The Relationship Manager Lead serves as the primary liaison between the HCMACS (Health Care Management and Coordination System) Program and participating providers, acting as their advocate and ensuring their needs are met throughout the life of the HCMACS Enterprise electronic health record (EHR) implementation. This role is pivotal in establishing trust and maintaining strong relationships between the program and its provider partners, including Federally Qualified Health Centers (FQHCs), Tribal Health Providers, Behavioral Health Providers, and other healthcare facilities. The Relationship Manager Lead/CSM oversees the full lifecycle of provider engagement—from initial onboarding coordination to ongoing support post-implementation—while addressing operational, clinical, and administrative concerns. This role requires exceptional interpersonal, communication, and organizational skills to build long-term partnerships and promote provider satisfaction. The ideal candidate will have deep experience in healthcare provider relationship management, extensive knowledge of EHR implementations, and the ability to advocate for provider needs while ensuring alignment with HCMACS program goals. 

This position performs all duties and responsibilities in accordance with the Mission, Vision, and Core Values of Cayuse.

• Act as the primary point of contact for providers throughout all phases of the HCMACS program lifecycle, ensuring open communication, transparency, and trust in the relationship.
• Advocate for the unique needs, concerns, and priorities of providers, ensuring that these are addressed by the HCMACS program and integration teams effectively.
• Ensure all providers clearly understand their roles and requirements in the HCMACS implementation and ongoing operations.
• Develop and implement strategies for maintaining and enhancing provider relationships to maximize engagement and program success.
• Lead a team of relationship managers responsible for individualized provider relationships, ensuring that all stakeholders receive targeted, responsive, and timely support.
• Support providers in navigating challenges related to program timelines, configuration, go-live, and logistical coordination.
• Collaborate with providers to understand custom operational and workflow needs, as well as any technical or clinical challenges facing them during onboarding and adoption of the HCMACS Enterprise EHR system.
• Work closely with onboarding teams, clinical leads, and technical staff to ensure alignment between provider requirements and the delivered solutions.
• Provide ongoing post-go-live relationship management to maintain satisfaction, address emerging issues, and strengthen provider partnerships.
• Represent providers in governance and advisory boards, ensuring their voices and feedback are integrated into programmatic discussions and decision-making processes.
• Implement mechanisms to collect, analyze, and report on provider satisfaction metrics, identifying trends to improve program offerings.
• Prepare and deliver regular reports to HCMACS leadership on provider engagement outcomes, program participation challenges, and proposed updates or enhancements.
• Collaborate with the Provider Identification Lead and Onboarding Lead to recruit additional providers, expand program participation, and ensure smooth transitions from recruitment to active implementation.
• Assist in executing outreach campaigns and identify key opportunities to engage providers who may benefit from the HCMACS program.
• Other duties as assigned.

• Bachelor’s Degree in Healthcare Administration, Business Administration, Public Health, or a related field is required.
• Professional credentials demonstrating expertise in healthcare engagement, sales, or EHR implementation are highly desirable.
• 3-5 years of demonstrated experience with Epic Community Connect program, including their features and functionalities.
• 10 years of healthcare experience.
• Significant experience working with diverse healthcare providers, including FQHCs, Tribal Health Providers, behavioral health organizations, and critical access hospitals, is required.
• Deep understanding of EHR system implementations—preferably Epic systems—including system configuration, workflow integration, and maintenance support issues.
• Proven ability to build meaningful relationships with providers and support them during complex transitions to health IT ecosystems.
• Three or more years of experience leading and mentoring teams in provider relationship management or client-facing roles.
• Ability to effectively direct cross-functional teams and ensure seamless collaboration with onboarding, clinical, and technical leads.
• Familiarity with the unique operational and regulatory requirements of safety-net providers, behavioral health providers, and other public-sector healthcare organizations.
• Strong understanding of healthcare compliance standards such as HIPAA (Health Insurance Portability and Accountability Act), and relevant EHR interoperability requirements.
• Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.

Minimum Skills:

• Proven ability to multitask and prioritize in a fast past environment with changing priorities; adaptable to change and a quick learner.
• Must be self-motivated and able to work well independently as well as on a multi-functional team.
• Proficient in MS Office, Word, Outlook, PowerPoint, and Excel.
• Strong interpersonal and relationship-building skills, with the ability to work closely with providers in various settings to instill trust and confidence.
• Excellent verbal and written communication skills, with demonstrated ability to create and deliver presentations to diverse audiences, including clinicians, executives, and IT specialists.
• Exceptional problem-solving abilities to mediate issues between providers, program staff, and technical teams, ensuring resolution in a timely and effective manner.
• Proven capacity to articulate provider challenges and advocate persuasively for solutions that align with program requirements.
• Strong project management skills, including the ability to track multiple relationships, prioritize competing demands, and manage tight timelines effectively.
• Ability to analyze provider-specific feedback and trends to develop targeted strategies and program improvements.
• Familiarity with EHR platforms, especially Epic’s implementation and maintenance ecosystems, as well as provider-facing IT systems such as patient portals or engagement tools.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice.

Cayuse is an Equal Opportunity Employer.  All employment decisions are based on merit, qualifications, skills, and abilities. All qualified applicants will receive consideration for employment in accordance with any applicable federal, state, or local law.