Registration and Customer Relations Specialist



Institute for Healthcare ImprovementPosition SummaryProject ManagerThe Institute for Healthcare Improvement () is an independent not-for-profit organization that works with health care providers and leaders throughout the world to achieve safe and effective health care. IHI focuses on motivating and building the will for change, identifying and testing new models of care in partnership with both patients and health care professionals, and ensuring the broadest possible adoption of best practices and effective innovations. Based in Cambridge, Massachusetts, IHI mobilizes teams, organizations, and increasingly nations, through its staff of more than 100 people and partnerships with hundreds of faculty around the world.As an integral IHI team member, the project manager will be responsible for the day-to-day interaction and management of all activities within the Beacon Community Cooperative Agreement Program Federal contract and the ARRA NRC D2 HITECH – Knowledge Sharing Network Project. The Beacon Community Cooperative Agreement Program provides funding to 17 selected communities throughout the United States that have already made inroads in the development of electronic health record adoption. The Beacon Program will support these communities to build and strengthen their health information technology infrastructure and health care information exchange capabilities. In the ARRA Knowledge Sharing project, IHI is providing support in the design and implementation of a knowledge sharing network to support primary care practices and hospitals in meaningful use of electronic medical records. IHI is also engaged in the monthly gathering of data and evaluation around this project, and reporting back to the funder.Position Responsibilities: Manage and design program timelines and activities, including meetings, teleconferences, web seminarsEnsure project deliverables are met by project team and are consistent with IHI’s quality standards. For the ARRA project, this includes driving the completion of the monthly evaluation report and associated documents, in coordination with both IHI and partner organization team membersManage the administration of federal contracts, including monthly and quarterly reporting of time and deliverables, and invoicingWith faculty and other project staff, design and revise content offerings and supporting materialsEstablish and manage project budget and provide reports to IHI managementAct as key liaison/communication link between project team (directors, faculty, improvement advisors, IHI staff), IHI Management, and customers Develop and foster relationships with main points of contact and team members at member hospitals/health systems and proactively manage these relationshipsIdentify content and articles for use within projects and Maintain project ExtranetAct as “steward of improvement” using established processes and continuously improving standard work procedures within IHIEnsure that all accreditation requirements are being met (if applicable)Schedule and lead all Project Team progress meetings, pulling in specialists (Customer Service, Finance, IT, etc.) as necessaryProviding thorough and courteous customer service over the phone and in personManage faculty contracting when appropriatePosition Knowledge, Skills and Abilities:Strong project management skills, including being detail-focused and managing towards aggressive timelinesExperience in managing large federal grants and/or contractsAbility to think strategically – process level thinking, ability to optimize system and resources, think ahead to next stepsAbility to meet programmatic goals (financial, customer satisfaction, innovation and patient outcomes) Effective decision-making skillsExcellent communication skills (both interpersonal and written) Presentation skillsAbility to work independently and manage self towards goals, while being a genuine "team player" Ability to build, lead, and motivate effective teamsStrong negotiation and conflict management skillsAbility to organize, meet deadlines, delegate appropriatelyWillingness to undertake tasks at all levels when necessaryKnowledge of improvement methodology and implementationAbility to work in a fast paced environmentPosition Qualifications:Bachelor's degree requiredThree to five years previous work experience in a professional environment requiredPrior project management experience preferred Proficiency with Microsoft Word, PowerPoint, and Excel, required; familiarity with pivot tables a plus. Experience or knowledge of health care preferred.Please send a cover letter and resume to employment@ (preferably in MS Word format) or to:Institute for Healthcare ImprovementAttn: VP of Human Resources 20 University Road, 7th Floor Cambridge, MA 02138 ................
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