Purpose of Position and Scope of Responsibility:
The Customer Relationship Manager (CRM) is responsible for all customer relationships for the Connect program. The Customer Relationship Manager will be responsible for serving as the main liaison to practices following their implementation of Epic. The CRM will visit each practice regularly to ensure system adoption, happiness, and success, as well as monitor the resolution of issue tickets and ongoing product change requests. S/he will manage approximately 10 customers. The CRM will monitor Help Desk tickets to assess overall health of the customer. The CRM will also work with the MSO Billing manager in maintaining a healthy revenue cycle. Responsible to work as needed on all shifts and/or weekends as required for project direction.
E 1. The Customer Relationship Manager will be responsible for the happiness of the Connect customers and ensure customer is a good reference for potential prospects.
E 2. Manage invoices sent and payments received.
E 3. Work with the Program Director on opportunities for improvement and optimization in use of Epic w/I the Connect practices.
E 4. Track and monitor help desk tickets for the customer and escalate as needed for resolution and/or training opportunities.
E 5. Participate in new clinic implementations and ensure smooth transition post implementation.
E 6. Work with customer to contract add-on services/products post implementation.
E 7. Work with customer to onboard and offboard users post implementation.
E 8. Work with legal on contract addendums for addition of new providers to practice.
E 9. Maintain accurate listing of users of practice
E 10. Represent voice of the customer on BOC governance committees
Licensure, Registration, Certification
Bachelor’s Degree. Preferably in Information Management.
Excellent interpersonal and organizational skills. Computer proficiency.
Must possess a valid driver’s license and have the ability to travel throughout the system.
Master’s degree preferred.
2 years health care experience in hospital or clinic settings or comparable account management work experience.
Prior EMR implementation and/or account management experience is desirable. Project management experience helpful.