Manager, Provider Experience

Detailed Overview

Supporting the Vision and Values of Fraser Health by delivering services that are centered around patients, clients, residents, families, and healthcare workers.

Reporting to the Director, Provider Experience, the Manager, Provider Experience is a member of the Provider Experience leadership team and is accountable to provide leadership and direction in the development, coordination, and implementation of initiatives and strategies for building a quality provider experience across the organization.

development and leadership of a regional provider adoption program and team and provides oversight and coordination with other teams and programs in FHA.

The Manager leads a regional program on change management & adoption, and utilization & evaluation of informatics solutions such as electronic medical records, electronic health records, provider order management, electronic documentation, health information exchanges, virtual health and other digital health solutions used by providers across the care continuum.

This is to meet the needs related to the use of CIS (Clinical Information System) and digital health solutions. This role supports physicians and clinical programs / departments to strategize and assess needs related to digital health initiatives.

The role also leads the planning, budgeting, scheduling, recruiting, training, and performance of the provider experience team.

Responsibilities Provides leadership on the development of the strategic vision for Provider Experience across FH (Fraser Health), including the coordination of the long-term strategic plans, goals, and objectives.

Ensures a provider centric lens is advanced and supported in the design of clinical information systems and digital health solutions.

Manages the provider experience team and partners with the Associate Chief Medical Information Officers by providing strategic expertise towards developing a vision and a roadmap for provider engagement and adoption including assessing competency and developing corrective learning plans in partnership with medical leadership.

Provides advice to the Director on the strategic objectives and implementation of major projects; recommends current and future program / service adjustments;

makes timely business decisions and recommendations regarding project budgets and use of resources; ensures legal, financial, and operational activities are consistent and compatible with FH standards.

• In collaboration with the Director works to ensure programs, portfolios and related activities meet with internal and external reporting requirements;
• reviews current system applications / systems and reporting to ensure proper internal controls are in place to administer and implement approved FH standards and policies;

develops and recommends new and / or changed policies and procedures as required to meet with statutory and operational reporting requirements.

Provides leadership by reviewing, developing, and establishing standards, policies, protocols, and processes for the adoption necessary for the use of technology in practice.

Drives best practice and best outcomes for the program(s) / services by collaborating with stakeholders, based on best evidence and professional standards, meets organizational requirements, and evaluates and monitors success to ensure effective implementation of quality and system improvements.

Develops an evaluation process that includes identification of key performance indicators (KPIs), data collection, analysis, monitoring system reports, and sharing, and escalation of these as appropriate at the program / specialty level.

Uses these measures to monitor adoption and transform clinical practices. Supervises staff, establishing clear definitions of responsibility for each team member;

reviews workload assignments and adjusts resources according to workload. Selects, directs, evaluates, disciplines, and terminates staff in accordance with policies.

Establishes work expectations and evaluates performance. Acts as a mentor for the practice adoption and transformation team and provides coaching where required.

Recommends capital and operating budget plans for services within the program to the Director. Implements, manages, and assumes responsibility for approved capital and operating budgets taking corrective actions, as necessary.

Monitors expenditures and performs variance analysis and reporting. Provides oversight and supports the functions of the provider experience team to ensure data quality standards are being assessed and continuous improvements are being made to meet the standards.

This includes error correction / data integrity activities and audit processes to ensure quality data collection and system efficiency.

Collaborates on the development of relevant design standards, nomenclature, coding, decision support, quality assurance, and testing activities.

Maintains familiarity with provider experience strategies developments in the healthcare industry and participates in advising on implementation of related standards, tools, and processes.

Qualifications Graduation from a school of nursing or allied health discipline. Bachelor s Degree in Nursing or Health Sciences Profession.

Seven to ten years recent, related clinical education and leadership experience in the health care sector including experience with electronic clinical systems, leading major clinical or quality improvement initiatives in a large, complex heath care environment, or an equivalent combination of education, training, and experience.

Current practicing registration with an applicable regulatory body such as the British Columbia College of Nurses and Midwives.

COMPETENCIES : Demonstrates the leadership practices of the Fraser Health Leadership Framework of Clear, Caring and Courageous and creates the conditions for people to succeed.

Professional / Technical Capabilities : Comprehensive knowledge of provider processes, workflows, clinical services delivery, and patient / client satisfaction determinants, and of the applicable standards of practice and guidelines for providers.

Strong understanding of clinical information and data and how these are managed and operationalized within the clinical information system to create knowledge.

Possesses a solid awareness of contemporary trends in clinical practice and information systems. Proven ability to apply systems and critical thinking in a complex multi-disciplinary environment involving provider, nursing, and clinician communities.

Proven ability to create and execute plans and ensure timelines are met while working with a variety of partners. Exercises initiative, self-direction and problem-solving abilities to identity gaps and opportunities for improvement.

Uses effective facilitation, communication, and negotiation abilities to achieve consensus, resolve conflict, achieve desired outcomes, and address potential barriers to success.

Proven ability to lead project teams and organizes and direct work efforts to meet deadlines and realization project completion.

Demonstrated ability to operate related equipment and use current computer applications (MS Office, etc.) and computerized healthcare applications.

Demonstrated ability to work independently or as part of a team. Physical ability to perform the duties of the position.