What are the responsibilities and job description for the Customer Relationship Manager, APeX Community Connect position at University of California - San Francisco?
The Customer Relationship Manager, APeX Community Connect is a key role in supporting UCSF Community Connect across the organization. The role will integrate closely with UCSF Clinical Systems, Information Technology, support teams and operations to support the Community Connect customer's lifecycle engagement with the UCSF Community Connect Program.
The Customer Relationship Manager is accountable for supporting customer-satisfaction and Epic system integration efforts across their assigned clients. The role will:
- Cultivate a collaborative and effective environment through positive and productive relationships with customers
- Proactively communicate delivery and support performance with customer clinics and providers
- Participate in pre-contracting activities, workflow preview demonstrations for prospective clients, and responding to system functionality questions
- Participation in planning, implementation and go-live activities which may include being on site with the client, gathering questions, providing training, etc., tracking issues and requests
- Partners with the implementation teams to ensure a smooth transition back to the post-go-live support team, including familiarity with project decisions, content, issues and outstanding optimization requests, decision tracking, and engaging governance with decision documents and change requests
- Supports clients during post go-live stage by facilitating decision and change requests and issues resolution, serving as primary contact for the region and the Community Connect program and making regularly scheduled visits to each Community Connect customer
- Partner with UCSF Community Connect leadership to plan, prepare and conduct Community Connect user group focus meetings, which include but are not limited to issue discussion, lessons learned, system development updates, functionality voting, communication and upgrade planning
- During visits, observe use of software, make recommendations (tips and tricks), and facilitate workflow and role optimization in the use the system that doesn't involve build; recognize the customer needs and monitor trends across sites
- Track and monitor performance of Service Level Targets (SLTs) between Community Connect, clinics, and vendors
- Understand and support UCSF Policies and Procedures in support of EHR utilization (e.g. Change Management, Governance, Privacy & Security)
- Uses appropriate tools for documentation, communication and collaboration as defined by UCSF policies and procedures
Required Qualifications
- Bachelor's degree in health care information technology, nursing, computer science, or related area
- A minimum of 5 years consulting and/or healthcare industry experience
- Broad knowledge of applicable program policies, practices and systems.
- Must have strong verbal and written communication skills.
- Position requires strong interpersonal communication, group process development, meeting facilitation, conflict resolution skills and ability to work effectively across the organization at all levels
- Strong client services orientation, listening, critical thinking and analytical skills
- Must be able to travel based on client and business needs
- Strong collaborative skills required to work with other locations/departments
- Demonstrated management and conflict resolution skills to effectively lead and motivate others
- Proven skills to quickly evaluate complex issues and identify multiple options for resolution.
- Strong skills in organization and customer service to effectively manage multiple important priorities
- Use of MS Office Products (Word, Excel, Project, Visio, PowerPoint)
Preferred Requirements
- Master's Degree - MBA / MPH
- Epic Systems Certifications in (Ambulatory, Cadence / Prelude / Professional Billing or other)
- Proven ability to influence/persuade all levels of staff
- Deep understanding of healthcare regulatory and legislation issues, such as Meaningful Use, ICD-10, ACOs, Clinical Transformation, etc.
- Strong working knowledge of the Epic application suite
About UCSF
The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. We bring together the world's leading experts in nearly every area of health. We are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells.
Pride Values
UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence - also known as our PRIDE values.
In addition to our PRIDE values, UCSF is committed to equity - both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available here.
Join us to find a rewarding career contributing to improving healthcare worldwide.
Equal Employment Opportunity
The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.
Salary Information
The final salary and offer components are subject to additional approvals based on UC policy.
Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement.
To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html
Required Qualifications
- Bachelor's degree in health care information technology, nursing, computer science, or related area
- A minimum of 5 years consulting and/or healthcare industry experience
- Broad knowledge of applicable program policies, practices and systems.
- Must have strong verbal and written communication skills.
- Position requires strong interpersonal communication, group process development, meeting facilitation, conflict resolution skills and ability to work effectively across the organization at all levels
- Strong client services orientation, listening, critical thinking and analytical skills
- Must be able to travel based on client and business needs
- Strong collaborative skills required to work with other locations/departments
- Demonstrated management and conflict resolution skills to effectively lead and motivate others
- Proven skills to quickly evaluate complex issues and identify multiple options for resolution.
- Strong skills in organization and customer service to effectively manage multiple important priorities
- Use of MS Office Products (Word, Excel, Project, Visio, PowerPoint)
Preferred Requirements
- Master's Degree - MBA / MPH
- Epic Systems Certifications in (Ambulatory, Cadence / Prelude / Professional Billing or other)
- Proven ability to influence/persuade all levels of staff
- Deep understanding of healthcare regulatory and legislation issues, such as Meaningful Use, ICD-10, ACOs, Clinical Transformation, etc.
- Strong working knowledge of the Epic application suite
Equal Employment Opportunity: The University of California San Francisco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.