Provider Engagement Specialist (CST)

Work Area: 
CST Site Imple PHC Ho Specific
Base Site: 
Hornby Street
Temporary Full Time
End Date: 
Feb 21, 2020
Job Category: 
Management/Non Union


Within the context of a client and family centred model of care and, in accordance with the Mission, Vision and Values, and strategic directions of Providence Health Care, the person promotes a safe, respectful, and civil working environment for patients, residents, families, visitors and staff.

Reporting operationally to the Project Manager, PHC CST Project and functionally to the Provider Engagement Lead, the Provider Engagement Specialist supports PHC’s Provider Engagement and Adoption Leadership in carrying out the provider engagement strategy by developing, implementing, and evaluating the Engagement and Learning Activity plans to prepare over 1,100 Providers (i.e. Physicians, Nurse Practitioners, and Midwives) in the organization for the implementation of the Cerner system. This position is also responsible for ensuring effective integration of Engagement and Learning Activities with other PHC implementation workstreams and with the CST Project and other Health Employers by consulting and working with key partners to align plans and activities for optimum readiness. Establishes and maintains consultative and supportive relationships with Provider Champions and Division Heads to facilitate effective communications and change management critical to the success of the adoption of the Cerner system at PHC. This position serves as a mentor and role model and provides work direction to staff assigned to coordinate and schedule provider engagement and learning activities.


Demonstrated understanding of the organization, project teams, and various worksteams.

Strong interpersonal skills with demonstrated ability to develop and manage effective client relationships, promote cooperation, and contribute to an atmosphere of trust and mutual respect.

Demonstrated skills to effectively communicate both orally and in writing including the ability to communicate a sense of urgency within a fast-paced health care environment.

Demonstrated ability to function as an effective team member, facilitator, and mentor.

Demonstrated ability to organize, prioritize, and support activities critical to the success of the project.

Demonstrated ability to pre-emptively identify and resolve issues or problems and to recognize when to escalate.

Demonstrated aptitude to understand and relay technical information to others.

Ability to operate related equipment including computer software applications such as Microsoft Office applications such as MS Word, Excel, and PowerPoint.

Physical ability to perform the duties of the position.


Bachelor’s Degree in Business Administration or related discipline such as communications, marketing, or health information, plus five (5) years’ recent related health care experience including engagement experience working with physicians and other health care providers through large-scale change, or an equivalent combination of education, training and experience.

Project experience related to the implementation of a clinical information system is preferred.


Develops Provider Engagement and Learning Activity plans based on the provider engagement strategy. Liaises with PHC CST Project Managers to understand and stay informed of key milestones in other workstreams and to integrate engagement and learning plans with the overall implementation in mind. Coordinates with representatives of the CST Project and Engagement and Learning teams at VCH and PHSA where necessary.

Implements the Provider Engagement Plan ensuring all activities and engagements are scheduled and appropriately staffed and resourced.

Works in collaboration with Provider Champions and Division Heads to ensure Providers are participating in the learning activities identified to ready them for the implementation of Cerner. Coordinates with other workstreams and schedulers based on project activity interdependencies to ensure providers are scheduled and registered at the appropriate time for courses within their assigned learning tracks.

Oversees the monitoring and tracking of activities and attendance to identify gaps in engagement and lags in learning. Develops, maintains, and upgrades statistical reporting systems to ensure required data is effectively gathered and disseminated.

Prepares and analyzes engagement and learning data and metrics such as completion of activities, identifies patterns and trends, and develops reports that inform the Go-No Go Readiness decision. Engages with Provider Champions and other project workstreams to investigate and resolve delays in learning or lack of engagement. Shares findings and strategizes with the Provider Engagement Lead and the Senior Medical Director to make recommendations to correct course and remedy gaps and lags.

Acts as a mentor and role model and provides work direction to assigned staff involved in coordinating and scheduling engagement and learning activities to ensure the team is working towards the achievement of project goals.

Prepares biweekly and adhoc reports on activities and coordinates with the PHC CST team and the CST project to ensure important information is identified and shared with the relevant project teams and workstreams.

Identifies process inefficiencies and opportunities for improvement by providing a feedback loop regarding data on engagement and learning activities and facilitating the timely exchange of this information. Recommends and implements measures to increase and improve engagement.

Works with the Provider Engagement Lead, the CST Design Teams, and the Chief Medical Information Officer to coordinate participation of Physician Subject Matter Experts for design and validation activities.

Serves as link to the PHC and other Change Management teams involved in the CST Project to ensure the coordination of a high touch approach for the Provider group. Highlights problems and proposes measures to resolve common issues.

Assists in the execution of the Communications Plan. Prepares and coordinates engagement and learning communications to Providers on behalf of the Senior Medical Director. Serves as a communications connection between Providers and the PHC and CST Project team. Stays well-informed on the progress and other aspects of the CST Project in order to be an effective engagement agent between the Project and Providers.

May participate in Medical Department Rounds as a consultant to the Provider Engagement Lead and the Senior Medical Director (CST/ACMIO) and to facilitate discussions regarding the adoption of Cerner.

Coordinates with Medical Affairs, the CST Project, and other funding sources regarding physician remuneration for engagement, learning, and other activities. Serves as the liaison between the PHC CST Project, Providers, and others with regards to financial issues related to engagement and learning.

Keeps abreast of privacy and confidentiality policies and practices and data protection measures to ensure proper management of the physician information.

Performs all other duties as assigned.