Manager

Job Title: Manager

Location: SBC Corporation

Department Name: IT&S Community Connect

Req #: 0000220203

Status: Salaried

Shift: Day

Pay Range: $121,749.00 - $171,970.00 per year

Pay Transparency:

The above reflects the anticipated annual salary range for this position if hired to work in New Jersey.

The compensation offered to the candidate selected for the position will depend on several factors, including the candidate's educational background, skills and professional experience.

Job Summary

The Customer Success Manager, CSM, of Community Connect is responsible for managing ongoing relationships with Connect sites and serves as the face of the program for their staff and leadership.

This responsibility includes being the champion for Connect site needs and is the liaison between leadership at Connect sites and RWJBH IT teams.

The CSM will collaborate and build relationships internally and externally, working with Connect sites and leaders to identify program priorities and establish and monitor supporting goals for success.

Reporting to the Director of Community Connect, this role will collaborate closely with RWJBH's Epic Community Connect sites and IT Divisions and Departments.

The CSM will oversee all aspects of the Connect site s relationship with RWJBH, serving as the primary point of contact to ensure successful delivery of commitments, address and remove barriers, solve problems, and proactively share RWJBH s long-term vision and strategic roadmap

Essential Functions

• Customer Support & Experience Relationship Management
• Build and maintain strong relationships with key site leaders and executives from each Connect Customer
• Develop account management strategies and operational plans for Connect sites to effectively implement and use the Epic system
• Conduct onsite post-implementation reviews to assess success and gather feedback for future improvements
• Learn organizational strengths and interests of the Connect sites and understand their key drivers for success
• Serve as the primary escalation point for onboarding, training, access, and support needs for Connect sites
• Provide ongoing support through regular meetings and open communication channels, ensuring site satisfaction and success
• Monitor service delivery metrics and identifies areas for improvement
• Assist sites in establishing and maintaining proper intake processes for the various levels of requests [Break-Fix, Optimizations, and Projects]
• Establish effective and consistent communication processes between RWJBH and the Connect customers to ensure appropriate awareness and understanding of Epic upgrades and/or system outages
• Provide high-quality account management and analysis for clinical and operational issues within the Epic Community Connect program
• Promote a compassionate and supportive environment
• Demonstrate effort to provide prompt and consistent service
• Identify issues that arise in the application areas as well as issues that impact other applications and technical teams and working collaboratively to resolve them
• Review the status of projects and issues on an ongoing basis with operational leadership, which includes the creation of status reports
• Review and keep apprised of enhancement and catalog requests aging and progress according to prioritization
• Review the Connect host newsletter to stay in the loop on best practices and upcoming events
• Hold onsite sessions to review and align strategic roadmaps
• Review progress on site specific action plans developed based on annual survey feedback

Planning

• Meet regularly with Connect Customer leadership to keep abreast of organizational plans for expansions of programs, services, and/or locations
• Work with key users to assess their information needs, including and but not limited to physicians, clinicians, and department heads
• Provide direction and advice to senior management in anticipating the information needs of the customer
• Work with application leadership to review and prioritize system requests
• Plan for and assess integration requirements of third-party systems to determine what unique offerings we may allow based on Connect Customer unique needs

Project Leadership & Management

• Function as a Project Manager for projects of small to medium scope and effectively partner with the PMO on projects of large magnitude
• Demonstrate self-direction and ability to manageproject deliverables
• Work collaboratively to ensure the system meets business needs regarding project deliverables and timeline
• Maintain regular communication through active participation in regular project team meetings
• Respond timely to escalation of issues and questions
• Communicate regularly with other leaders to resolve issues, conflicts and application integrations
• Ensure that appropriate subject matter experts are involved in design, configuration and testing sessions
• Facilitate the development of integrated workflows by working closely with the project team, subject matter experts and technical leads to define
• processes that cross applications and functional areas
• Guide workflow design, building and testing the system, and analyzing other technical issues associated with applications they direct
• Hold regular communications with team members to discuss the status of deliverables, shared issues, end-user concerns, budget, and upcoming milestones

Education

Preferred: Master s degree in health care management, Information Technology, Business or related field

Minimum: Bachelor s degree or equivalent years of relevant work experience

Experience

Preferred: Three to Five years experience in successful account management or customer service experience, preferably in healthcare sector, with demonstrated ability to collaborate effectively with customers,

Minimum: Three years relevant experience; knowledgeable of Epic application portfolio

• Experience in understanding what is involved with implementing financial/clinical information systems and/or large-scale and complex standardization and implementation of an enterprise EHR or large application suite
• Superior organizational and people management skills
• Superior ability lead and interact with multidisciplinary teams
• Demonstrated ability to align and motivate key process stakeholders, clinical and financial and/or business and administrative staff
• Strong communication skills and ability to manage conflict in a variety of situations
• Strong oral and written presentations skills
• Demonstrates strong ability to motivate and organize teams
• Demonstrated workflow process analysis and design, communication and interpersonal skills, facilitation/training skills, project management capabilities, and leadership orientation
• Experience in application s installations and large scale go live projects preferred
• Ability to regularly travel to Connect Sites located throughout New Jersey

Licenses and Certifications: None specified

Interested in learning more about our IT&S team? Check out this video from our leadership team!

Benefits and Perks:

At RWJBarnabas Health, our employees are at the heart of everything we do. Driven by our Total Wellbeing promise, our market-competitive offerings include comprehensive benefits and resources to support our employees’ physical, emotional, financial, personal, career, and community wellbeing. These benefits and resources include, but are not limited to:

Paid Time Off including Vacation, Holidays, and Sick Time
Retirement Plans
Medical and Prescription Drug Insurance
Dental and Vision Insurance
Disability and Life Insurance
Paid Parental Leave
Tuition Reimbursement
Student Loan Planning Support
Flexible Spending Accounts
Wellness Programs
Voluntary Benefits (e.g., Pet Insurance)
Community and Volunteer Opportunities
Discounts Through our Partners such as NJ Devils, NJ PAC, and Verizon
….and more!

Choosing RWJBarnabas Health!

RWJBarnabas Health is the premier health care destination providing patient-centered, high-quality academic medicine in a compassionate and equitable manner, while delivering a best-in-class work experience to every member of the team. We honor and appreciate the privilege of creating and sustaining healthier communities, one person and one community at a time. As the leading academic health system in New Jersey, we advance innovative strategies in high-quality patient care, education, and research to address both the clinical and social determinants of health.

RWJBarnabas Health aims to truly make a unique impact in local communities throughout New Jersey. From vastly improving the health of local residents to creating educational and career opportunities, this combination greatly benefits the state. We understand the growing and evolving needs of residents in New Jersey—whether that be enhancing the coordination for treating complex health conditions or improving community health through local programs and education.

Equal Opportunity Employer
#LI-SK1

At RWJBarnabas Health, our market-competitive Total Rewards package provides comprehensive benefits and resources to support our employees physical, emotional, social, and financial health.

• Paid Time Off (PTO)
• Medical and Prescription Drug Insurance
• Dental and Vision Insurance
• Retirement Plans
• Short & Long Term Disability
• Life & Accidental Death Insurance
• Tuition Reimbursement
• Health Care/Dependent Care Flexible Spending Accounts
• Wellness Programs
• Voluntary Benefits (e.g., Pet Insurance)
• Discounts Through our Partners such as NJ Devils, NJ PAC, Verizon, and more!

RWJBarnabas Health is an Equal Opportunity Employer