Customer Success Account Manager

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.

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 Mgr 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

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. At Inova,
we're constantly striving to be ever better — to shape a more compassionate
future for healthcare.

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.