Exchange Partner Management Business Analyst

Founded in 2003, IT Concepts’ core values – customer-centricity, teamwork, driven to deliver, innovation, and integrity – ensure we work together to be the best, realize objectives, and make a positive impact in our communities. We intentionally created and sustain our ITC culture that embraces change, experimentation, continuous learning, and improvement. We bring our design thinking problem solving approach that challenges assumptions, prioritizes curiosity, and invites complexity to deliver innovative, efficient, and effective solutions. As we continue to grow in the support of our government customers, we are looking for driven and innovative individuals to join our team.

As an Exchange Partner Management Business Analyst supporting the Department of Veterans Affairs (VA), you will provide support to the Veterans Health Information Exchange (VHIE) Exchange Partner Management (EPM) team. The EPM team serves as the main point of contact when interfacing with partner stakeholders within VA Exchange, including participating external providers, health information exchanges (HIEs), and networks, to sustain and improve query-based VA health information exchange.

This role includes acting as an advocate for internal and external stakeholders, working with technical SMEs to troubleshoot issues, partner education and communication, proactive monitoring and analysis of partner statistics, handling partner complaints and issues, to improve the overall experience with query-based health information exchange. Partners are participating external providers who seek to participate in query-based health information exchange of Veteran health data over the Joint HIE System by leveraging networks such as eHealth Exchange, CommonWell Health Alliance, Carequality, and any other vehicles VA utilizes to electronically exchange health information, to include a Qualified Health Information Network (QHIN) as part of a Trusted Health Framework and Common Agreement (TEFCA) addition.

Candidate must be skilled in effective written and verbal communication, networking, troubleshooting issues, meeting facilitation, training, reporting and analytics tools.  

As an Exchange Partner Management Business Analyst, you will: 

• Address community partner inquiries, and serve as liaison between partner and technical teams to troubleshoot production issues
• Coordinate analysis and troubleshooting, including drafting correction requirements, with the technical teams, when issues are identified, requiring development for resolution found
• Schedule and facilitate partner meetings, including establishing agendas, providing meeting minutes, consistent tracking and following up on action items and general relationship management
• Create and edit all communication artifacts, templates, and standard operating procedures (SOPs) to include instructional materials for other VHIE EPM team members, and VHIE staff as they relate to Exchange partners and networks
• Notify participating external provider points of contact (POCs) of system-wide query-based exchange technical issues and system outages via alert, email as needed
• Ability to submit incident tickets, navigate and leverage the capabilities with the VA ServiceNow ticketing system
• Maintain partner and provider profiles with participating external providers and HIEs, including updates and key highlights about partner connection
• Collaborate and participate in meetings with VA Direct National Team members, VHIE Engagement Coordinators , and other VHIE section members
• Work with other VHIE  sections to recommend and implement improvements to processes related to partner query-based exchange, including relevant user acceptance testing as needed
• Provide bi-weekly status reporting to include status, risks, and issues, and proposed response plans
• Produce partner metrics, presentations, or other analysis as needed
• Ensure sustainment deliverables are maintained and delivered with completeness and accuracy; per the deliverable calendar and quality standards
• General client relationship management  and client account management activities (e.g., organizing training sessions, facilitate meetings, document detailed meeting minutes in a timely manner, and monitor action items through resolution, SOP development, etc.).

The position requires oral and presentation experience and people skills to interface with the participating external providers, HIEs, and VHIE Program Office team members.

Requirements

• Bachelor’s degree required or minimum of two years’ experience in health information exchange, understanding of interoperability and electronic health records

• Demonstrated business system analyst experience that includes interfacing with customers and client relationship management
• Skilled in Microsoft Suit