Client Success Manager

DaVita Kidney Care • Ops, ND

1d • $78,000 - $119,000 • Onsite

About The Position

The Epic CSM plays an integral role in ensuring DaVita products, services, and initiatives meet objectives by leading relationship management within our physician community. This position works closely with practitioners and practices, to understand their business model, operating model, and clinical priorities, in order to optimize adoption of DaVita products and services. The expectations for the CSM include: Epic EHR application adoption, build trust and physician satisfaction, assess quality through practice communication and data synthesis and develop recommendations to improve processes and products, coach for change management and drive success for value based care programs through successful implementation and adoption of DaVita products. The CSM will collaborate with cross functional teams including business development, clinical, operations, and business leaders across DaVita. This position serves as a thought partner and key contributor for activities related to government programs and models, clinically integrated networks (CINs), independent practice associations (IPAs), and DaVita Integrated Kidney Care (IKC) programs.

Requirements

• 4-6 years of relevant experience
• Bachelor’s Degree
• Advanced proficiency in Microsoft Office Products (Excel, PPT, Word)
• At least 2 years of project management experience

Nice To Haves

• MBA
• Process improvement training (Lean Six Sigma, PDSA)
• Project Management Professional Certification (PMP)
• Change Management Certification
• Prior experience in healthcare services, practice management and/or working with payers, value based care models, and/or integrated healthcare models

Responsibilities

• Ensure excellence in implementation, training, and adoption with Nephrology Practices to DaVita Physician Solution’s CKD EHR by Epic platform (40%): Review CKD EHR by Epic product with physicians and practices to ensure a solid understanding of the value, capabilities, and functionality of the platform. Responsible for account management, ongoing training, onboarding, and supporting practices new to CKD EHR by Epic. Serves as the point person for physicians and practices post practice onboarding and implementation. Works closely with the implementation & support liaison to ensure consistency with physicians and practices. Wide latitude in promoting the platform, designing portfolios and solutions for potential clients, advising potential clients, and performing other consultative activities
• Partner with Nephrologist(s) to build trust and physician satisfaction (30%): Independently develop account strategies and build relationships with customers under minimal supervision. Responsible for managing successful relationship(s) with Nephrologists and Nephrologist’s practice staff. Substantial knowledge of the practice in order to engage meaningfully with customers; Determine product solutions based upon their technical knowledge and previous customer interactions. Serve as a trusted advisor and main point of contact for physician practice. All interactions will represent DaVita’s core values and WE CARE qualities. Provides streamlined nephrologist engagement across DaVita IKC and other value-based care programs. Provide timely follow-up to physician requests and open items related to program objectives. Ensure that all application feedback from physicians is meaningfully captured and shared with the team
• Project Management (25%): Manages all assigned projects to achieve goals and objectives. These projects will include setting dependencies, benchmarking, and keeping stakeholders informed and accountable. Leads multiple projects including, but not limited to: physician education and training, implementation and use of new products and capabilities, IT integration. Requires project tracking, milestones creation, and delivery often under tight timeframes. Uses data to inform strategy formulation for projects and defines measures of success. Uses a creative and methodical approach to solving issues that adheres to DaVita best practices and exemplifies Core Values.
• Other duties as assigned (5%).

Benefits

• Medical, dental, vision, 401(k) match, paid time off, PTO cash out
• Family resources, EAP counseling sessions, access Headspace®, backup child and elder care, maternity/paternity leave and more
• Professional development programs
• on-demand virtual leadership and development courses through DaVita’s online training platform StarLearning

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level