Customer Relationship Manager, APeX Community Connect

Job Description

Job Description:
The Customer Relationship Manager, APeX Community Connect is a key role in supporting UCSF Community Connect across the organization. The role will integrate closely with UCSF Clinical Systems, Information Technology, support teams and operations to support the Community Connect customer’s lifecycle engagement with the UCSF Community Connect Program. The Customer Relationship Manager is accountable for supporting customer-satisfaction and Epic system integration efforts across their assigned clients. The role will: Cultivate a collaborative and effective environment through positive and productive relationships with customers Proactively communicate delivery and support performance with customer clinics and providers Participate in pre-contracting activities, workflow preview demonstrations for prospective clients, and responding to system functionality questions Participation in planning, implementation and go-live activities which may include being on site with the client, gathering questions, providing training, etc., tracking issues and requests Partners with the implementation teams to ensure a smooth transition back to the post-go-live support team, including familiarity with project decisions, content, issues and outstanding optimization requests, decision tracking, and engaging governance with decision documents and change requests Supports clients during post go-live stage by facilitating decision and change requests and issues resolution, serving as primary contact for the region and the Community Connect program and making regularly scheduled visits to each Community Connect customer Partner with UCSF Community Connect leadership to plan, prepare and conduct Community Connect user group focus meetings, which include but are not limited to issue discussion, lessons learned, system development updates, functionality voting, communication and upgrade planning During visits, observe use of software, make recommendations (tips and tricks), and facilitate workflow and role optimization in the use the system that doesn’t involve build; recognize the customer needs and monitor trends across sites Track and monitor performance of Service Level Targets (SLTs) between Community Connect, clinics, and vendors Understand and support UCSF Policies and Procedures in support of EHR utilization (e.g. Change Management, Governance, Privacy & Security) Uses appropriate tools for documentation, communication and collaboration as defined by UCSF policies and procedures

Qualifications:
Required Qualifications - Bachelor's degree in health care information technology, nursing, computer science, or related area - A minimum of 5 years consulting and/or healthcare industry experience - Broad knowledge of applicable program policies, practices and systems. - Must have strong verbal and written communication skills. - Position requires strong interpersonal communication, group process development, meeting facilitation, conflict resolution skills and ability to work effectively across the organization at all levels - Strong client services orientation, listening, critical thinking and analytical skills - Must be able to travel based on client and business needs - Strong collaborative skills required to work with other locations/departments - Demonstrated management and conflict resolution skills to effectively lead and motivate others - Proven skills to quickly evaluate complex issues and identify multiple options for resolution. - Strong skills in organization and customer service to effectively manage multiple important priorities - Use of MS Office Products (Word, Excel, Project, Visio, PowerPoint) Preferred Requirements - Master’s Degree – MBA / MPH - Epic Systems Certifications in (Ambulatory, Cadence / Prelude / Professional Billing or other) - Proven ability to influence/persuade all levels of staff - Deep understanding of healthcare regulatory and legislation issues, such as Meaningful Use, ICD-10, ACOs, Clinical Transformation, etc. - Strong working knowledge of the Epic application suite