Unitypoint Health West Des Moines , IA 50398
Posted 5 days ago
Overview
The Community Connect IT Account Manager will be responsible for supporting the customers, including managing the relationship between UPH and the Executives, Clinical and Revenue Cycle customers, coordinating ongoing support to ensure that the customer continues to make effective and appropriate use of Epic and other hosted applications. This role is a customer-facing role which requires work on both strategic, long-term, and short-term plans and projects. The Account Manager also serves as a leader in the department and assists the department director with oversight of team member performance, engagement, and satisfaction.
This individual will preferably reside within the UPH Gegraphical footprint area OR the Greater Des Moines area.
Why UnityPoint Health?
Visit us at UnityPoint.org/careers to hear more from our team members about why UnityPoint Health is a great place to work. https://dayinthelife.unitypoint.org/
Responsibilities
Relationship Building and Budget Support
Develop and maintain positive and productive relationships with customers at various levels.
Develop documentation around the customers' business and technical setup.
Act as a liaison between UPH IT and customers. Develop and maintain positive and productive relationships with UPH IT teams.
Understand, research, and communicate program costs to customers. Assist with development of annual service maintenance budget.
Collect feedback from customers to improve the services offered by the program.
Identify any training/knowledge requirements for customers.
Understand regulatory requirements impacting our customers.
Schedule and lead recurring meetings with customer contact.
Build and maintains KPI dashboard for each customer.
Project Management
Leads and coordinates projects as assigned, demonstrating strong organizational and time management skills.
Analyzes and plans complex projects including task identification, task schedule, status reporting, and facilitates meetings.
Documents project costs in Statement of Work and communicates project scope to customers.
Tracks project costs and invoice customer at project close.
Portrays a highly proactive approach to projects.
Exhibits skill in tracking project progress, timelines and escalates issues/risks appropriately.
Advocates for standard and best practice solutions as necessary.
Provide research, scope and discovery for new equipment/service requests.
Issue Resolution
service expectations and change management policies.
Coordinates resolution between multiple teams to solve issue.
Applies root cause analysis principles to eliminate issues from occurring in the future if applicable.
Leads resolution of escalated customer issues and works with multiple parties and/or vendor to
help resolve issue.
Operational Support and Improvement
Leads decision-making discussions to determine strategy for implementation of tools and systems.
Advocates for and acts as an agent of progressive change within the organization and proactively
identifies opportunities for improvement.
Leads researching solutions to improve service such as processes, standards and/or products.
Facilitates decision-making or technical solution-oriented discussions with staff.
Compliance and Security
database, server, and/or application management.
Qualifications
Education:
Bachelor's degree in a healthcare related field or equivalent experience (minimum three years) in a medical clinic setting or a relevant health care IT role.
Epic credentialed trainer status for clinical and/or provider curriculum or achieve within a designated timeframe as defined by manager.
Experience:
Minimum three years in a medical clinic setting or a relevant health care IT role.
Epic software use in a medical clinic setting
License(s)/Certification(s):
Knowledge/Skills/Abilities:
Writes, reads, comprehends and speaks fluent English.
Basic computer knowledge using e-mail, SharePoint, and web browsers, and Microsoft office applications including Word, Excel, and PowerPoint.
Experience with electronic health record functionality.
Remote: Yes;
Area of Interest: Information Systems & Technical Support;
FTE/Hours per pay period: 1.0;
Department: Rurals Comm Connect- Support;
Shift: Weekdays;
Job ID: 151039;
Unitypoint Health