Customer Success Account Manager at Inova Health System

, Virginia, United States -

Full Time

Start Date

Immediate

Expiry Date

10 Oct, 26

Salary

120257.0

Posted On

12 Jul, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Project Management, Customer Success, Account Management, Epic Community Connect, Stakeholder Management, Clinical Application Coordination, Incident Monitoring, User Acceptance Validation, Governance, Slicer Dicer, Service Hub, Operational Analysis

Industry

Hospitals and Health Care

Description

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.

Responsibilities

Collaborates with project teams to implement and maintain Epic Community Connect sites, coordinating clinical application tasks from discovery to stabilization. Manages provider relationships, monitors service hub incidents, and oversees annual satisfaction surveys for accreditation.