Connect Success Rep - IS Project Management Office

Connect Success Representative

The Connect Success Representative (CSR) is responsible for ensuring the long-term success and satisfaction of healthcare practices participating in Kettering Health's Epic Community Connect program. This role requires a deep understanding of Epic Connect services, strong relationship-building skills, and a proven track record of delivering exceptional customer satisfaction. Performs other duties as assigned.

Education Associate degree or equivalent combination of education, certification, and experience

Work Experience 3+ years of experience working in a healthcare environment, preferably in a hospital setting, is preferred but not required 2+ years of experience as a user of the Epic EMR 2+ years in a service-related role, requiring routine customer/patient interaction

Licenses, Certifications and Registrations

Epic Customer Success training within 1 year of hire Strong communication and interpersonal skills Knowledge of healthcare workflows and processes Certifications related to Epic EMR implementation or support preferred but not required Ability to build and maintain positive relationships with clients Excellent problem-solving and analytical skills Proficiency in using technology and software applications Knowledge of how to leverage data analytics and reporting tools Presentation skills, necessary for client reviews

Job Responsibilities:

• Develop and maintain strong relationships with key stakeholders within client organizations, including IT leadership, clinical staff, and end-users.
• Understand customer goals and priorities through both virtual and on-site interactions.
• Develop and implement plans to achieve customer goals with Epic.
• Serve as the primary point of contact for clients throughout the implementation and adoption process.
• Hold performance reviews with clients.
• Proactively communicate with end-users and address their needs.
• Monitor customer satisfaction and identify areas for improvement.
• Maintain coverage of up to Connect 20 practices or 75 total providers

Kettering Health is a not-for-profit system of 14 medical centers and more than 120 outpatient facilities serving southwest Ohio. Our mission is to live God's love by promoting and restoring health. Our commitment to our patients is to help individuals be their best. With that context, safety is our top priority. We provide an integrated system of healthcare experts committed to providing exceptional care.