Client Engagement Managers focus on initiating, building, and maintaining trust-based relationships with our clients. In this role, you will be their primary point of contact - understanding their ambitions, listening to their challenges, and working across teams to inform and coordinate solutions.
You’ll play a key role in post-activation customer service for the Epic Connect hospitals and physician practices that receive their EHRs through our partnership with Providence. You will integrate closely with Providence Information Services (IS) application and technical teams, regional and ministry customers, and support and outreach teams to support the Connect client's satisfaction with the Connect program.
You will work under moderate supervision as you develop proficiency within your discipline, conducting work of increasing complexity and contributing to team objectives and outcomes.
The role you play
An effective Client Engagement Manager will help the organization on a whole achieve success through:
Client Management
- Living our Tegria values: Respect Every Person, Act with Integrity, Strive for Better, Embrace Change, Deliver as a Team
- Ensuring implemented clients are onboarded, engaged, and successfully converted to become active and satisfied clients
- Owning the retention of a portfolio of Epic Connect clients within a regional or state geography
- Driving revenue through account engagement and product knowledge, day-to-day services oversight, and problem-resolution with a focus on operational engagement Providing product and project planning, including participating in intake and representation of product requests and new projects to IS
- Executing regular communication and outreach to existing clients to maintain and foster positive relationships at an operational level
- Informing clients of new product and service offerings
- Coordinating calls and online or in-person meetings with clients on a regular basis
- Ensuring the client engagement director is informed of major client changes, issues, and decisions
- Understanding how client operations are using the electronic health record, recognizing customer needs, monitoring issues, gathering major new change or product priorities and observing/communicating trends to client engagement director
- Tracking the performance of support service level agreements and targets (SLA/SLT), and proactively communicating performance with clients
- Enhancing client support through interpersonal relationships with IS analysts, supervisors, and managers
- Participating in sales activities such as demos and events for prospective clients to assist with responses to product functionality and process questions
- Familiarizing yourself with all client-, project-, and product-related decisions, concerns, and changes and translate these to client(s)
Internal Work
- Contributing regularly to the team and parent company’s content pipeline to highlight client success stories General
General
- Complying with all HIPAA policies, procedures, and training requirements
- Consulting with more senior team members on work approach and work product
- Contributing to team objectives and outcomes
- Developing your skill set and increasing your proficiency in your discipline
What we’re looking for
We expect:
- 2+ years of experience in customer service, client service or account management with progressively increasing responsibility and success
- 2+ years of experience with Epic clinical or financial applications, or equivalent EHR systems experience
- Capable of and comfortable with working remotely
- Capable of and comfortable with traveling to client sites as needed
- Able to work successfully with moderate supervision and latitude for independent judgement
- W2 project-based consultants will be expected to provide a computing device that adheres to industry standards and security best practices to use in satisfying the Project Services on behalf of Tegria.
We'd love to see:
- Bachelor’s degree in business, marketing, communications, or healthcare-related concentration (or equivalent education/experience)
- 2+ years of professional experience delivering project or program enhancements within a healthcare organization or healthcare consulting practice
- Epic clinical application or informatics certification
Success Criteria
People who are successful in this role…
- Are independent and can create and manage workplans individually
- Are comfortable operating without predefined deliverables or boundaries
- Display a bias to action and are energized by, not paralyzed by, problems
- Deliver presentations with confidence and flair
- Communicate in a manner that resonates clearly with the intended audience
- Are clear and concise in their written and verbal communication
- Can anticipate issues and escalate effectively
- Believe they have input and the ability to influence the process
- Are adaptable and flexible – willing to adjust their approach to the scenario
- Are willing to push their comfort zone and be a team player
- Make commitments – and keep commitments
- Learn from their mistakes and create a safe environment for others to make mistakes and learn
- Invest time in people, display compassion, and listen intently
- Enjoy teaching and helping others grow
Need a few more details?
Compensation: $75,000-90,000/yr.
Status: Exempt | Full-time
Eligibility: Must be legally authorized to work in the United States without sponsorship
Work Location: This position is remote. Must work in a location within the United States.
Travel: Minimal (less than 10%)
Benefits Eligibility: Eligible
Now, a little about us ...
At Tegria, we tackle challenges both big and small to help move healthcare forward. We draw from our extensive experience and partnerships across healthcare and technology to help our clients enhance technology, financial performance, operations, and care delivery.
And at the very core of this vital work is our incredibly talented people.
People with different backgrounds who welcome challenge and change. People who listen first, ask hard questions, and make decisions to cultivate a culture of equity and inclusion. People who chase after goals, growth, and generosity.
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Perks and benefits
We’ve carefully designed our benefits package to meet you wherever you are in your life and career.
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Your health, holistically. We offer a choice of multiple health and dental plans with nationally recognized networks, as well as vision benefits, a total wellness program, and an employee assistance program for you and your family.
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Your financial well-being. We offer competitive wages, retirement savings plans, company-paid disability and life insurance, pre-tax savings opportunities (HSA and/or FSA), and more.
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And everything in between. Our lifestyle benefits are unrivaled, including professional development offerings, opportunities for remote work, and our favorite: a generous paid-time-off program, giving you the flexibility to plan a vacation, take time away for illness (or life’s important events), and shift your schedule to accommodate those unexpected curve balls thrown your way.
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Tegria is an equal employment opportunity employer and provides equal employment opportunities (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. All qualified candidates are encouraged to apply.