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Implementation Specialist Job Description
Background
The Jefferson Health Information Exchange (JHIE) is a non-profit Oregon corporation formed to help
providers electronically communicate with one another to better care for their patients.
Established in 2012, JHIE’s purpose is to facilitate patient-centered care through a communitydriven and clinician led collaboration. JHIE promotes better health and provides value through
secure and trusted information sharing among hospitals, physicians, clinics, behavioral health
providers, dentists and Coordinated Care Organizations (CCOs). An exciting career opportunity
exists for a motivated individual looking to work in a dynamic, fast-paced environment and make a
difference in the delivery of health care.
Position Description
The Implementation Specialist (IS) is the face of JHIE. The IS is responsible for recruitment,
enrollment, scheduling, technical training, and post-training follow up for JHIE users, which are
health care providers and their staff. The IS will work with JHIE users to recommend strategies to
efficiently use JHIE services. All provider enrollment and training activities must be accurately
tracked and reported upon using customer relations management software. The IS provides
customer service to JHIE users, assists them with identifying and resolving issues and escalates
issues as needed.
Duties and Responsibilities:

Identify and recruit health care providers, practices and/or clinics to participate in JHIE

Manage the enrollment, set-up and user trainings for new health care practices/clinics

Work collaboratively with practice/clinic staff to assess office workflow and recommend
strategies to most efficiently integrate the JHIE applications

Provide timely follow-up to user inquiries and requests for technical assistance

Escalate issues to the appropriate JHIE technical staff (help desk) and manage
communication with clients until resolution is reached

Educate users about privacy and security requirements for using JHIE

Strategically use and maintain a customer relations management database to track user
contact and participation goals

Assist in the development of marketing strategies to promote JHIE, including partnering
with key stakeholder organizations and representing JHIE at outreach events

Conduct all JHIE business with the highest levels of customer service and professionalism

Participate on cross-functional teams to achieve JHIE customer service goals

Report enrollment data to JHIE leadership on a regular and ad-hoc basis

Coordinate user group meetings to facilitate communication with and among JHIE users

Attend JHIE meetings as requested

This position requires frequent local travel as well as some overnight travel. Personal
transportation must be available and reliable.
1175 East Main Street, Suite 1-A, Medford, OR 97504
Phone: (855) 290–JHIE (5443) * Email: [email protected] * Website: http://jhie.org
Mandatory Qualifications:

Minimum 4 years experience working in a health care delivery environment, provider
relations, training, health care sales/marketing or related field

Proficient computer skills, with knowledge of Microsoft Office Professional, Internet
Explorer, and Windows Operating System

Detail oriented with strong organizational skills and ability to document user
communication and progress

Ability to develop strong client relationships with a “customer comes first” approach

Ability to assess complex situations and develop creative solutions to overcome barriers

Excellent communication skills, interpersonal skills and a desire to be part of a multidisciplinary, diverse and dynamic team

High degree of professionalism, and personal qualities of integrity, credibility and a
commitment to the JHIE mission
Preferred Qualifications:
 AA/BA/BS degree in a health care or business administration related field is preferred, but
not required

Experience training or providing staff education

Experience with health information technology and/or clinical workflow
JHIE General Requirements

Business/professional appearance and attire is required for public functions, in person
communication activities and business meetings

Proven success at prioritizing tasks and meeting project deadlines

Self-motivated with the ability to work independently, manage time and achieve results

Ability to work successfully in a team environment to ensure effective working relations
exist within all areas of JHIE

Willingness to learn and follow all JHIE policies, procedures and associated laws

Willingness and ability to maintain regular attendance and normally scheduled hours and to
be flexible for working off-scheduled hours as needed

Ability to effectively communicate, in person, via phone or electronically in a professional
error free business manner
To Apply
A competitive salary and benefits package is offered. Submit a cover letter and resume to JHIE at
[email protected]. Background and reference checks are a prerequisite of employment. Call JHIE at
(855) 290-5443 with any questions. Visit www.jhie.org for more information.
1175 East Main Street, Suite 1-A, Medford, OR 97504
Phone: (855) 290–JHIE (5443) * Email: [email protected] * Website: http://jhie.org