Connect Success Rep - IS Project Management

Connect Success Rep – IS Project Management

Kettering Health is hiring a Connect Success Rep – IS Project Management for a full‑time, days shift position in Miamisburg, Ohio.

Support Services | Miamisburg | Full Time | Days

• Associate degree or equivalent combination of education, certification, and experience
• 3+ years of experience working in a healthcare environment, preferably in a hospital system setting
• 2+ years of experience as a user of the Epic EMR
• 2+ years in a service‑related role requiring routine customer/patient interaction [Ohio, United States]
• Epic Customer Success training within 1 year of hire
• Strong communication and interpersonal skills
• Knowledge of healthcare workflows and processes
• Certifications related to Epic EMR implementation or support preferred but not required
• 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

• 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.
• Ensure customer satisfaction through ongoing surveys, ticket resolution time, and adoption metrics.
• Track adoption and usage metrics including MyChart adoption rate, contract renewal rate, and feature usage.
• Drive project success by ensuring on‑time delivery, budget adherence, and positive client outcomes.

Mid‑Senior level

Contract

Project Management and Information Technology, Hospitals and Health Care