The Epic Client Success Manager (CSM) plays an integral role in ensuring DaVita products, services, and initiatives meet objectives by leading relationship management within our physician community. This position works closely with practitioners and practices, to understand their business model, operating model, and clinical priorities, in order to optimize adoption of DaVita products and services. The expectations for the CSM include: Epic EHR application adoption, build trust and physician satisfaction, assess quality through practice communication and data synthesis and develop recommendations to improve processes and products, coach for change management and drive success for value based care programs through successful implementation and adoption of DaVita products. The CSM will collaborate with cross functional teams including business development, clinical, operations, and business leaders across DaVita. This position serves as a thought partner and key contributor for activities related to government programs and models, clinically integrated networks (CINs), independent practice associations (IPAs), and DaVita Integrated Kidney Care (IKC) programs.

ESSENTIAL DUTIES & RESPONSIBILITIES

1. Ensure excellence in implementation, training, and adoption with Nephrology Practices to DaVita Physician Solution's CKD EHR by Epic platform

• Review CKD EHR by Epic product with physicians and practices to ensure a solid understanding of the value, capabilities, and functionality of the platform.

• Responsible for account management, ongoing training, onboarding, and supporting practices new to CKD EHR by Epic.

• Serves as the point person for physicians and practices post practice onboarding and implementation

• Works closely with the implementation & support liaison to ensure consistency with physicians and practices

• Wide latitude in promoting the platform, designing portfolios and solutions for potential clients, advising potential clients, and performing other consultative activities

2. Partner with Nephrologist(s) to build trust and physician satisfaction.

• Independently develop account strategies and build relationships with customers under minimal supervision

• Responsible for managing successful relationship(s) with Nephrologists and Nephrologist's practice staff

• Substantial knowledge of the practice in order to engage meaningfully with customers;

• Determine product solutions based upon their technical knowledge and previous customer interactions

• Serve as a trusted advisor and main point of contact for physician practice. All interactions will represent DaVita's core values and WE CARE qualities.

• Provides streamlined nephrologist engagement across DaVita IKC and other value-based care programs.

• Provide timely follow-up to physician requests and open items related to program objectives.

• Ensure that all application feedback from physicians is meaningfully captured and shared with the team

3. Project Management:

• Manages all assigned projects to achieve goals and objectives. These projects will include setting dependencies, benchmarking, and keeping stakeholders informed and accountable.

• Leads multiple projects including, but not limited to: physician education and training, implementation and use of new products and capabilities, IT integration. Requires project tracking, milestones creation, and delivery often under tight timeframes.

• Uses data to inform strategy formulation for projects and defines measures of success.

• Uses a creative and methodical approach to solving issues that adheres to DaVita best practices and exemplifies Core Values.

4. Other duties as assigned.

5. Travel up to 30% required. Limited nights and weekends excluding onsite visits for implementation and wellness checks.

EDUCATION AND EXPERIENCE

Required:

• 2-4 years prior customer service, healthcare IT, or dialysis experience

• Bachelor's Degree required, MBA preferred

• At least 2 years of project management experience

• Advanced proficiency in Microsoft Office Products (Excel, PPT, Word)

Preferred:

• Process improvement training (Lean Six Sigma, PDSA)

• Prior experience in healthcare services, practice management and/or working with payers, value based care models, and/or integrated healthcare models

• Epic Certification

• Project Management Professional Certification (PMP)

• Change Management Certification

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.

Salary Range: $90K-$110K

#LI-LT2

Applications are accepted on an ongoing basis.

Salary/ Wage Range

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