Epic Community Connect Customer Success Account Manager

Inova Health System • Fairfax, VA

7d • Onsite

About The Position

The Epic Community Connect Customer Success Account Manager
plays a critical role in ensuring Connect site customers are supported and achieve long‑term
success. This job is the primary driver of customer satisfaction, building
strong relationships with customer leaders, understanding their goals and
priorities, and developing plans that align with both Epic and the organization.
This position is responsible for leading and communicating project progress to
internal and external stakeholders, including IT analyst teams, operational
leaders, steering committees, and executive sponsors. This job manages multiple
projects of varying scope, exercising autonomy and leadership to deliver
results.

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

• Education: Bachelor's degree; or Associate’s degree and 2 years relevant professional experience in addition to the minimum experience required; or HS Diploma/GED and 4 years relevant professional experience in addition to the minimum experience required.
• Experience: 2 years of project management or leadership experience with acquisitions and/or multi-faceted and complex projects, within an Epic or healthcare IT environment.
• Certification: Epic Customer Support Management (CSM) Training required within 6 months of hire; Epic certification required within 1 year of hire.

Nice To Haves

• Previous experience working with Epic Community Connect clients preferred.
• Epic Ambulatory certification preferred.
• Epic Customer Support Management (CSM) certification preferred.

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

• Committed to Team Member Health: offering medical, dental and vision coverage, and a robust team member wellness program.
• Retirement: Inova matches the first 5% of eligible contributions – starting on your first day.
• Tuition and Student Loan Assistance: offering up to $5,250 per year in education assistance and up to $10,000 for student loans.
• Mental Health Support: offering all Inova team members, their spouses/partners, and their children 25 mental health coaching or therapy sessions, per person, per year, at no cost.
• Work/Life Balance: offering paid time off, paid parental leave, flexible work schedules, and remote and hybrid career opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1-10 employees