Intermountain Health
Overview
The Community Connect Account Manager plays a key role in supporting Intermountain Health’s Community Connect program, in a manner consistent with Intermountain’s Mission and Values. The account manager serves as the primary contact for the client’s executive leadership and operational teams. This role is responsible for the ongoing success of their assigned Community Connect clients, and for the overall management of the relationship. The account manager meets regularly with their clients to conduct executive level business reviews, assess performance, utilizes data to ensure successful adoption of the EHR and removes barriers to success. This role will leverage a highly complex, matrixed organization, and will bring in the right partners within the application and technical teams, as well as others as needed. The ultimate goal is to foster and manage a long-term, thriving client relationship and ultimately acts as the client’s strategic partner.
We are committed to offering flexible work options where approved and stated in the job posting. However, we are currently not considering candidates who reside or plan to reside in the following states: California, Connecticut, Hawaii, Illinois, New York, Rhode Island, Vermont, and Washington.
Essential Functions
Manages and nurtures the relationship with the client at the highest levels of executive leadership, and serves as the single point of contact.
Maintains day-to-day relationships with clients by collecting and clarifying information with all impacted parties, communicating progress on escalations, issues and projects, and responding to client questions and requests.
Works with client’s executive leadership to identify strategic initiatives and solutions to meet operational goals. Assists client with prioritization of requests and projects.
Reviews and analyzes client performance to identify trends, issues or concerns, and routinely shares this analysis with the client and supporting Intermountain teams.
Provides accurate operational metrics in proposing solutions and analyzes the metrics to define improvement opportunities. Effectively communicates findings to the client and internal Intermountain teams. Uses performance data and additional metrics to measure new initiatives or solutions to show success in meeting ROI and operational goals.
Understands available Epic and third party Community Connect resources, best practices, solutions and attends training opportunities and similar events.
Ensures client satisfaction through the delivery of services as measured by the Service Level Agreements. Manages all escalations, both internally and externally.
Identifies, tracks and reports key performance indicators to ensure services are performing to maximized levels.
Facilitates the requirements and information gathering for change orders and ensures proper execution prior to work starting.
Communicates with Intermountain Health Community Connect leadership about client issues and potential for new projects. Identifies and communicates to leadership and support teams any trends that may negatively impact a client. Represents clients’ interests and opinions in internal meetings regarding platform decisions.
Breaks down barriers and solves problems, while making the process seamless and easy for clients.
Partners with the implementation teams to ensure a smooth transition to account management and support post go live, including familiarity with project decisions, content, issues and outstanding optimization requests, decision tracking, change requests and more.
Promotes mission, vision, and values of Intermountain Health, and abides by service behavior standards.
Minimal travel may be required for routine client site visits and educational opportunities.
Skills
Ability to manage and nurture relationships, including at the executive level.
Working knowledge of Electronic Health Record processes and capabilities.
Deep project management, change management and relationship management skills.
Deep experience and passion for change, innovation and problem solving.
Proven ability to work independently and in a team environment, as well as the ability to manage within highly complex, matrixed organizations.
Ability to prioritize multiple objectives in a rapidly changing environment.
Problem resolution skills -- able to anticipate problems before they occur, and develop solutions on a proactive basis.
Ability to initiate and drive projects to completion with minimal guidance, and inspire partner teams.
Ability to defuse and de-escalate tense situations and course correct as needed.
Coordinate with and work effectively with business partners at all levels of an organization, internally and externally, technical and non-technical.
Ability to communicate thoughts clearly, concisely, persuasively and confidently in multiple channels, including documents and presentations, in-person and video meetings, email, phone and more. Understands how to adjust communications based on the channel and the audience.
Advanced listening skills to understand and process information provided by others.
Ability to translate complex information into relevant, understandable and compelling communications to clients.
Proficiency with word processing, presentation, communication and spreadsheet applications (e.g., Word, Docs, Slides, PowerPoint, Excel, Sheets, etc.).
Qualifications Required:
Demonstrated experience in supporting software products, leading process improvement initiatives using data and metrics experience and project management.- Or –
Demonstrated experience in Information Technology, Marketing, or related field supporting digital solutions including supporting software products, leading process improvement initiatives using data and metrics experience and project management.
Preferred:
Bachelor's degree. Degree must be obtained through an accredited institution. Education is verified.
Three years of related experience with Epic and account management
Experience managing complex electronic health record projects and ongoing support
Experience on the vendor side, specifically managing client relationships and success
Physical Requirements
Ongoing need for employee to see and read information, labels, documents, monitors, identify equipment and supplies, and be able to assess customer needs.
Frequent interactions with providers, colleagues, customers, patients/clients and visitors that require employee to verbally communicate as well as hear and understand spoken information, needs, and issues quickly and accurately.
Manual dexterity of hands and fingers to manipulate complex and delicate supplies and equipment with precision and accuracy. This includes frequent computer use for typing, accessing needed information, etc.
Location:
Peaks Regional Office
Work City:
Broomfield
Work State:
Colorado
Scheduled Weekly Hours:
40
The hourly range for this position is listed below. Actual hourly rate dependent upon experience.
$38.55 - $59.49
We care about your well-being – mind, body, and spirit – which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.
Learn more about our comprehensive benefits package here (https://intermountainhealthcare.org/careers/benefits).
Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
At Intermountain Health, we use the artificial intelligence ("AI") platform, HiredScore to improve your job application experience. HiredScore helps match your skills and experiences to the best jobs for you. While HiredScore assists in reviewing applications, all final decisions are made by Intermountain personnel to ensure fairness. We protect your privacy and follow strict data protection rules. Your information is safe and used only for recruitment. Thank you for considering a career with us and experiencing our AI-enhanced recruitment process.
All positions subject to close without notice.
#J-18808-Ljbffr
We are committed to offering flexible work options where approved and stated in the job posting. However, we are currently not considering candidates who reside or plan to reside in the following states: California, Connecticut, Hawaii, Illinois, New York, Rhode Island, Vermont, and Washington.
Essential Functions
Manages and nurtures the relationship with the client at the highest levels of executive leadership, and serves as the single point of contact.
Maintains day-to-day relationships with clients by collecting and clarifying information with all impacted parties, communicating progress on escalations, issues and projects, and responding to client questions and requests.
Works with client’s executive leadership to identify strategic initiatives and solutions to meet operational goals. Assists client with prioritization of requests and projects.
Reviews and analyzes client performance to identify trends, issues or concerns, and routinely shares this analysis with the client and supporting Intermountain teams.
Provides accurate operational metrics in proposing solutions and analyzes the metrics to define improvement opportunities. Effectively communicates findings to the client and internal Intermountain teams. Uses performance data and additional metrics to measure new initiatives or solutions to show success in meeting ROI and operational goals.
Understands available Epic and third party Community Connect resources, best practices, solutions and attends training opportunities and similar events.
Ensures client satisfaction through the delivery of services as measured by the Service Level Agreements. Manages all escalations, both internally and externally.
Identifies, tracks and reports key performance indicators to ensure services are performing to maximized levels.
Facilitates the requirements and information gathering for change orders and ensures proper execution prior to work starting.
Communicates with Intermountain Health Community Connect leadership about client issues and potential for new projects. Identifies and communicates to leadership and support teams any trends that may negatively impact a client. Represents clients’ interests and opinions in internal meetings regarding platform decisions.
Breaks down barriers and solves problems, while making the process seamless and easy for clients.
Partners with the implementation teams to ensure a smooth transition to account management and support post go live, including familiarity with project decisions, content, issues and outstanding optimization requests, decision tracking, change requests and more.
Promotes mission, vision, and values of Intermountain Health, and abides by service behavior standards.
Minimal travel may be required for routine client site visits and educational opportunities.
Skills
Ability to manage and nurture relationships, including at the executive level.
Working knowledge of Electronic Health Record processes and capabilities.
Deep project management, change management and relationship management skills.
Deep experience and passion for change, innovation and problem solving.
Proven ability to work independently and in a team environment, as well as the ability to manage within highly complex, matrixed organizations.
Ability to prioritize multiple objectives in a rapidly changing environment.
Problem resolution skills -- able to anticipate problems before they occur, and develop solutions on a proactive basis.
Ability to initiate and drive projects to completion with minimal guidance, and inspire partner teams.
Ability to defuse and de-escalate tense situations and course correct as needed.
Coordinate with and work effectively with business partners at all levels of an organization, internally and externally, technical and non-technical.
Ability to communicate thoughts clearly, concisely, persuasively and confidently in multiple channels, including documents and presentations, in-person and video meetings, email, phone and more. Understands how to adjust communications based on the channel and the audience.
Advanced listening skills to understand and process information provided by others.
Ability to translate complex information into relevant, understandable and compelling communications to clients.
Proficiency with word processing, presentation, communication and spreadsheet applications (e.g., Word, Docs, Slides, PowerPoint, Excel, Sheets, etc.).
Qualifications Required:
Demonstrated experience in supporting software products, leading process improvement initiatives using data and metrics experience and project management.- Or –
Demonstrated experience in Information Technology, Marketing, or related field supporting digital solutions including supporting software products, leading process improvement initiatives using data and metrics experience and project management.
Preferred:
Bachelor's degree. Degree must be obtained through an accredited institution. Education is verified.
Three years of related experience with Epic and account management
Experience managing complex electronic health record projects and ongoing support
Experience on the vendor side, specifically managing client relationships and success
Physical Requirements
Ongoing need for employee to see and read information, labels, documents, monitors, identify equipment and supplies, and be able to assess customer needs.
Frequent interactions with providers, colleagues, customers, patients/clients and visitors that require employee to verbally communicate as well as hear and understand spoken information, needs, and issues quickly and accurately.
Manual dexterity of hands and fingers to manipulate complex and delicate supplies and equipment with precision and accuracy. This includes frequent computer use for typing, accessing needed information, etc.
Location:
Peaks Regional Office
Work City:
Broomfield
Work State:
Colorado
Scheduled Weekly Hours:
40
The hourly range for this position is listed below. Actual hourly rate dependent upon experience.
$38.55 - $59.49
We care about your well-being – mind, body, and spirit – which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.
Learn more about our comprehensive benefits package here (https://intermountainhealthcare.org/careers/benefits).
Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
At Intermountain Health, we use the artificial intelligence ("AI") platform, HiredScore to improve your job application experience. HiredScore helps match your skills and experiences to the best jobs for you. While HiredScore assists in reviewing applications, all final decisions are made by Intermountain personnel to ensure fairness. We protect your privacy and follow strict data protection rules. Your information is safe and used only for recruitment. Thank you for considering a career with us and experiencing our AI-enhanced recruitment process.
All positions subject to close without notice.
#J-18808-Ljbffr