UnityPoint Health is seeking a Community Connect IT Account Manager to join our team! This role is responsible for supporting the customers, including managing the relationship between UPH and the Executives, Clinical and Revenue Cycle customers, as well as 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.

Hours: Monday-Friday 8am-5pm

Location: Remote - applicants preferrably reside within the UnityPoint Health footprint of Iowa, Illinois, or Wisconsin 

At UnityPoint Health, you matter. We’re proud to be recognized as a Top 150 Place to Work in Healthcare by Becker's Healthcare several years in a row for our commitment to our team members.  

Our competitive Total Rewards program offers benefits options that align with your needs and priorities, no matter what life stage you’re in.  Here are just a few:      

• Expect paid time off, parental leave, 401K matching and an employee recognition program.   

• Dental and health insurance, paid holidays, short and long-term disability and more. We even offer pet insurance for your four-legged family members.  

• Early access to earned wages with Daily Pay, tuition reimbursement to help further your career and adoption assistance to help you grow your family.   

With a collective goal to champion a culture of belonging where everyone feels valued and respected, we honor the ways people are unique and embrace what brings us together.   

And, we believe equipping you with support and development opportunities is a vital part of delivering an exceptional employment experience. 

Find a fulfilling career and make a difference with UnityPoint Health.

Relationship Building & 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 & 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 & 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 related field preferred or equivalent relevant work experience

Experience:

• 5 years’ experience in external customer support

Licenses/Certifications: 

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

Knowledge/Skills:

• Knowledge of health care organization information systems processes
• Strong communication – written and verbal
• Ability to conduct research into technology issues, standards and products
• Proven analytical and problem-solving abilities
• Able to manage priorities, deadlines, and execute tasks in a high-pressure environment
• Strong customer service orientation
• Advanced critical thinking and problem-solving skills while demonstrating a high degree of objectivity, diplomacy and tact
• The ability to work productively in a fast paced, rapidly changing environment