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Providence Health & Services Client Services Manager - Epic Community Connect in Renton, Washington


Providence St. Joseph Health is calling a Client Services Manager PSJH in Providence Enterprise Information Services in Renton, WA

We are seeking a Client Services Manager to be a key role in post-activation customer service for Epic Connect hospitals and physician practices. Integrates closely with PSJH IS application and technical teams, support teams, regional/ministry customers, and outreach teams to support the Connect client's satisfaction with the Connect program.

In this position you will have the following responsibilities:

  • Assure implemented client accounts are on boarded, engaged and successfully converted to become active and satisfied clients.

  • Ownership for the retention of a portfolio of Epic Connect clients within a regional or state geography.

  • Drive revenue through account engagement and product knowledge, day-to-day services oversight and problem-resolution with a focus on operational engagement.

  • Provide product and project planning, including participating in intake and representation of product requests and new projects to IS and other teams in PSJH.

  • Execute regular communication and outreach to existing clients to foster and maintain positive relationships at an operational level.

  • Inform clients of new product and service offerings and new categories being added to the PSJH Community Technologies portfolio.

  • Set up phone and in-person meetings with all clients on a regular schedule, keeps notes and ensures Executive Sponsor and Client Services Director are informed of major client changes, decisions and issues.


Required qualifications for this position include:

  • Bachelor's Degree in Business, Marketing or Communications.

  • Minimum of five(5) years or more experience in customer service, client service or account management with progressively increasing responsibility and success.

  • Minimum of three(3) years of experience with EPIC clinical or financial applications, or equivalent EHR systems experience.

  • Adopts a long-term perspective in developing mutually successful business relationships.

  • Communicates and relates professionally and effectively with all levels inside and outside the organization in person, on the phone and over email/messaging, in online communities and other forums.

  • Embraces change and is adaptable to fluid situations. Welcomes fresh perspectives, learns from past mistakes and adjusts accordingly.

  • Proven ability to work independently in a team environment. Demonstrates an ability to prioritize multiple objectives in a rapidly changing environment.

  • Flexible methodology and a reliable self-starter.

  • Results oriented while being sensitive to people and team dynamics.

  • Strong interpersonal communication and meeting facilitation skills. Able to communicate customer issues in both oral and written form in terms clearly understood by technical and non-technical audiences.

  • Strong problem resolution skills. Able to anticipate problems and visualize solutions on a proactive basis.

  • Demonstrates the ability to prioritize multiple objectives.

Preferred qualifications for this position include:

  • Coursework/Training in Customer Service, Business Relationship Management, Account Management, Sales.

  • Epic clinical application or informatics certification.

  • Minimum of five(5) or more years of healthcare experience. Knowledge of Providence business processes.

About the department you will serve.

Providence Strategic and Management Services provides a variety of functional and system support services for all eight regions of Providence Health & Services from Alaska to California. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.

We offer a full comprehensive range of benefits - see our website for details

Our Mission

As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.

About Us

Providence Health & Services is a not-for-profit Catholic network of hospitals, care centers, health plans, physicians, clinics, home health care and services guided by a Mission of caring the Sisters of Providence began over 160 years ago. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.

Schedule: Full-time

Shift: Day

Job Category: Project & Program Management (Non-Clinical)

Location: Washington-Renton

Req ID: 243097