Job Description
Facilitates the execution of project management methodology to ensure project development and achievement of goals. The primary responsibilities include project management and customer management. Manages day-to-day operational aspects of projects including scope, time, cost and quality. Responsible for ongoing customer interaction and satisfaction. Works within cross-functional project teams that will maximize organizational performance.
Responsibilities

1. Project management
   1. Oversees all aspects of assigned Community Connect projects utilizing FMOLHS project management mythologies and software to actively manage multiple concurrent Epic implementations. Coordinates and completes projects across organizations including setting deadlines, assigning responsibilities, budgets, and monitoring and summarizing progress throughout the project.
   2. Develops and tracks project plans. Conducts a business analysis on assigned projects, including gathering customer and user requirements, and defining functional requirements. Establishes and maintains project communications and sets quality and performance standards. Provides ongoing support for teams members during all phases of projects.
   3. Leads operational project teams to ensure maximum performance. Provides purpose and direction to team, and clearly communicates deliverables and success criteria. Provides ongoing support of solutions before, during and after project phase.
   4. Coordinates with team members' designated direct manager(s) to ensure staff has the training and expertise necessary for effective implementation of product. Works closely with EPIC management to resolve any personnel issues and ensure adequate resources are available to Community Connect to achieve goals. Develops contingency plans for times when resources are not within Community Connect control.
   5. Responsible for day to day customer interaction and ongoing customer satisfaction during implementation. Sets and manages customer expectations and communicates effectively to identify needs and evaluate alternative business solutions.
   6. Develops and maintains accurate records for use in evaluating organizational performances. Identifies ways of improving current services and consults with management on issues and problems.
   7. Actively manages vendor and contractor agreements to support implementations.
2. Customer management
   1. Establishes productive, professional relationships and trusted-advisor status with key customer stakeholders in assigned customer accounts. Responsible for day-to-day customer interaction and ongoing customer satisfaction. Sets and manages customer expectations and communicates effectively to identify needs and evaluate business solutions.
   2. Serves as a product and industry expert that clients rely upon to get the most value out of Community Connect products and services. Delivers service that is personalized, high quality, and strongly valued by the client. Serves as liaison between customers and technical experts.
   3. Maintains strong customer relationships after implementation is complete. Develops a communication timeframe to ensure clients are contacted regularly to ensure on-going satisfaction with the product and identify areas where opportunities for enhanced satisfaction may be found. Resolves customer issues/problems, researches and makes recommendations for potential product enhancements or modifications to increase effectiveness of product. Provides Revenue Cycle support to ensure that each customers' AR is where it is expected to be, to review available reporting tools with client personnel, and make recommendations for improvements as needed.
   4. Provides Service Delivery reports within agreed-upon schedule (or on request), including management and account performance reports to Program Management.
   5. Develops ongoing maintenance schedule of Service Level Agreements for Hosting Services provided to business units ensuring Community Connect customer SLAs are fully supported. Attends client service review meetings; areas covered will include SLA performance reports, critical outage events, service improvement register, quality, and process improvements.
   6. Works closely with the Epic training team to develop and facilitate workshops and training courses for Epic processes and workflows, such as EpicCare EMR, Practice Management and Billing. Ensures customer satisfaction with effectiveness of staff training; monitors on-going training needs and facilitates additional training as needed.
   7. Maintains current knowledge of changes in the industry and/or to specific products employed by customers. Collaborates with FMOLHS IS Epic teams to determine need for upgrades, patches, and other changes needed to keep products up-to-date and at peak efficiency. Makes recommendations to clients for necessary changes and serves as liaison to schedule implementations; cycles back into project management mode as needed to lead teams for new installations and updates.
3. Performs all other duties as assigned
   1. Constantly monitors regulatory activities, changes and trends to maintain authoritative knowledge level on issues within area of expertise. Drives process improvement and resulting value into the system.
   2. Provides next level technical support when needed to the service desk team when appropriate.
   3. Schedules and attends regular meetings with the Community Connect management, within established timeframes, to ensure continuous improvement and adherence to IS Service Delivery standards and policies. Provides input for continued development of Service Catalog workflows and processes.
   4. Performs all other duties as assigned.

Qualifications
Experience 5 years experience in project management, physician clinic management utilizing an electronic medical record and practice management system, or IT service delivery; 2 years leading projects and/or leading people (years may be concurrent)
Education
Bachelor's degree or 4 years professional/exempt-level experience
Special Skills
Superior customer service skills Good interpersonal/human relations skills Good oral and written communication skills Good problem solving and critical thinking skills Good time management/prioritization skills
Licensure
Attend and achieves applicable Epic education course certification within ninety days of training implementation