IT Partner Success Liaison

CommonSpirit Health was formed by the alignment of Catholic Health Initiatives (CHI) and Dignity Health. With more than 700 care sites across the U.S. from clinics and hospitals to home-based care and virtual care services CommonSpirit is accessible to nearly one out of every four U.S. residents. Our world needs compassion like never before. Our communities need caring and our families need protection. With our combined resources CommonSpirit is committed to building healthy communities advocating for those who are poor and vulnerable and innovating how and where healing can happen both inside our hospitals and out in the community.

As a Partner Success Liaison, you will be responsible for building and maintaining relationships with CommonSpirit Health IT Community Connect partners. You’ll serve as a trusted advisor, helping partners drive adoption and problem resolution. The Partner Success Liaison will be responsible for: · Managing relationships with external affiliate hospitals and physician partners. · Building, maintaining, and growing partner loyalty and solving partner problems. · Fully accountable for managing multiple partner relationships serving as a “trusted advisor” on CommonSpirit’s IT services. · Ability to build and maintain strong relationships with a diverse set of internal and external constituencies including senior level executives, legal, end-users, finance, vendors, subject matter and technical experts. · Coordinating internal and external resources to deliver improved business results on behalf of the partners through new and existing services. · Manage implementations of new partners and existing partners optimizations. · Works cross-functionally with designated stakeholders to design and execute the collaboration plans, and partnership roadmap. · Ensure that needs and/or requirements considered critical to the success of Community Connect and IT affiliate partners are communicated and managed through the CommonSpirit organization.

• Primary point of contact for existing partners 
• Creating partner success metrics to support implementation, upgrades, projects, and continued partner satisfaction goals. 
• Leading and serving as the affiliate representative, coordinating support efforts, and organizing solution delivery while establishing and owning a trusted relationship with affiliate partners. 
• Determining individualized partner success plans for partners, utilizing key performance metrics, and other partner data. 
• Leading regular status meetings with partners to review open initiatives and address any challenges impeding success of IT solutions. 
• Pursuing strategy of goal attainment to rectify any hurdles and steer partner towards success. 
• Acting as a liaison between CommonSpirit Health IT and partners and work to ensure understanding of practice workflows and practice training needs. 
• With direct supervision, managing contracting and statement of work process for Community Connect and IT Affiliates. 
• Monitoring practice satisfaction and promptly working to resolve concerns. 
• Reporting key performance indicators to CommonSpirit IT and partner leadership. 
• Maintaining communication processes and channels to ensure consistency. 
• Coaching affiliates and enabling them to articulate their needs and requirements that will advance performance. 
• Proactively communicate changes, updates, planned downtimes, or problems that may impact affiliates' use of the system. 
• Managing Upgrade change management and communication. 
• Partnering with vendors to ensure adoption of functionality and best-known practices. 
• Managing optimization projects and requests by coordinating with stakeholders, technical staff, vendors, and other required parties. 
• Managing new clinic implementations by coordinating with site leaders, technical staff, vendors and other required parties. 
• Assisting with new user access and decommissioning to include training coordination. 
• Ensuring timely delivery of enhancements and build updates.

On-call coverage (after business hours and weekends) is sometimes required, on a rotational basis or as needed, if circumstances warrant. 

Some travel (both locally and overnight) may be required. 

The job summary and responsibilities listed above are designed to indicate the general nature of the work performed within this job. They are not designed to contain or be interpreted as a comprehensive inventory of all job responsibilities required of employees assigned to this job. Employees may be required to perform other duties as assigned.

Bachelor’s degree in related field; 4 years of equivalent experience may be considered in lieu of Bachelor's degree.

5 years customer service experience. 

3 years relevant healthcare experience in a complex environment including experience working with physician practices or hospitals. 

2 years account management or relationship management experience in a hospital or healthcare setting. 

(Experience may be concurrent) 

3 years of healthcare project management, preferred. 

Strong customer service, project management, escalation management, and adoption experience.

Strong track record of identifying partner needs and successfully implementing long-term solutions. 

Strong presence, sense of ownership in driving to resolution, and able to think on their feet while meeting with clients. 

Proactive interest to increase partner satisfaction and deepen partner relationships. 

Motivated and positive approach to solving partner problems, large and small. 

Excellent written/verbal communication, organization, change management, presentation, and project management skills. Willingness to learn and adapt in a fast-paced environment. 

Ability to work individually and within a highly collaborative team setting.

Strong experience in communicating with different stakeholders and decision makers, both internally and externally. 

Expert at partner relationship management. 

Knowledge in the following technical areas are a plus: Understanding of Epic electronic health records. 

Working technical knowledge of current software protocols and data security standards