Classified Title: Epic Community Connect Account Manager Working Title: Epic Community Connect Account Manager Role/Level/Range: ATP/04/PE Starting Salary Range: $68,456 - $94,063 Employee group: Full Time Schedule: 40 / 5 Exempt Status: Exempt Location: 10755 Falls Road Department name: 10002659-SOM Admin CPA Practice Development Personnel area: School of Medicine
The Community Connect Program relies on an ongoing partnership between JHM and our clients to ensure collaboration, success, and customer satisfaction throughout each phase of the Community Connect practice engagement. Both our clients and JHM staff play vital roles in the successful operation of the program. Throughout the process, the Account Manager is JHM's principal contact for the Community Connect practice. The Account Manager position is the key point of contact for client management regarding service performance and successful outcomes. The Account Manager will play a vital role throughout the implementation of services – i.e. coordinating key events, ensuring accountability by both the client and JHM project teams, and providing key support at the client location during the Epic Go-Live events. The Account Manager works under the direction of the Administrator Ambulatory Services Satellites working closely with the IT Director Clinical Practice Association.
Duties & Responsibilities
This position manages the engagement as follows:
Serve as the primary point of contact between JHM and the Community Connect client base.
Coordinate collaborative knowledge transfer and sharing between Community Connect practice and JHM.
Ensure and monitor client alignment with program goals and adherence to responsibilities and commitments.
Monitor and acts on any changes in scope or service levels in conjunction with the Community Connect program and client practice.
Manages Community Connect input on system-wide enhancement requests in accordance with JHM governance structure for Epic Applications.
Communication – Oversees, creates, gathers, and performs essential and regular communications to Community Connect clients. Maintains and coordinates content for communication distribution.
Supports client implementations –
Serves as a conduit between IT team and client during implementations with the main focus on meeting the needs of the client and the agreed upon terms set forth in the project charter and participation agreement. As applicable, holds client accountable to those terms and negotiates resolution for successful outcome.
Coordinates key events between IT and client. This involves communications, coordinating, and collaborating with the client, JHM project team, and training resources. Will assume assigned tasks on various phases of the project implementation with primary emphasis on the client Go Live readiness, and 'boots on the ground' during the Go-Live. Post-Live activities include monitoring issues and support activities, and client practice performance.
The Account Manager delivers engagement services to agreed expectations as follows:
Understands the service priorities and objectives of the Community Connect Program and client Participation Agreement
Addresses any contractual, quality, and support concerns
Ensures that the value (costs and benefits) of work activities are understood, negotiated, and communicated appropriately
Ensures highest quality of service provided to the client:
Identify trends in customer questions and issues
Document and manage customer interactions
Reports on customer satisfaction and service delivery
The Account Manager acts as the strategic liaison between the JHM support teams and the client:
Maintains regularly scheduled communications with the client on a regular basis monthly / quarterly (or other agreed upon schedule) via reoccurring onsite visits and phone meetings as appropriate.
Escalates priority issues or service requests
Proactively addresses open issues or disputes and reviews status with client
Monitors and reports on support performance
Coordinates resources necessary to assist with JHM integrated teams' work efforts
Bachelor's degree required. 3 years' experience operating or implementing an electronic medical record required. Minimum of three years of professional experience in health care management, finance or information systems is required. Master's Degree may be substituted for one year of work experience. Experience with EPIC Community Connect or Epic Ambulatory / Practice Management applications. Must be able to travel to client site locations for meetings and other activities as assigned.
JHU Equivalency Formula: 30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. For jobs where equivalency is permitted, up to two years of non-related college course work may be applied towards the total minimum education/experience required for the respective job.
Master's degree preferred. Experience with Epic preferred. A professional level of knowledge of healthcare data information management in health care administration/policy, business administration, or a related field as well as specialized training in information technology or database management strongly preferred. Proficiency in the use of MS Office; knowledge of JHU policies, procedures, and administrative/financial systems preferred. Previous work experience in administration at a higher education institution with a strong customer service orientation preferred. Focused experience in the practice management and revenue cycle domains. Knowledge of ambulatory workflows and operations – working in an ambulatory setting (primary care or specialty) is strongly desired. Electronic health record implementation management experience. Leading small projects or technical activities. Experience with applications: EpicCare Ambulatory or Epic Resolute Professional Billing (strongly preferred).
Epic certification in EpicCare Ambulatory or Epic Resolute Professional Billing (strongly preferred).
Special knowledge, skills, and abilities
Must be able to communicate effectively with all levels of staff and management including, JHM personnel, department heads, vendors, and consultants. Must have demonstrated skills working and responding to various customer requests for data and information. Must have solid analytical management skills. Requires the ability to deliver end user reports and information within established timeframes.
Ability to make independent judgments and to act on decisions on a daily basis. Ability to work for long periods of time without direction.
Ability to prioritize own work and work of staff as needed. Ability to work with flexibility on several tasks simultaneously and to meet various concurrent deadlines.
Very strong organizational skills, analytical and problem solving abilities, and attention to detail.
Ability to maintain confidentiality.
Assist Community Connect Program leadership as needed with assignments and special duties.
Technical qualifications or specialized certifications
Preferred Epic certification in EpicCare Ambulatory or Epic Resolute Professional Billing
Any specific physical requirements for the job
Able to sit in a normal seated position for extended periods of time.
Able to reach by extending hand(s) or arm(s) in any direction.
Finger dexterity required, able to manipulate objects with fingers rather than entire hand(s) or arm(s), e.g., use of computer keyboard.
Able to communicate using the spoken and written word.
Able to see within normal parameters and to hear within normal range.
Able to move about.
Able to lift minimum weight, 10 lbs.
The successful candidate(s) for this position will be subject to a pre-employment background check.
If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the HR Business Services Office at email@example.com. For TTY users, call via Maryland Relay or dial 711.
The following additional provisions may apply depending on which campus you will work. Your recruiter will advise accordingly.
During the Influenza ("the flu") season, as a condition of employment, The Johns Hopkins Institutions require all employees who provide ongoing services to patients or work in patient care or clinical care areas to have an annual influenza vaccination or possess an approved medical or religious exception. Failure to meet this requirement may result in termination of employment.
The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.
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