Epic Connect - Customer Success Manager

Responsibilities:

Relationship Management & Coordination

• Develop account management strategies and operational plans for Connect sites to effectively integrate the Epic platform

• Assist sites in establishing and maintaining proper intake processes for the various levels of requests Break-Fix Optimizations and Projects

• Partner with IS teams to ensure timely resolution of Break-Fix issues and manage optimization and project requests through established governance channels adhering to SLAs track and communicate updates on intake requests to site leaders monitoring service delivery metrics to identify areas for improvement. Conduct annual reviews of Service Level Agreements with Connect sites and MUSC leadership. Track project and optimization request progress providing regular updates to stakeholders

• Provide high-quality account management and analysis for clinical and operational issues within the Epic Community Connect program

• Serve as the primary escalation point for onboarding training access and support needs for Connect sites. Provide ongoing support through regular meetings and open communication channels ensuring site satisfaction and success. Monitor service delivery metrics and identifies areas for improvement

• Track the performance of support SLAs/SLTs and proactively communicates performance with sites; assists in performance remediation with MUSC as warranted

• Conduct post-implementation reviews to assess success and gather feedback for future improvements

• Lead scheduled and ad-hoc meetings to facilitate rapid issue mitigation

Program Development & Support

• Partner with Connect 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

Required Education/Skills/Work Experience:

• Bachelors 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 with a demonstrated ability to collaborate effectively with customers

• Proven experience with Epic including a knowledge of clinical workflows in both ambulatory and inpatient settings as well as Revenue Cycle knowledge e.g. experience as a certified Epic trainer informaticist etc.

• Strong communication skills both written and oral with experience in formal presentation

• Epic CSM credential required support for obtaining this credential will be provided post-hire

• ServiceNow experience preferred.

Physical Requirements:

Ability to perform job functions while standing. (Continuous) Ability to perform job functions while sitting. (Continuous) Ability to perform job functions while walking. (Continuous) Ability to climb stairs. (Infrequent) Ability to work indoors. (Continuous) Ability to work outside in temperature extremes. (Infrequent) Ability to work from elevated areas. (Frequent) Ability to work in confined/cramped spaces. (Frequent) Ability to perform job functions from kneeling positions. (Infrequent) Ability to bend at the waist. (Continuous) Ability to twist at the waist. (Frequent) Ability to squat and perform job functions. (Frequent) Ability to perform pinching operations. (Frequent) Ability to perform gross motor activities with fingers and hands. (Continuous) Ability to perform firm grasping with fingers and hands. (Continuous) Ability to perform fine manipulation with fingers and hands. (Continuous) Ability to reach overhead. (Frequent) Ability to perform repetitive motions with hands/wrists/elbows and shoulders. (Continuous) Ability to fully use both legs. (Continuous) Ability to use lower extremities for balance and coordination. (Frequent) Ability to reach in all directions. (Continuous) Ability to lift and carry 50 lbs. unassisted. (Infrequent) Ability to lift/lower objects 50 lbs. from/to floor from/to 36 inches unassisted. (Infrequent) Ability to lift from 36 to overhead 25 lbs. (Infrequent) Ability to exert up to 50 lbs. of force. (Frequent) Examples include: To transfer a 100 lb. patient that can not assist in the transfer requires 50 lbs. of force. For every 100 additional pounds assistance will be required from another healthcare worker. 20 lbs. of force is needed to push a 400 lb. patient in a wheelchair on carpet. 25 lbs. of force is required to push a stretcher with a patient with one hand. Ability to maintain 20/40 vision corrected in one eye or with both eyes. (Continuous) Ability to see and recognize objects close at hand or at a distance. (Continuous) Ability to match or discriminate between colors. (Continuous) Ability to determine distance/relationship between objects; depth perception. (Continuous) Good peripheral vision capabilities. (Continuous) Ability to maintain hearing acuity with correction. (Continuous) Ability to perform gross motor functions with frequent fine motor movements. (Continuous) Ability to deal effectively with stressful situations. (Continuous) Ability to work rotating shifts. (Frequent) Ability to work overtime as required. (Frequent) Ability to work in a latex safe environment. (Continuous) Ability to maintain tactile sensory functions. (Continuous) (Selected Positions) *Ability to maintain good olfactory sensory function. (Continuous) *(Selected Positions) *Ability to be qualified physically for respirator use initially and as required. (Continuous) (Selected Positions)