Customer Success Account Manager

Customer Success Account Mgr

Inova Health is looking for a dedicated Customer Success Account Mgr to join the Epic Community Connect team. This role is working full time Monday to Friday in a Hybrid capacity.

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.

Job Responsibilities

• Collaborates with the project team during all phases of new Connect site implementations.
• Captures 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.
• MANAGES 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.
• OPERATIONALIZES 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

• Educational Requirement: Bachelor’s Degree or 4 years of additional relevant experience in lieu of degree.
• Experience Requirement: 2 years of project management or leadership experience with acquisitions and/or multi-faceted and complex projects, within an Epic or healthcare IT environment.
• Certification Requirement: Epic Customer Support Management (CSM) Training required within 6 months of hire, Epic certification required within 1 year of hire.

About Us

We are Inova, Northern Virginia’s leading nonprofit healthcare provider. Every day, our 26,000+ team members provide world-class healthcare to the communities we serve. Our people are the reason we're a national leader in healthcare safety, quality and patient experience. And from best-in-class facilities to professional development opportunities, we support them at every step.

Inova Health System is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, pregnancy (including childbirth, pregnancy-related conditions and lactation), race, religion, sex, sexual orientation, veteran status, genetic information, or any other characteristics protected by law.