Customer Success Account Manager

Customer Success Account Manager

Inova Health is looking for a dedicated Customer Success Account Manager 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.

Featured 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, hybrid career opportunities.

Customer Success Account Manager

Job 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.

Minimum Requirements:

• Education:
  
  Bachelor's Degree or 4 years of additional relevant experience in lieu of degree
• 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.
• Certifications:
• Epic Customer Support Management (CSM) Training required within 6 months of hire
• Epic certification required within 1 year of hire