Incident management lead – federal healthcare

Huron helps its clients drive growth, enhance performance and sustain leadership in the markets they serve. We help healthcare organizations build innovation capabilities and accelerate key growth initiatives, enabling organizations to own the future, instead of being disrupted by it. Together, we empower clients to create sustainable growth, optimize internal processes and deliver better consumer outcomes.

Health systems, hospitals and medical clinics are under immense pressure to improve clinical outcomes and reduce the cost of providing patient care. Investing in new partnerships, clinical services and technology is not enough to create meaningful and substantive change. To succeed long-term, healthcare organizations must empower leaders, clinicians, employees, affiliates and communities to build cultures that foster innovation to achieve the best outcomes for patients.

Joining the Huron team means you’ll help our clients evolve and adapt to the rapidly changing healthcare environment and optimize existing business operations, improve clinical outcomes, create a more consumer-centric healthcare experience, and drive physician, patient and employee engagement across the enterprise.

Join our team as the expert you are now and create your future.

As an Incident Watch Officer, you will play a pivotal role in supporting the Client. Your primary responsibility will be to oversee operational activities related to incident management, ensuring seamless tracking, reporting, and resolution of issues. You will leverage advanced tools such as ServiceNow and PowerBI to create customized reports and dashboards tailored for executive-level stakeholders. In this role, you will collaborate with multiple stakeholder groups to monitor, update, and report on existing tickets, while also preparing regular updates and briefings for senior management. Your ability to facilitate data gathering and lead issue/incident update meetings with Client representatives, contractors and Oracle will be critical to ensuring timely and accurate communication across all parties.

To excel in this position, you will need to demonstrate proficiency in rapidly and accurately assessing the functional & clinical impact of incidents as they are occurring and be able to concisely articulate these impacts in communication with local VA clinical and operations leadership. You will be expected to understand the functional revenue cycle and clinical workflows that are enabled by the Oracle Health EHR. You will be responsible for supporting the development and documentation of processes and standards, ensuring their consistent application across all assigned projects. Additionally, you will coordinate with stakeholders to ensure compliance with established processes and perform quality control reviews of incident data repositories. Identifying risk areas and escalating issues for resolution will also be a key part of your responsibilities, requiring a proactive and detail-oriented approach to problem-solving.

This role is integral to the implementation and sustainment of an electronic medical record system for a large federation, with a focus on live site deployment and ongoing support. While the work is based in Washington, DC, much of it can be performed virtually, offering in your day-to-day operations. Your ability to collaborate with executive leadership and multiple stakeholder groups, coupled with your expertise in incident management and operational support, will be essential to driving the success of this critical modernization initiative.

Here is what you need:

• Support the Client for operational activities, including, but not limited to incident management tracking, briefing development, and maintenance/verification of dashboards.
• Leverage technical out-of-the-box solutions (e.g., ServiceNow, PowerBI, etc.) to customize reports and dashboards for executive clients.
• Collaborate with multiple stakeholder groups to provide operational support to monitor, update, and report on existing tickets.
• Prepare regular updates and communications to/for senior management on key activities.
• Collaborate with multiple stakeholder groups (including executive leadership) to ensure timely and accurate reporting.
• Facilitate data gathering and issue/incident update meetings with Client, other contractors and team, and Oracle.
• Support the development and documentation of processes and standards and apply them to all assigned product/projects.
• Coordinate with stakeholders to ensure compliance with processes.
• Organize, review, and perform quality control of incident data repositories.
• Identify risk areas and escalate activities for resolution.

Bonus if you have:

• Experience with electronic medical record implementation & support for a large federation, especially with Revenue Cycle, Ambulatory & Inpatient workflows.
• Familiarity with ServiceNow, PowerBI, or similar tools for reporting and dashboard customization.
• Knowledge of incident management processes and tools.
• Experience working with federal agencies or large-scale system deployments.

Education:

• Bachelor's Degree

Other Preferred Skills:

• ITSM escalation workflows; major incident comms; ServiceNow triage; outage recovery; role-specific focus: Operations workflows

Requirements:

• Strong communication skills with the ability to work across technical, clinical and operational project teams while managing multiple tasks independently, learn and execute without continuous direction
• Previous Federal consulting or experience working within the DoD, Veteran’s Health Administration (VHA) or Military Hospital System (MHS)
• The ability to travel is an essential function of this role and may vary based on client, enterprise or project needs, with up to 25% travel to client sites nationwide
• Must be a United States Citizen
• Candidates must comply with applicable client requirements, such as immunization and occupational health mandates

The estimated base salary range for this job will vary based on multiple factors, including but not limited to specific skills or certifications, years of experience, market changes, and required travel. The job is also eligible to participate in Huron’s benefit plans which include medical, dental and vision coverage and other wellness programs. The rate range information provided is in accordance with applicable state and local laws regarding salary transparency that are currently in effect and may be implemented in the future.

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