Epic Connect - Customer Success Manager

Responsibilities: 

Relationship Management & Coordination 

• Develop account management strategies and operational plans for Connect sites to effectively integrate the Epic platform  

• Assist sites in establishing and maintaining proper intake processes for the various levels of requests [Break-Fix, Optimizations, and Projects] 

• Partner with IS teams to ensure timely resolution of Break-Fix issues and manage optimization and project requests through established governance channels, adhering to SLAs, track and communicate updates on intake requests to site leaders, monitoring service delivery metrics to identify areas for improvement. Conduct annual reviews of Service Level Agreements with Connect sites and MUSC leadership. Track project and optimization request progress, providing regular updates to stakeholders 

• Provide high-quality account management and analysis for clinical and operational issues within the Epic Community Connect program 

• Serve as the primary escalation point for onboarding, training, access, and support needs for Connect sites. Provide ongoing support through regular meetings and open communication channels, ensuring site satisfaction and success. Monitor service delivery metrics and identifies areas for improvement 

• Track the performance of support SLAs/SLTs and proactively communicates performance with sites; assists in performance remediation with MUSC as warranted 

• Conduct post-implementation reviews to assess success and gather feedback for future improvements 

• Lead scheduled and ad-hoc meetings to facilitate rapid issue mitigation 

Program Development & Support  

• Partner with Connect sites and MUSC stakeholders including Affiliate Services and IS leaders to identify program priorities and set supporting goals and objectives 

• Helps to inform long-term strategic plans for the Community Connect program from current customer feedback, aligning with organizational objectives 

• Conducts market research and stays updated on industry trends to inform the Community Connect strategy 

• Collaborate with Connect Partners from Epic and other relevant stakeholders to ensure MUSC maintains its accreditation and is in compliance/alignment with established protocols and best practices 

Required Education/Skills/Work Experience: 

• Bachelor’s degree in healthcare, business, or related industry 

• Demonstrated track record of at least 3 years of successful account management or customer service experience, preferably in the healthcare sector, with a demonstrated ability to collaborate effectively with customers 

• Proven experience with Epic, including a knowledge of clinical workflows in both ambulatory and inpatient settings as well as Revenue Cycle knowledge [e.g., experience as a certified Epic trainer, informaticist, etc.] 

• Strong communication skills, both written and oral, with experience in formal presentation

• Epic CSM credential required [support for obtaining this credential will be provided post-hire]

• ServiceNow experience preferred