- Data: integrate data in a flexible, open & scalable platform to power healthcare’s digital transformation
- Analytics: deliver analytic applications & services that generate insight on how to measurably improve
- Expertise: provide clinical, financial & operational experts who enable & accelerate improvement
- Engagement: attract, develop and retain world-class team members by being a best place to work
Role: Customer Success Manager
Team: Embedded Refills
Location: US Remote
Travel: none anticipated
**This position is currently not eligible for visa sponsorship**
Summary
The Customer Success Manager is responsible for ongoing management and support of the Embedded Refills product as well as key relationships with hospital stakeholders. In this role, you will partner with customers to drive their adoption of the product, optimize workflows over time, and drive long-term relationships through technical expertise.
As a company, we’re committed to being the catalyst for massive, measurable, data-informed healthcare improvement.
What you'll own in this role:
- Maintain and optimize the clinical and operational workflows of our products within enterprise health systems through technical expertise, clinical knowledge, and support activities.
- Proactively manage existing customer accounts to ensure efficiency and quality gains are maintained while building strong, long-term relationships with executives, clinical managers, and end users.
- Leverage your expert knowledge of ambulatory clinical workflows and Embedded product capabilities to drive product adoption and create best practices.
- Partner with the Sales and Account Executive teams to enable renewals, upsells and expansions.
- Facilitate protocol and workflow consensus processes with customer’s clinical and operational stakeholders.
- Utilize reporting databases to lead data-driven conversations with customers and internal stakeholders.
- Partner with Technical Success Managers to ensure customer needs are met for seamless Electronic Medical Record integrations and maintenance.
- Develop, maintain, and deliver tools for customer education and optimization.
- Build and configure Embedded systems for each customer.
What you bring to this role:
- At least 2 years of experience in the healthcare industry including direct EMR experience (preferably Epic, Athena, and/or Cerner), project management, and/or regulatory functions.
- Strong attention to detail coupled with clear communication (written and verbal) skills.
- Experience leading clinical conversations at all levels of the healthcare system from C-suite to end users.
- Capable of managing multiple competing priorities and customers.
- Familiarity with medical terminology, primary care prescription drugs, and protocols.
Preferred Experience & Education
- Experience in ambulatory care setting, preferably Primary Care
- Prior Health IT SaaS experience, especially in Implementation or Customer Success
- Advanced Excel skills, proficient or basic knowledge of SQL
Information Security and Compliance Responsibilities:
- Maintain compliance with training directives required by the organization pertaining to Information Security, Acceptable Use Policy and HIPAA Privacy and Security.
- Adhere to and comply with the organizations Acceptable Use Policy.
- Safeguard information system assets by identifying and reporting potential and actual security events to the organizations Security and Compliance Officers.
The above statements describe the general nature and level of work being performed in this job function. They are not intended to be an exhaustive list of all duties, and indeed additional responsibilities may be assigned by Health Catalyst.
Studies show that candidates from underrepresented groups are less likely to apply for roles if they don’t have 100% of the qualifications shown in the job posting. While each of our roles have core requirements, please thoughtfully consider your skills and experience and decide if you are interested in the position. If you feel you may be a good fit for the role, even if you don’t meet all of the qualifications, we hope you will apply. If you feel you are lacking the core requirements for this position, we encourage you to continue exploring our careers page for other roles for which you may be a better fit.
At Health Catalyst, we appreciate the opportunity to benefit from the diverse backgrounds and experiences of others. Because of our deep commitment to respect every individual, Health Catalyst is an equal opportunity employer.
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What We Do
Health Catalyst is dedicated to enabling health care organizations to fundamentally improve care by building the most comprehensive and fully integrated suite of healthcare data warehousing and process improvement solutions available.
Health Catalyst was formed by a group of healthcare veterans with vast data warehousing and quality improvement experience. Our founders and executives collaborated for nearly a decade to revolutionize clinical process models using analytics. During development, they faced numerous hurdles in the quest to develop a data warehouse that could handle the complexities unique to healthcare data.
After determining that the predominant approaches to data modeling weren’t effective for healthcare data, they discovered the solution, which is now known as the Adaptive Data Architecture. Using a late-binding bus architecture, Catalyst’s adaptive data model is agile, flexible, and can be implemented in a matter of weeks compared to the months or years traditional approaches require. Today at Health Catalyst, you’ll work with a team of experts who know that healthcare needs to change—and have made the change it needs a reality.
Transforming healthcare is our passion.
