Account Manager

7 days ago

Edgewood, Kentucky, United States St. Elizabeth Healthcare Full time
Job Summary

The primary responsibility for this position is to maintain a strong relationship with our affiliate groups that utilize Epic tools and to work with affiliate providers and organizational leaders to promote the goal of increasing shared information across the continuum of care.

Key Responsibilities
  • Manage all potential Community Connect customers and work to provide estimates for contractual agreements.
  • Responsible for development of Community Connect customer contractual documents, including facilitation of Legal Department review.
  • Maintain accurate Community Connect contract information within Compliance 360 and Teams sites.
  • As requested by senior leadership, perform outreach to community to identify opportunities for aligning the SEH/SEP business with external provider groups.
  • Work closely with SEH Medical Affairs to disseminate information and foster increased awareness among external provider groups related to Epic software and utilization of potential tools.
  • Develop/maintain 'marketing' materials for discussions with potential clients to highlight SEH performance and service offerings.
Customer Support
  • Work directly with IS resources and business customers to facilitate problem resolution, answer questions, implement new technologies and communicate important information from organization regarding future product development.
  • Work closely with Epic build and training teams to identify opportunities for training affiliate providers and office staff to increase utilization of the EHR software.
  • Facilitate meetings with each client group to review open issues and quality data, and to maintain open lines of communication between organizations.
  • Actively participate in governance of the change process between the organizations.
  • Be a conduit for information sharing/participation with Community Connect partners regarding regulatory programs such as MIPS, Interoperability, and SEPN quality scoring. Be internal expert on compliance for these programs.
Business Relationship
  • Manage the business relationship with the customer/stakeholder at a strategic level. Evaluate, plan, and develop/re-engineer current or new system functionality that will enhance system usefulness to health system operations.
  • Participate in the interdisciplinary discussion and brainstorming required to develop new functionality/workflows and implement enhancements requested by the business. Work closely with IT management and staff on development activities and maintain an in-depth knowledge of new system functionality.
  • Maintain a high level of involvement in client planning activities and be familiar with both short-term and long-term plans that may require support from St. Elizabeth.
  • Participate in monthly Epic-led community connect meetings, including annual meeting at Epic headquarters, and identify potential improvement opportunities.
  • Generate monthly status reports and distribute to large community connect partners.
Financial Performance
  • Independently produce monthly Community Connect financial reporting (including overall P&L statement), individual customer performance, and IT resource utilization. Able to explain variances with detailed knowledge of impact to hours utilization.
  • Work closely with IS Business Manager to ensure monthly invoices are accurate. Together with responsible IS Director and Project Manager, ensure that new customer invoicing is initiated at the appropriate time.
  • Work directly with CIO on review of financial performance for this line of business.
  • Track outstanding customer payments and reach out to customers as needed to manage outstanding A/R.
  • Monitor contract renewal dates and potential for increases and notify CIO when these need to occur.
Project Participation/Completion
  • Participate in projects as assigned by manager/director. Work independently to complete work according to established timelines.
  • Utilize project management methodology to assist in defining project tasks and work closely with project manager to resolve issues, remove barriers and prevent delays and/or surprises.
  • Manage IS projects, as needed. Work independently to develop project work schedules, manage project activities, and produce project deliverables per IS PMO standards.
Other Duties
  • Develop and document internal procedures related to Community Connect customer support.
  • Perform other duties, as assigned.

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