Join one of the nation’s leading and most impactful health care performance improvement companies. Over the years, Health Catalyst has achieved and documented clinical, operational, and financial improvements for many of the nation’s leading healthcare organizations. We are also increasingly serving international markets. Our mission is to be the catalyst for massive, measurable, data-informed healthcare improvement through:

• 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: Population Health (Embedded)

Location: US Remote

Travel: less than 10%, US

Summary

The Customer Success Manager is a highly visible role, responsible for ongoing management and support of EMR embedded refill protocols, care due messages, and other related functionality for enterprise customer accounts.

As a company, we’re committed to being the catalyst for massive, measurable, data-informed healthcare improvement. Our Customer Success Managers contribute to this vision by ensuring customers experience the full value and potential of the products and services offered by being leading experts in the field of medication refills within ambulatory care settings.

What you'll own in this role:

• Lead the clinical and operational aspects of account maintenance of our products within enterprise health systems.
• Proactively manage existing customer accounts to ensure efficiency and quality gains are maintained by identifying potential issues early on and working with the customer on a remediation strategy (as necessary).
• Act as an IT liaison for clinical and operational stakeholders by partnering with Technical Success Managers .
• Facilitate protocol and workflow consensus process with customer’s clinical and operational stakeholders.
• Train and support end users on the most effective ways to use our products.
• Develop and maintain tools for customer education and optimization in collaboration with the Product team.
• Leverage reporting database to lead data-driven conversations with customers and internal stakeholders.
• Partner with the Sales and Account Management teams to manage customer accounts, including renewals, upsells and expansions.
• Use your expert knowledge of ambulatory clinical workflows and our product capabilities to drive adoption of our products and best practice workflows with executives, clinical managers and end users.
• Build and configure systems for each customer.
• Coverage for team members and off hours on call rotation as needed.
• Support other areas of the business as needed, including Product, Engineering and Sales while advocating for customer needs internally.

What you bring to this role:

• Minimum of an Associate’s Degree in healthcare-related field or equivalent experience
• At least 2 years of experience in the healthcare industry including direct EMR experience, project management and/or regulatory functions
• Experience with ambulatory EMRs, preferably Cerner
• Motivated self-starter with a desire to learn and grow; flexibility to take on new challenges.
• Strong attention to detail in configuring customer systems to meet their specific needs
• Ability to lead clinical conversations and decision makers through medication protocol and workflow consensus process in a timely manner
• Ability to connect with people at all levels of the healthcare system from C-suite to end users; proactive approach to resolving customer concerns and change requests
• Ability to self-manage multiple competing priorities while meeting customer commitments and deadlines
• Excellent communication, time management and documentation skills
• Basic knowledge of Microsoft Office Suite products
• Must be located in the United States.
• Understanding of medical terminology, primary care prescription drugs and protocols
• Advanced Excel skills, proficient or basic knowledge of SQL
• This could include skills that are acquired and trained while on the job etc.

Preferred Experience & Education

• Experience in ambulatory care setting, preferably Primary Care
• Bachelor’s degree, preferably in a healthcare or related field
• Prior Health IT SaaS experience, especially in Implementation or Customer Success
• 2+ years experience in project management ideally in the healthcare industry

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.