Customer Success Account Manager

Inova•VA, VA

2d•$73,778 - $120,257•Hybrid

About The Position

Inova Health is looking for a dedicated Customer Success Account Mgr to join the Epic Community Connect team. This role is working full time Monday to Friday in a Hybrid capacity. Inova is consistently ranked a national healthcare leader in safety, quality and patient experience. We are also proud to be consistently recognized as a top employer in both the D.C. metro area and the nation.

Requirements

Bachelor’s Degree or 4 years of additional relevant experience in lieu of degree
2 years of project management or leadership experience with acquisitions and/or multi-faceted and complex projects, within an Epic or healthcare IT environment.
Epic Customer Support Management (CSM) Training required within 6 months of hire
Epic certification required within 1 year of hire

Responsibilities

Collaborates with the project team during all phases of new Connect site implementations.
Coordinates clinical application team’s primary responsibilities, including kickoff, discovery & scoping, build, testing, user acceptance validation, training plans, go live rollout, stabilization, and ongoing maintenance.
Participates in Service Hub monitoring for incidents and enhancements.
Partners with informatics for ongoing provider support.
Identifies operational SMEs for each site and maintains relations, including regular onsite visits, correspondence, and progress reports.
Responsible for managing annual satisfaction surveys required for accreditation. Identifies areas for improvement and collaborates with appropriate teams for change implementation.
Initiates issue resolution, escalates and communicates status to the manager on a regular cadence.
Builds positive relationships with providers and other clinical staff.
Understands and participates in an appropriate level of governance, support, and training.
Encourages sites to participate in service line governance committees.
Promotes self-service reporting through Slicer Dicer.
Supports sites in the use of Service Hub for incident and enhancement requests.
Regularly reviews the clinic manager dashboard and executive report with site leadership.
Operationalize Signal, coordinates with informatics for user access, monitors data and outlines opportunities for improvement.
Communicates upcoming upgrades and scheduled downtimes, turnaround time compliance and action plans.

Benefits

medical, dental and vision coverage
a robust team member wellness program
Inova matches the first 5% of eligible contributions – starting on your first day.
up to $5,250 per year in education assistance
up to $10,000 for student loans.
25 mental health coaching or therapy sessions, per person, per year, at no cost.
paid time off
paid parental leave
flexible work schedules
hybrid career opportunities