Description

JOB PURPOSE:
Provides high quality account management and analysis for an array of clinical and operational issues for Affiliate physician practices within the Epic Community Connect program. Develops account management strategy and operational plan for affiliate practice base, in order to successfully integrate the Epic ambulatory platform within the practice operations. Partners with affiliate practice and Connect leaders to identify program priorities, setting supporting goals and objectives that support the overall success of the program. Acts as the primary point of escalation for Community Connect Affiliate practice management for all onboarding, training, access and support needs. Supervises: Community Connect Application Training Specialists staff and other support staff as assigned.

KEY RESPONSIBILITIES:
Acts as the primary point person for Practice Managers associated with Community Connect.
• Develops and executes Account Management program for all affiliate practices.
• Serves as the primary point of escalation for affiliate Practice Managers regarding any support related issues.
• Collaborates with practice administration leadership on a routine basis to identify workflow issues, trends, and to follow through to resolution.
• Provides daily work direction for Application Training Specialist (ATS) staff regarding break/fix, training, or optimization requests.
• Primary point person for all affiliation practice communication. Responsible for delivering all information on down times, upgrades, build freezes, or other Epic-related updates as they arise.
Designs, maintains and oversees the end user & provider training program, and operational readiness programs, for the Community Connect program:
• Direct Supervisor for Community Connect Application Training Specialist (ATS) staff.
• Coordinates all affiliate new hire end user/provider training and onboarding education.
• Collaborates with affiliate Practice Managers to identify areas needing specific training.
• Develops Super User program for new implementations.
• Works with affiliate Practice Managers to identify opportunities to improve front line knowledge to enhance the customer and patient experience.
• Provides daily direction of ATS staff based on client needs.
• Develops and executes operational readiness programs for new implementations.
• Provides on-site support for affiliate Epic implementations during the initial go-live phase.
• Coordinates classroom training for Community Connect, including all logistical aspects and communication.
• Conducts monthly meetings to insure training staff have the resources they need to be successful.
• Solicits feedback from end users on their training experience.
• Maintains accurate training records for Community Connect end users.
• Insures all training materials are up to date and accurate.
• Manages Epic online learning modules for Community Connect users.

• Responsible for all Access Management at Community Connect sites, translating operational & clinical needs into appropriate Epic functional solutions.
• Processes all incoming access requests in HEAT for Affiliate physician practices and hospitals.
• Requests ancillary application access based on user role (PACS, EDMS, Entrust, Tableau, Nextgen, Village).
• Insures appropriate contracting/BAA agreements for new Affiliate physicians are complete prior to requesting network and Epic access.
• Initiates support requests in HEAT to the Access Management team for all new hire and new implementation access creation.
• Insures correct Epic security is requested by user role and credentials.
• Collaborates with Access Management regarding network, portal, Epic and AD configuration are complete and accurate.
• Insures training requirements have been met prior to network access released to end users.
• Distributes user credentials to Affiliate management through secure means.
• Manages all access terminations for Affiliate practices and hospitals.
• Coordinates network and Epic access for affiliated physician practices’ 3rd party vendors.
• Ensures 3rd party vendors have Epic approval and contracting has been completed per Piedmont and Epic compliance.
• Monitors affiliated practices to ensure they follow proper approval and contracting conditions that are stated in Piedmont and Epic agreements.

KNOWLEDGE, SKILLS, ABILITIES
• Decision Making - Able to make independent decisions of a complex nature. Scope at department and customer department level. Able to foster good decision making skills for co-workers.
• Analysis and Problem Solving - Able to analyze multiple complex situations to create and implement solutions. Scope at department and customer department level.
• Communication - Able to communicate complex ideas and information using a variety of media. Very good written, verbal, and presentation skills at peer, customer, and leadership level. Able to model and foster good communication skills for co-workers. Communicates Piedmont and PHC IS related information to staff.
• Teamwork and Customer Service – Able to effectively lead large group efforts involving people from multiple teams. Models and establishes collaborative and service oriented environment while enforcing standards of good service.
• Fiscal Responsibility - Models fiscally prudent behavior and ensures adherence to budgetary policies. Manages resources within budget parameters, and able to provide input into the budgeting process.
• Process Adherence - Adheres to all defined organizational processes and ensures others adhere to processes. Seeks out ways to improve processes.
• Co-Worker Development - Regularly establishes goals with co-workers. Regularly provides feedback, encouragement, or counseling to co-workers to optimize performance. Provides input into career development, and establishes a positive, respectful working environment
• Group Facilitation - Effectively oversees a dynamic group of co-workers and fosters an environment that clearly defines job roles duties and expectations.
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