Kettering Health Network

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Connect Success Rep - IS Project Management

Posted Date 15 hours ago(12/24/2025 2:35 PM)
Job ID
2025-57457
Job Category
Information Technology
Job Type
Full-Time
Shift
First Shift
Department
973093 - IS PROJCT MGMT OFF
FTE
80 Hours Per Pay Period/FTE 1.0
Job Code
127260

Job Details

Support Services | Miamisburg|Full Time | Days

Responsibilities & Requirements

Job Requirements:

• Associate degree or equivalent combination of education, certification, and experience
• 3+ years of experience working in a healthcare environment, preferably in a hospital system setting
• 2+ years of experience as a user of the Epic EMR
• 2+ years in a service-related role, requiring routine customer/patient interaction[Ohio, United States] Other
• Epic Customer Success training within 1 year of hire
• Strong communication and interpersonal skills
• Knowledge of healthcare workflows and processes
• Certifications related to Epic EMR implementation or support preferred but not required
• Ability to build and maintain positive relationships with clients
• Excellent problem-solving and analytical skills
• Proficiency in using technology and software applications
• Knowledge of how to leverage data analytics and reporting tools
• Presentation skills, necessary for client reviews
 
Job Responsibilities:
  • Develop and maintain strong relationships with key stakeholders within client organizations,
    including IT leadership, clinical staff, and end-users.
    • Understand customer goals and priorities through both virtual and on-site interactions
    • Develop and implement plans to achieve customer goals with Epic
    • Serve as the primary point of contact for clients throughout the implementation and adoption
    process.
    • Hold performance reviews with clients
    • Proactively communicate with end-users and address their needs
    • Monitor customer satisfaction and identify areas for improvement
    • Maintain coverage of up to Connect 20 practices or 75 total providers
    • Customer Satisfaction:
     Customer Satisfaction Survey scores
     Ticket resolution time
    • Adoption and Usage:
     MyChart adoption rate
     Contract renewal rate
     Feature usage metrics
    • Project Success:
     On-time project delivery
     Project budget adherence
     Customer satisfaction with project outcomes

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