Connect Success Rep - IS Project Management Office

Kettering Health • Miamisburg, OH

10d • Onsite

About The Position

The Connect Success Representative (CSR) is responsible for ensuring the long-term success and satisfaction of healthcare practices participating in Kettering Health's Epic Community Connect program. This role requires a deep understanding of Epic Connect services, strong relationship-building skills, and a proven track record of delivering exceptional customer satisfaction. Performs other duties as assigned.

Requirements

• Associate degree or equivalent combination of education, certification, and experience
• 3+ years of experience working in a healthcare environment, preferably in a hospital setting, is preferred but not required
• 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: Mid Level
• Education Level: Associate degree