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CUSTOMER SUCCESS MANAGER - EPIC COMMUNITY CONNECT

Apply Job ID 61736 Job Type Full Time Shift Day Specialty Information Technology
About us

At Cooper University Health Care, our commitment to providing extraordinary health care begins with our team. Our extraordinary professionals are continuously discovering clinical innovations and enhanced access to the most up-to-date facilities, equipment, technologies and research protocols. We have a commitment to our employees by providing competitive rates and compensation, a comprehensive employee benefits programs, attractive working conditions, and the chance to build and explore a career opportunity by offering professional development.

Discover why Cooper University Health Care is the employer of choice in South Jersey


Short Description

This position is directly accountable for ensuring the ongoing satisfaction of the Affiliate organizations within the Community Connect program. The Customer Success Manager serves as the primary liaison between Community Connect Affiliates and Cooper. The Community Connect Customer Success Manager serves as the liaison for all technology related items and will frequently meet with Affiliate organizations to maintain regular communications and manage escalations

Facilitates and owns customer engagement activities as it relates to Community Connect Affiliate organizations to ensure the full potential and benefits of the Community Connect Program and use of the Epic EMR.
Responsible for ensuring that Community Connect Affiliates are supported with excellent customer service and that issues are resolved in a reasonable timeframe in line with the service level agreement.
Manages and reports out on all customer account activity, maintains bi-directional communications between Cooper IT and the Community Connect Affiliate organization, ensures quality standards are met and change management protocols are followed.
Ensure Affiliate engagement and satisfaction with Cooper services and support.
Communicates activities such as Epic upgrades, new features becoming available, downtime situations, and handles the day to day communication with the Affiliate organizations as it relates to Epic.
Responsible for vendor relationships with third parties as it relates to the solutions outside of Epic that are used in the Community Connect program.
Serves on committees, work groups, and other areas as assigned, representing Community Connect Affiliate partners in the planning, communication and decision making that would affect the Affiliate partner.
Collaborates with training team regarding training scheduling completion of training curriculum and need for remedial training or increased support needs.


Experience Required

3-5 years experience required


Education Requirements

High School/GED required. Bachelor's preferred


Special Requirements

Scheduled Days / Hours: 8

Required:

Communication – Ability to communicate with patients, visitors and coworkers
Bachelor's degree in health administration, information technology, or related field preferred; professional licensure or industry certifications in lieu of bachelor’s degree accepted
Strong knowledge of healthcare information technology, clinical and/or revenue cycle workflows and processes, and medical terminology. Comprehensive understanding of clinical and/or revenue cycle applications and integration with clinical and/or revenue cycle processes and workflows
Ability to meet deadlines, work under pressure, and manage multiple projects in a dynamic environment.
Demonstrated leadership skills collaborating with clinicians and/or revenue cycle operations team members
Experience in developing collaborative relationships with internal business customers and community healthcare partners

Preferred:

Workflow knowledge in ambulatory care / provider practice settings
Demonstrated systems implementation experience in a healthcare setting, ambulatory care
Demonstrates skills, knowledge and abilities for pilots, programs and projects from conception to implementation
Understanding of Federally Qualified Health Center organizations
Understanding of population health, risk-based workflows & quality programs such as MIPS
Ability to work well with people from different disciplines with varying degrees of technical and operational experience.

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