Customer Account Manager, Epic

Posting Date

GENERAL PURPOSE OF THE JOB
The Account Manager plays a crucial role in ensuring our products, services, and initiatives align with the goals and needs of our physician and practice partners. This position works closely with internal and nephrology practice teams to understand their operational and clinical priorities, ensuring the seamless adoption and utilization of our solutions. The Account Manager will focus on managing practice support cases, handling escalations, and following up on client feedback to drive continuous improvement. Key responsibilities include managing aging support incidents, fostering physician satisfaction, and managing escalations to ensure the successful resolution of issues, thereby supporting the effective adoption and ongoing success of value-based care initiatives. The Account Manager will collaborate with cross-functional teams including Customer Success, Product, Operations, Training, and Leadership, serving as a thought partner to enhance client experience and optimize practice outcomes. 

ESSENTIAL DUTIES & RESPONSIBILITIES
Practice Support Case Management:

• Assist the Customer Success team in managing aging support incidents, ensuring that open cases are promptly addressed and resolved in a timely manner.
• Collaborate with internal teams—including technical support, product teams, training, and operations—to obtain timely resolutions and ensure that resolutions align with client needs and expectations.
• Monitor the progress of unresolved support cases and escalate to appropriate teams when necessary to prevent delays.
• Work with clients to provide regular updates on the status of open cases, driving satisfaction through effective communication and follow-up.

Survey Feedback & Client Engagement:

• Review and analyze feedback from client satisfaction surveys, identifying key trends and areas for improvement.
• Follow up with clients to address any concerns or suggestions raised in survey responses, ensuring their concerns are addressed and integrated into future improvements.
• Collaborate with internal teams to drive improvements in processes, products, and services based on feedback from clients and practices.
   

Escalation Management:

• Proactively identify potential issues or concerns from physician practices and escalate to the appropriate internal teams, ensuring prompt resolution.
• Serve as the escalation point for high-priority or complex client issues, ensuring that all parties are kept informed and action is taken swiftly.
• Manage the resolution process for escalated cases and ensure clients are satisfied with the outcome.
   

Collaboration & Team Support:

• Work closely with internal teams to address customer needs and drive improved satisfaction and NPS scores.
• Contribute to the ongoing development of best practices and play a key role in refining workflows, communications, and practice-facing materials.
• Serve as a trusted advisor to both clients and internal teams, ensuring a collaborative approach to problem-solving and client success.
   

Additional Responsibilities:

• Other duties as assigned to support the client success strategy and operational efficiency of the team.

EDUCATION AND EXPERIENCE
Required

• 4-6 years of experience
• Bachelor’s degree
• Advanced proficiency in Microsoft Office Products (Excel, PPT, Word)
• At least 2 years of project management experience
  Preferred
• MBA
• 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
• Project Management Professional Certification (PMP)
• Change Management Certification

TRAVEL AND TIME REQUIREMENTS

• Travel up to 30% of the time may be required for wellness checks and implementation support.
• No nights or weekends
  Language Skills
  Fluent in the written and verbal skills necessary to successfully perform the essential functions of the position.

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.