Senior EpicConnect Customer Success Manager

Cheyenne Regional Medical Center•Cheyenne, WY

3d•Onsite

About The Position

The Senior EpicConnect Customer Success Manager is a senior Project Management Office (PMO) expert responsible for delivering and sustaining complex healthcare IT initiatives, including Epic Community Connect engagements. This role drives end-to-end project execution while fostering strong partner relationships and ensuring financial and operational performance for affiliated sites. Acting as a strategic liaison between Information Services, operational leaders, and external partners, the position promotes adoption, stability, and continuous improvement. As a senior PMO resource, this role contributes to organizational best practices and mentors less-tenured project managers.

Requirements

Bachelor's degree or higher
Seven (7) or more years of healthcare and/or information technology experience
Five (5) or more years of experience managing projects
One of the following EPIC Certifications: EpicCare Ambulatory, Cadence, Resolute Professional Billing Administration
One (1) Year: Project Management Professional (PMP) Certification within one (1) year of start date
Knowledge of Project Management Body of Knowledge (PMBOK) and emerging project management methodologies, with the ability to manage large, complex projects using industry-standard tools.
Knowledge of healthcare industry trends and strategies and their application to information technology solutions.
Knowledge of Epic applications, Community Connect models, upgrade lifecycles, and reporting tools.
Knowledge of healthcare revenue cycle operations, financial performance metrics, and operational drivers.
Ability to analyze dashboards, financial reports, and operational data to identify insights and drive prioritized improvement initiatives.
Ability to assess the effectiveness of workflows and procedures and recommend improvements to enhance efficiency and outcomes.
Demonstrated leadership skills, including the ability to mentor, guide, and develop team members in a collaborative environment.
Strong verbal and written communication skills with the ability to convey complex concepts to diverse audiences and work effectively across multidisciplinary teams.
Ability to work independently, exercise sound judgment, and maintain a high level of motivation, accountability, and professionalism.
Highly detail-oriented with strong organizational and project management skills to ensure quality and accuracy in deliverables.

Nice To Haves

Master’s degree or higher
Seven (7) or more years of project management experience
Prosci Change Management Certification

Responsibilities

Builds and sustains strong relationships with Community Connect site leadership through regular engagement, calls, and on-site visits.
Reviews monthly Community Connect financial reports to assess revenue cycle performance, identify trends, and support continuous improvement efforts.
Analyzes revenue cycle metrics, charges capture performance, and stabilization outcomes; collaborates with sites on corrective actions.
Coordinates and tracks annual end-user satisfaction surveys and resulting action plans with Connect site leadership.
Reviews site performance dashboards and reports; coordinate targeted education and training based on identified needs.
Serves as an escalation point for client issues, triaging problems and partnering with internal teams to drive timely resolution.
Monitors and manages Community Connect service tickets related to system maintenance and issue resolution.
Monitors and manages user access and security requests, including provisioning, updates, and terminations.
Participates in Community Connect contract management activities in collaboration with IS leadership and affiliated sites.
Facilitates IT billing and invoicing, ensuring project hours and Statements of Work (SOWs) are accurately tracked.
Oversees assigned IS project portfolio activities, including project implementation, scope definition, risk and resource management, and adherence to timelines and budgets.
Provides subject matter expertise, acts as a strategic partner to leadership, champions continuous improvement of project management practices, and mentors new project managers in organizational standards.