Epic Connect - Customer Success Manager
Medical University of South Carolina
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See open jobs at Medical University of South Carolina.See open jobs similar to "Epic Connect - Customer Success Manager" Charleston Region.Job Description Summary
As the Customer Success Manager [CSM] for Community Connect, this role plays a vital part in nurturing strong relationships with Connect sites, ensuring their goals align with MUSC’s organizational vision for Community Connect. The Customer Success Manager cultivates robust relationships internally and externally, working with affiliate sites and Connect leaders to identify program priorities and establish supporting goals for success. Reporting to the Director of Affiliate Services, this role will collaborate closely with MUSC's Epic Community Connect Partner(s), IS Teams, and ePMO. The CSM will lead all aspects of the Connect Site’s relationship / alignment with the MUSC serving as the main point of contact and ensuring effective solutions to problems and thorough communication occurs.Entity
Medical University Hospital Authority (MUHA)Worker Type
EmployeeWorker Sub-Type
RegularCost Center
CC005109 SYS - Community Connections - AdministrationPay Rate Type
SalaryPay Grade
Health-32Scheduled Weekly Hours
40Work Shift
Job Description
As the Customer Success Manager [CSM] for Community Connect, this role plays a vital part in nurturing strong relationships with Connect sites, ensuring their goals align with MUSC’s organizational vision for Community Connect. The Customer Success Manager cultivates robust relationships internally and externally, working with affiliate sites and Connect leaders to identify program priorities and establish supporting goals for success. Reporting to the Director of Affiliate Services, this role will collaborate closely with MUSC's Epic Community Connect Partner(s), IS Teams, and ePMO. The CSM will lead all aspects of the Connect Site’s relationship / alignment with the MUSC serving as the main point of contact and ensuring effective solutions to problems and thorough communication occurs.
Responsibilities
Relationship Management & Coordination
Develops account management strategies and operational plans for affiliate sites to integrate the Epic platform effectively
Assists sites in establishing and maintaining proper intake processes for the various levels of requests [Break-Fix, Optimizations, and Projects]
Partners with internal IS teams to help ensure Break-Fix items are addressed in a timely manner and processes optimization and project requests through the proper governance channels – all in alignment with established SLAs
Monitors and tracks intake requests and communicates updates to site leaders – while adhering to MUSC’s established governance processes
Conducts yearly review of Service Level Agreements with Connect sites and appropriate MUSC leadership
Tracks project and optimization request progress, providing regular updates to stakeholders
Provides high-quality account management and analysis for clinical and operational issues within the Epic Community Connect program
Acts as the primary point of escalation for Community Connect Affiliate sites for all onboarding, training, access, and support needs
Provides ongoing support to Connect sites, conducting regular meetings and open channels of communication, ensuring their satisfaction and success
Monitors service delivery metrics and identifies areas for improvement
Tracks the performance of support SLAs/SLTs and proactively communicates performance with customer sites; assists in performance remediation with MUSC as warranted
Conducts post-implementation reviews to assess success and gather feedback for future improvements
Leads both scheduled and ad-hoc meetings as warranted to abide by SLAs and facilitate rapid, issue mitigation
Program Development & Support
Partners with affiliate sites and MUSC stakeholders including Affiliate Services and IS leaders to identify program priorities and set supporting goals and objectives
Helps to inform long-term strategic plans for the Community Connect program from current customer feedback, aligning with organizational objectives
Conducts market research and stays updated on industry trends to inform the Community Connect strategy
Collaborate with Connect Partners from Epic and other relevant stakeholders to ensure MUSC maintains its accreditation and is in compliance/alignment with established protocols and best practices
Additional Job Description
Required Education/Work Experience/Skills:
Bachelor’s degree in healthcare, business, or related industry
Demonstrated track record of at least 3 years of successful account management or customer service experience, preferably in the healthcare sector
Experience with Epic, including clinical workflows in both ambulatory and inpatient settings
Communicate effectively through written, oral, and formal presentations
Epic CSM credential required [will support post-hire if not already secured]
ServiceNow experience preferred
If you like working with energetic enthusiastic individuals, you will enjoy your career with us!
The Medical University of South Carolina is an Equal Opportunity Employer. MUSC does not discriminate on the basis of race, color, religion or belief, age, sex, national origin, gender identity, sexual orientation, disability, protected veteran status, family or parental status, or any other status protected by state laws and/or federal regulations. All qualified applicants are encouraged to apply and will receive consideration for employment based upon applicable qualifications, merit and business need.
Medical University of South Carolina participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: http://www.uscis.gov/e-verify/employees
This job is no longer accepting applications
See open jobs at Medical University of South Carolina.See open jobs similar to "Epic Connect - Customer Success Manager" Charleston Region.