Program Mgr - CareConnect
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POST DATE 5/2/2020
END DATE 7/31/2020
MultiCare Health System
JOB DESCRIPTIONPOSITION SUMMARY:
Care Connect is MultiCare s Software as a Service (SaaS) offering of the Epic Electronic Health Record to Community clinics and hospitals in the PNW. CareConnect is an important strategic program that works to fulfill MultiCare s mission of Partnering for healing and a healthy future. The Program Manager will oversee and provide direct leadership to the CareConnect Program, its operations, and services to include the management of the CareConnect Account Team and Customer Relationship Management.
Manages the CareConnect program; build and strengthen strategic partnerships in the community and regions aligned to MultiCare s growth strategy with focus on increasing value year over year through strong offerings, outstanding customer support, and process improvement.
*Flex the program to achieve success as it grows into new markets and offerings, working alongside the Director to achieve strategic opportunities
*Ensures support processes are maintained, created as needed, and optimized
*Seeks ways to add value to the customers through strong and relevant offerings/add-on services
*Identifies trends, performs program gap analysis/risk analysis, reviews metrics/surveys/customer feedback and works with leaders in IS&T and other MHS services lines to strengthen the CareConnect offering
*Manages contracts and compliance, invoicing, audits, policies and procedures and other management activities while ensuring alignment with Anti-kickback and Stark regulations and other government regulations
Manages a high performing Account Team providing effective direction to support the customer relationships
*Mentor Account Team on best practices in customer support
*Serve as escalation point for client issues
*Manage program and personal goals throughout the year, administer annual performance reviews
*Attend periodic meetings with Account Managers
Seven (7) years of professional experience in the information services and/or health care industries
Experience with Epic required, Prior Certification a plus
Previous experience and demonstrated skills in progressive management roles: four (4) years of experience in a supervisory or lead capacity
Previous experience with Account Management, Business Development, Proposals, Negotiations, and Implementations
Bachelor s degree in related field; Graduate Degree preferred
MultiCare is an equal opportunity employer. Hiring decisions are made without regard to race, color, religion, national origin, sexual orientation, gender identity, disability or veteran status. EOE/AA/M/F/D/V