Mhmd Regional Account Manager-2

At Memorial Hermann, we pursue a common goal of delivering high quality, efficient care while creating exceptional experiences for every member of our community. When we say every member of our community, that includes our employees. We know that when our employees feel cared for, heard and valued, they are inspired to create moments that exceed expectations, while prioritizing safety, compassion, personalization and efficiency. If you want to advance your career and contribute to our vision of creating healthier communities, now and for generations to come, we want you to be a part of our team.

Job Summary

Position responsible for managing medical practice management and electronic health records (EHR) software including implementation and building and maintaining partnerships for the Memorial Hermann MHMD Community Connect Program. The Community Connect (EPIC) Account Manager develops trusted relationships with prospective and established customer affliates to align their practice's needs with the benefits of our Community Connect Program ensuring the full potential and benefits of the solution to be understood and optimized. Position responsible for the overall relationship as it pertains to the Community Connect experience that extends past implementation and includes ongoing in person support and reviews with the practice. Typically reports to MHMD operational lead with a dyadic relationship with ISD operational lead.

Job Description

MINIMUM QUALIFICATIONS

Education: Bachelor's Degree in business or informatics preferred.

Licenses/Certifications: Possession of a valid driver's license upon hire, (if from out of state,) has the ability to obtain a Texas Driver's license within 90 days of employment.

Experience / Knowledge / Skills:

• Three (3) years of experience operating or implementing an electronic health record system required. Experience with Epic preferred.

• Demonstrated knowledge of independent ambulatory workflows and operations is required. Prior experience working in an ambulatory setting is strongly desired.

• Demonstrated change management experience is required.

• Strong communication and organizational skills with ability to influence others and maintain a strong focus on achieving results.

• Strong problem solving skills with the ability to implement change.

• Must be able to travel to attend Epic training held local to Houston as well as in Wisconsin, as needed

• Ability to travel driving distances in assigned territory

PRINCIPAL ACCOUNTABILITIES

• Travels throughout assigned territory to meet with established and prospective customer affiliates to build trusting relationships and maintain an understanding of the affiliate's business objective.

• Provides competitive information such as bid situations, pricing data, or bundling arrangements to establish negotiated pricing contracts for assigned products.

• Arranges appointments with prospective customer affiliates and key implementation MHHS stakeholders, such as the Information Systems Division (ISD).

• Responsible for a seamless contractual process including prompt scheduling of demos, follow-up conversations or site visits as needed, prompt scheduling of technical and high-level workflow assessments.

• Develops and maintains effective relationships with key stakeholders and constituents.

• Collaborates with the ISD Implementation Project Managers to create work plans, issues list, decision lists, risks and status reports that meet customers' needs.

• Documents key risks and works with the Project Manager and Program Director to effectively monitor, mitigate, and escalate, where appropriate.

• Coordinates all key events between ISD and the customer affiliate (i.e., training, technical dress rehearsal, Just-in-Time session).

• Provides onsite support and acts as a resource during Go-Lives for Epic Community Connect.

• Provides regular ISD reports to customer affiliates, documenting number of tickets opened and resolved.

• Identifies trends in customer questions and issues to resolve. Implements best practices based on these trends.

• Maintains high levels of customer satisfaction by providing fast and accurate responses.

• Documents and manages customer interactions.

• Ensures safe care to patients, staff and visitors; adheres to all Memorial Hermann policies, procedures, and standards within budgetary specifications including time management, supply management, productivity and quality of service.

• Promotes individual professional growth and development by meeting requirements for mandatory/continuing education and skills competency; supports department-based goals which contribute to the success of the organization; serves as preceptor, mentor and resource to less experienced staff.

• Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Memorial Hermann's service standards of providing safe, caring, personalized and efficient experiences to patients and our workforce.

• Other duties as assigned.