Community Connect IT Account Manager - UnityPoint Health

The Community Connect IT Account Manager will be responsible for supporting the customers, including managing the relationship between UPH and the Executives, Clinical and Revenue Cycle customers, coordinating ongoing support to ensure that the customer continues to make effective and appropriate use of Epic and other hosted applications. This role is a customer-facing role which requires work on both strategic, long-term, and short-term plans and projects. The Account Manager also serves as a leader in the department and assists the department director with oversight of team member performance, engagement, and satisfaction.

This individual will preferably reside within the UPH Gegraphical footprint area OR the Greater Des Moines area.

Why UnityPoint Health? 

• Commitment to our Team – We’ve been named a Top 150 Place to Work in Healthcare 2022 by Becker’s Healthcare for our commitment to our team members. 
• Culture – At UnityPoint Health, you matter. Come for a fulfilling career and experience a culture guided by uncompromising values and unwavering belief in doing what's right for the people we serve. 
• Benefits – Our competitive Total Rewards program offers benefits options that align with your needs and priorities, no matter what life stage you’re in. 
• Diversity, Equity and Inclusion Commitment – We’re committed to ensuring you have a voice that is heard regardless of role, race, gender, religion, or sexual orientation. 
• Development – We believe equipping you with support and development opportunities is an essential part of delivering a remarkable employment experience. 
• Community Involvement – Be an essential part of our core purpose—to improve the health of the people and communities we serve. 

Visit us at UnityPoint.org/careers to hear more from our team members about why UnityPoint Health is a great place to work. https://dayinthelife.unitypoint.org/ 

 Relationship Building and Budget Support

· Develop and maintain positive and productive relationships with customers at various levels.

· Develop documentation around the customers' business and technical setup.

· Act as a liaison between UPH IT and customers. Develop and maintain positive and productive relationships with UPH IT teams.

· Understand, research, and communicate program costs to customers. Assist with development of annual service maintenance budget.

· Collect feedback from customers to improve the services offered by the program.

· Identify any training/knowledge requirements for customers.

· Understand regulatory requirements impacting our customers.

· Schedule and lead recurring meetings with customer contact.

· Build and maintains KPI dashboard for each customer.

Project Management

· Leads and coordinates projects as assigned, demonstrating strong organizational and time management skills.

· Analyzes and plans complex projects including task identification, task schedule, status reporting, and facilitates meetings.

· Documents project costs in Statement of Work and communicates project scope to customers.

Tracks project costs and invoice customer at project close.

· Portrays a highly proactive approach to projects.

· Exhibits skill in tracking project progress, timelines and escalates issues/risks appropriately.

· Advocates for standard and best practice solutions as necessary.

· Provide research, scope and discovery for new equipment/service requests. 

Issue Resolution

· Independently supports and resolves complex issues with assigned applications in adherence with

service expectations and change management policies.

· Coordinates resolution between multiple teams to solve issue.

· Applies root cause analysis principles to eliminate issues from occurring in the future if applicable.

· Leads resolution of escalated customer issues and works with multiple parties and/or vendor to

help resolve issue. 

· Ensure customers' support tickets are resolved within the SLA and in a professional manner.

Operational Support and Improvement

· Leads decision-making discussions to determine strategy for implementation of tools and systems.

· Advocates for and acts as an agent of progressive change within the organization and proactively

identifies opportunities for improvement.

· Leads researching solutions to improve service such as processes, standards and/or products.

· Facilitates decision-making or technical solution-oriented discussions with staff.

Compliance and Security

· Acts in accordance with HIPAA standards, regulatory, and security requirements pertaining to

database, server, and/or application management.

· Follows appropriate security processes for supported applications.

Education:

· Bachelor’s degree in a healthcare related field or equivalent experience (minimum three years) in a medical clinic setting or a relevant health care IT role.

· Epic credentialed trainer status for clinical and/or provider curriculum or achieve within a designated timeframe as defined by manager.

Experience:

· Minimum three years in a medical clinic setting or a relevant health care IT role.

· Epic software use in a medical clinic setting

License(s)/Certification(s):

· Valid driver’s license when driving any vehicle for work-related reasons.

Knowledge/Skills/Abilities:

· Writes, reads, comprehends and speaks fluent English.

· Basic computer knowledge using e-mail, SharePoint, and web browsers, and Microsoft office applications including Word, Excel, and PowerPoint.

· Experience with electronic health record functionality.