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The Epic Community Connect Customer Success Manager (CSM) will build and sustain strong and collaborative partnerships with current and prospective Community Connect sites by serving as their primary point of contact. The CSM will ensure clear and consistent communication across internal and external stakeholders. This role will be responsible for the full client lifecycle - from discovery, design/build coordination, through implementation and ongoing maintenance. Working closely with internal and external stakeholders, the CSM will coordinate intake, monitor service performance, proactively identify improvement opportunities, and drive timely resolution of issues to maintain high satisfaction, engagement, and long-term success. This role emphasizes proactive planning, high-touch customer service, and strong problem-solving, including regular travel to Community Connect sites to support implementation activities and strengthen relationships.
Job Responsibility:
Cultivating new community connect business relationship with key Baptist affiliate partners
Serve as the liaison for all technology related items
Frequently meet with Affiliate organizations to maintain regular communications and manage escalations
Demonstrating Epic Community Connect functionality, as well as other health IT application solutions offered by Baptist Health
Ensuring overall and on-going satisfaction of the affiliate organization with the community connect program
Requirements:
Experience with Epic Community Connect highly preferred
Experience with Epic ambulatory and ambulatory workflows and Informatics experience preferred
Experincene with providing Epic End user support preferred
Experincene with providing ongoing support for all existing clients from and back office
Experincene with providing gather business requirements preferred