Connect Success Rep - IS Project Management

Kettering Health Network • Miamisburg, OH

1d

About The Position

Responsibilities & Requirements Job Requirements: Associate degree or equivalent combination of education, certification, and experience 3+ years of experience working in a healthcare environment, preferably in a hospital system setting 2+ years of experience as a user of the Epic EMR 2+ years in a service-related role, requiring routine customer/patient interaction[Ohio, United States] Other Epic Customer Success training within 1 year of hire Strong communication and interpersonal skills Knowledge of healthcare workflows and processes Certifications related to Epic EMR implementation or support preferred but not required Ability to build and maintain positive relationships with clients Excellent problem-solving and analytical skills Proficiency in using technology and software applications Knowledge of how to leverage data analytics and reporting tools Presentation skills, necessary for client reviews Job Responsibilities: Develop and maintain strong relationships with key stakeholders within client organizations, including IT leadership, clinical staff, and end-users. Understand customer goals and priorities through both virtual and on-site interactions Develop and implement plans to achieve customer goals with Epic Serve as the primary point of contact for clients throughout the implementation and adoption process. Hold performance reviews with clients Proactively communicate with end-users and address their needs Monitor customer satisfaction and identify areas for improvement Maintain coverage of up to Connect 20 practices or 75 total providers Customer Satisfaction: Customer Satisfaction Survey scores Ticket resolution time Adoption and Usage: MyChart adoption rate Contract renewal rate Feature usage metrics Project Success: On-time project delivery Project budget adherence Customer satisfaction with project outcomes

Requirements

• Associate degree or equivalent combination of education, certification, and experience
• 3+ years of experience working in a healthcare environment, preferably in a hospital system setting
• 2+ years of experience as a user of the Epic EMR
• 2+ years in a service-related role, requiring routine customer/patient interaction
• Epic Customer Success training within 1 year of hire
• Strong communication and interpersonal skills
• Knowledge of healthcare workflows and processes
• Ability to build and maintain positive relationships with clients
• Excellent problem-solving and analytical skills
• Proficiency in using technology and software applications
• Knowledge of how to leverage data analytics and reporting tools
• Presentation skills, necessary for client reviews

Nice To Haves

• Certifications related to Epic EMR implementation or support preferred but not required

Responsibilities

• Develop and maintain strong relationships with key stakeholders within client organizations, including IT leadership, clinical staff, and end-users.
• Understand customer goals and priorities through both virtual and on-site interactions
• Develop and implement plans to achieve customer goals with Epic
• Serve as the primary point of contact for clients throughout the implementation and adoption process.
• Hold performance reviews with clients
• Proactively communicate with end-users and address their needs
• Monitor customer satisfaction and identify areas for improvement
• Maintain coverage of up to Connect 20 practices or 75 total providers

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees