Engagement and Product Support Coordinator

Founded in 2003, IT Concepts’ core values – customer-centricity, teamwork, drive to deliver, innovation, and integrity – ensure we work together to be the best, realize objectives, and positively impact 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 practical 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.

IT Concepts Inc. (ITC) seeks an Engagement and Product Support Coordinator to support ITC and our VA customers. VHIE Engagement and Product Support Coordinator endorses the adoption of VHIE products at 18 Veterans Integrated Service Networks (VISNs) and 160+ VAMCs and associated community-based Outpatient Clinics (CBOCs) nationwide by providing education, training, and support for the VHIE approved HIE technologies used by the Department of Veterans Affairs (VA) for sharing patient health data, including but not limited to, the VA/DoD Joint Health Information Exchange, VA Direct Messaging, Joint Longitudinal Viewer (JLV), the Federal Electronic Health Record and the VHIE Portal. Provides product support to assist VA Staff in troubleshooting, reporting, and tracking software and data issues for VHIE products/tools.

Veterans Health Information Exchange (VHIE) products are used by healthcare providers to seamlessly and securely access the information they need to coordinate Veteran Patient care. Electronic health information exchanges (HIEs) connect health care providers, care facilities, pharmacies, and labs to ensure care teams have the most up-to-date and accurate information to treat patients better. VHIE’s secure exchange system eliminates the need to mail paper medical records or carry your paper records to appointments with federal health care providers and/or participating external providers.

Responsibilities:

• VHIE Engagement: 

• Support the development of standardized training material to deliver education on the benefits of VHIE in support of VHIE-related products for all HIE applications
• Engage medical center leadership and train VA healthcare providers (e.g., physicians, nurses, social workers, and other caregivers) and support staff
• Serve as the VHIE point of contact at the VA Medical Centers (VAMC), interfacing with VA staff and clinicians
• Interface with community care providers interested in implementing Veteran health information exchange technologies in their community
• Develop or support the development of tactical training plans inclusive of community needs assessment, adoption goals, Objectives, Key Results (OKRs), milestones, training, and communication plans
• Develop and maintain a Stakeholder POC List inclusive of VAMC and Non-VA Community Partner Organizations
• Guide VAMC Leadership/staff and affiliated CBOC and long-term care facilities on the policy and processes for health information exchange with community partner organizations, including identifying locally available community partner exchange candidate organizations.
• Collect and report identified VHIE-related product issues on behalf of contractor or VAMC staff concerns
• Collect and report identified data quality concerns to VHIE Program business teams for remediation
• Ensure program-developed deliverables are maintained and delivered with completeness and accuracy; per the deliverable calendar and quality standards
• Participate in the development and delivery of monthly, quarterly, and annual status reporting to VHIE leadership per the deliverable calendar
• Perform general client account management activities (e.g., organize training sessions, facilitate meetings, document detailed meeting minutes in a timely manner, participate in conference calls, monitor action items through resolution, SOP development, etc.)
• Serve as POC for VA staff and community partners during new implementations, production validation, and ongoing sustainment
• Work collaboratively with other VHIE program sections such as Partner Management, VA Direct, Analytics, Communications and Solutions Management
• Ability to travel to conduct site visits and execute training programs; develop training and execution plans.

• VHIE Product Support:

• Serve as the VHIE Engagement team point of contact for the VA Medical Centers (VAMC), interfacing with VA staff
• Serve as the VHIE POC for assisting VA staff in troubleshooting, reporting, and tracking software and data issues for VHIE products
• Interface with exchange partner management who support the community care providers when troubleshooting issues affecting VA and non-VA providers
• Work collaboratively with the VHIE Coordinator Team Lead, VHIE Engagement Product Support Analyst, Joint HIE Technical Team (Oracle), and other VHIE program sections such as Partner Management, VA Direct, Analytics, Communications and Solutions Management
• Validate and resolve or escalate reported issues within 5 business days
• Immediately escalate significant issues to VHIE Program Staff following internal VA and vendor escalation processes
• Manage a shared mailbox for receipt and tracking of issues and establish a system of prioritization and escalation
• Participate in the development and delivery of monthly, quarterly, and annual status reporting to VHIE leadership per the deliverable calendar

• Bachelor’s degree required or a minimum of 3 years experience in a health information exchange or in a clinical environment
• Demonstrated education experience, which includes material development and training to diverse audiences from all levels of an organization
• Proven track record in customer and client relationship development and management
• Skilled in Microsoft Suite of Tools (Teams, Excel, Word, PowerPoint, SharePoint)
• Excellent verbal and written communication skills
• Strong attention to detail and workplace organization
• Must be a self-starter; able to work effectively with limited oversight
• Value teamwork, demonstrate integrity and honesty, are passionate, innovative, and strive for excellence 
• Able to travel to VA medical centers and VHIE-related events

Preferred skills:

• Experience working directly with Department of Veterans Affairs stakeholders or healthcare providers 
• Experience with VA Medical Centers, CBOCs, Oracle Health-developed products

Clearance:

• Must be willing and able to obtain a Public Trust Clearance

The Company

We believe in generating success collaboratively, enabling long-term mission success, and building trust for the next challenge. With you as our partner, let’s solve challenges, think innovatively, and maximize impact. As a valued member of our team, you have the unique opportunity to work in a diverse range of technology and business career paths, all while supporting our nation and delivering innovative technology solutions. We are a close community of experts who pride ourselves on creating an environment defined by teamwork, dedication, and excellence.

We hold three ISO certifications (27001:2013, 20000-1:2011, 9001:2015) and two CMMI ML 3 ratings (DEV and SVC).

Industry Recognition

Growth | Inc 5000’s Fastest Growing Private Companies, DC Metro List Fastest Growing; Washington Business Journal: Fastest Growing Companies, Top Performing Small Technology Companies in Greater D.C.

Culture | Northern Virginia Technology Council Tech 100 Honoree; Virginia Best Place to Work; Washington Business Journal: Best Places to Work, Corporate Diversity Index Winner – Mid-Size Companies, Companies Owned by People of Color; Department of Labor’s HireVets for our work helping veterans transition; SECAF Award of Excellence finalist; Victory Military Friendly Brand; Virginia Values Veterans (V3); Cystic Fibrosis Foundation Corporate Breath Award

Benefits

We offer a competitive benefits package that includes paid time off, healthcare benefits, supplemental benefits, 401k including an employer match, discount perks, rewards, and more. 

We invest in our employees – Every employee is eligible for education reimbursement for certifications, degrees, or professional development.  Reimbursement amounts may fluctuate due to IRS limitations. We want you to grow as an expert and a leader and offer flexibility for you to take a course, complete a certification, or engage in other professional growth and networking. We are committed to supporting your curiosity and sustaining a culture that prioritizes a commitment to continuous professional development. 

We work hard, we play hard. ITC is committed to incorporating fun into every day. We dedicate funds for activities – virtual and in-person – e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations. In alignment with our commitment to our communities, we also host and attend charity galas/events. We appreciate your commitment to building a positive workspace for you to be creative, innovative, and happy.

AAEO & VEVRAA

ITC is an Affirmative Action/Equal Opportunity employer and a VEVRAA (Vietnam Era Veterans' Readjustment Assistance Act) Federal Contractor. As such, any personnel decisions (hire, promotion, job status, etc.) on applicants and employees are based on merit, qualifications, competence, and business needs, not on race, color, citizenship status, national origin, ancestry, sexual orientation, gender identity, age, religion, creed, physical or mental disability, pregnancy, childbirth or related medical condition, genetic information of the employee or family member of the employee, marital status, veteran status, political affiliation, or any other factor protected by federal, state or local law.

ITC is strongly committed to compliance with VEVRAA and other applicable federal, state, and local laws governing equal employment opportunity. We have developed comprehensive policies and procedures to ensure our hiring practices align with these requirements.

As part of our VEVRAA compliance efforts, ITC has established an affirmative action plan outlining our commitment to recruiting, hiring, and advancing protected veterans. This plan is regularly reviewed and updated to ensure its effectiveness.

We encourage protected veterans to self-identify during the application process. This information is strictly confidential and will only be used for reporting and compliance purposes as required by law. Providing this information is voluntary and will not impact your employment eligibility.

Our commitment to equal employment opportunity extends beyond legal compliance. We are dedicated to fostering an inclusive workplace where all employees, including protected veterans, are treated with dignity, respect, and fairness.

How to Apply

To apply to IT Concept Positions- Please click on the: “Apply for this Job” button at the bottom of this Job Description or the button at the top: “Application.”  Please upload your resume and complete all the application steps. You must submit the application for IT Concepts to be considered for a position.  If you need alternative application methods, please email careers@useitc.com and request assistance.  

Accommodations

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. If you need to discuss reasonable accommodations, please email careers@useitc.com.