team to facilitate EHR system optimization and implement data-sharing strategies that align with CenterWell's population health solutions and strategic ACO initiatives.

Responsibilities

• 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 staff, ensuring full alignment with implementation goals.
• Deliver clear, concise, and structured training content on complex material, making it accessible 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 while providing detailed assessment 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 support continuous refinement of the implementation model.
• Execute implementations at CenterWell's high service-level standards.
• 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, ensuring seamless data exchange with CenterWell.
• Work with the team to design integrations and interfaces that support data sharing and population health analytics, aligning data flow with CenterWell's reporting requirements.
• Conduct comprehensive assessments to understand how practices currently utilize their EHR systems and identify optimization opportunities that align with value-based care, population health, and quality.
• Collaborate with multidisciplinary teams and practice stakeholders to implement EHR solutions supporting CenterWell initiatives and population health goals.
• Perform technical discovery to understand practices' technical landscape (which systems are used, where data resides) and explain data flow/integration scenarios.
• Assist practices in fully leveraging their existing EHR systems (athena, eClinicalWorks, Epic, etc.) for strategic CenterWell initiatives, including optimizing workflows and ensuring full adoption of technology for population health insights.
• Assist practices with ACO quality compliance, providing guidance on using EHR systems to meet reporting requirements.
• Stay informed on EHR vendor system updates and the implications of these changes for population health management.
• Fully manage the execution of implementation initiatives from start to hand-off 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, that practices can use to achieve specific aims (e.g., Medicare Wellness Visits, Transitions of Care, Advance Care Planning).
• Identify existing or develop new high-quality, adult-learning-optimized educational materials to assist practice staff in understanding how best to utilize their EHR system or other third-party systems to align with value-based care principles.
• Develop and support EHR-system-specific user groups composed of 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 to keep practice onboarding on schedule.
• 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 optimization of 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 will work remotely within the US 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 developing and maintaining relationships, organizational skills, project management, critical thinking, problem-solving, attention to detail, and effective written and 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 suite of tools and planning/scheduling meetings.
• Development experience with PowerApps and PowerBI.

Work at Home Requirements

• At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable, or DSL connection is suggested.
• Work from a dedicated space lacking ongoing interruptions to protect member PHI/HIPAA information.

Schedule

Scheduled Weekly Hours: 40

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

Pay

The pay range for this role is $104,000 - $143,000 per year. This job is eligible for a bonus incentive plan based on company and/or individual performance.

Benefits

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

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