Client Success Manager, Epic

Posting Date

Job Overview:

We are seeking a dynamic and results-driven Epic Client Success Manager to lead nephrology practices through the achievement of clinical outcomes within a value-based care program. In this role, you will work closely with nephrology practices to promote the successful use of Epic EMR tools and solutions to improve patient care, optimize clinical workflows, and achieve the goals set by value-based care programs. Your efforts will directly contribute to improved patient outcomes, increased operational efficiency, and enhanced financial performance in alignment with quality measures and value-based reimbursement models.

The ideal candidate has experience working with Epic systems in a healthcare setting, understands the unique needs of nephrology practices, and has a strong focus on value-based care initiatives.

Key Responsibilities:

• Value-Based Care Program Guidance:
  • Work with nephrology practices to promote adoption of value-based care strategies using Epic EMR solutions, focusing on improving clinical outcomes and meeting program requirements.
  • Serve as the primary advisor for practices in the value-based care program, guiding them through the use of Epic tools to optimize clinical workflows and achieve specific quality measures and performance goals.
  • Provide strategic insight into value-based care initiatives, helping practices understand and meet clinical, operational, and financial objectives set by the value-based program.
• Clinical Workflow Optimization:
  • Collaborate with practice managers, clinical teams, and IT staff to assess and optimize clinical workflows in Epic, ensuring they align with value-based care objectives.
  • Identify opportunities for process improvement to enhance care coordination, patient engagement, and clinical decision-making using Epic EMR.
  • Assist practices in implementing evidence-based guidelines and pathways to support high-quality, efficient patient care within the value-based care framework.
• Performance Monitoring & Metrics:
  • Regularly track and monitor clinical performance metrics, including quality measures, patient outcomes, and operational efficiency, to ensure nephrology practices are on track to meet value-based care goals.
  • Leverage Epic analytics and reporting tools to provide practices with insights into performance gaps and areas for improvement.
  • Work with practices to develop and implement action plans based on performance data to improve patient care and clinical outcomes.
• Client Relationship Management:
  • Build and maintain strong relationships with key stakeholders in nephrology practices, including physicians, nurses, and practice administrators.
  • Act as a trusted advisor, helping practices navigate the complexities of value-based care, ensuring their goals are met, and fostering long-term partnerships.
  • Proactively identify and address challenges that may hinder the success of value-based initiatives, ensuring high levels of client satisfaction.
• Education and Training:
  • Provide training and support to clinical and administrative staff on Epic tools and workflows related to value-based care, focusing on system optimization to improve patient outcomes and efficiency.
  • Lead workshops, webinars, or one-on-one sessions to educate practices on how to leverage Epic EMR features to support value-based care programs, clinical decision-making, and reporting.
• Cross-Functional Collaboration:
  • Collaborate with internal teams (e.g., product, implementation, and support teams) to address client needs, escalate issues, and drive product improvements that align with the value-based care objectives of nephrology practices.
  • Work closely with payer partners and other external stakeholders to ensure alignment between Epic system capabilities and program requirements.
• Client Satisfaction and Retention:
  • Focus on driving customer satisfaction by ensuring that nephrology practices meet or exceed their value-based care targets and experience measurable improvements in patient care and financial performance.
  • Develop and implement strategies to improve client retention by enhancing their overall experience with Epic and value-based care program participation.
• Reporting and Documentation:
  • Prepare and present regular reports on client performance, challenges, and successes to senior management.
  • Maintain detailed records of client interactions, program progress, and performance metrics to track progress over time and identify areas for continued improvement.

Qualifications:

• Education: Bachelor's degree in Healthcare Administration, Nursing, Information Technology, or related field. Master's degree is a plus.
• Experience:
  • Minimum 3-5 years of experience in healthcare IT, with at least 2 years in value-based care programs or client success management.
  • Hands-on experience with Epic EMR, particularly in clinical workflows, reporting, and performance analytics. Experience in nephrology is highly desirable.
  • Familiarity with value-based care models, quality measures, and performance improvement strategies.
• Skills:
  • Strong knowledge of value-based care models, clinical quality measures, and how technology supports clinical outcomes.
  • Experience with data analytics tools and the ability to translate data into actionable insights.
  • Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with both clinical and administrative staff.
  • Strong problem-solving skills, with the ability to analyze complex issues and provide effective solutions to clients.
  • Experience in change management and process improvement in clinical settings.
  • Proficiency in Microsoft Office Suite and Epic tools (e.g., Epic Reporting Workbench, Epic Cogito) is highly desirable.

Key Attributes:

• Client-Centric: Deep commitment to understanding client needs and delivering solutions that drive success.
• Strategic Thinker: Ability to analyze complex healthcare data, understand business goals, and recommend actionable strategies for improvement.
• Proactive: Ability to anticipate client challenges and address them before they become issues.
• Collaborative: Strong team player, able to work cross-functionally with both internal and external stakeholders to achieve success.
• Results-Oriented: Focused on achieving measurable outcomes, including improved clinical performance, patient outcomes, and client satisfaction.

Why Join Us:

This is an exciting opportunity to make a significant impact on the success of nephrology practices by driving the adoption of value-based care practices and improving patient outcomes through Epic EMR solutions. As an Epic Client Success Manager, you will be at the forefront of helping healthcare organizations optimize their use of technology to achieve better clinical results and financial outcomes, while fostering long-term partnerships and satisfaction.

What We'll Provide:

More than just pay, our DaVita Rewards package connects teammates to what matters most. Teammates are eligible to begin receiving benefits on the first day of the month following or coinciding with one month of continuous employment. Below are some of our benefit offerings.

• Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out
• Support for you and your family: Family resources, EAP counseling sessions, access Headspace, backup child and elder care, maternity/paternity leave and more
• Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita's online training platform StarLearning.

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This position will be open for a minimum of three days.

Salary/ Wage Range

Compensation for the role will depend on a number of factors, including a candidate's qualifications, skills, competencies and experience. DaVita offers a competitive total rewards package, which includes a 401k match, healthcare coverage and a broad range of other benefits. Learn more at https://careers.davita.com/benefits

Colorado Residents: Please do not respond to any questions in this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process. You will not be penalized for redacting or removing this information.