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Account Manager Community Connect

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Job ID: 200786
Category: Clerical/Administrative
Work Type: FT
Location: Bala Cynwyd, PA, United States
Work Schedule: Per Departmental Needs

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Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

Entity: Penn Primary Care and Specialty Practices

Department: Regional Physician Admin

Location: Bala Cynwyd, PA

Hours: Full-Time


  • Provides high quality account management and oversight for an array of clinical and operational issues for physician practices within the Epic Community Connect program. Executes account management strategy and operational plan for the Connect practices, in order to successfully integrate the Epic ambulatory platform within the practice operations. Partners with Connect practices and leadership to identify program priorities and to set supporting goals and objectives that encourage the overall success of the program. Acts as the primary point of escalation for Community Connect practice management for all onboarding, training, access and support needs. Develops and tracks KPI and SLA metrics per affiliate practice and distributes on a monthly basis. Participates in creating and providing feedback on the Community Connect executive packets per practice. Supports the Connect program governance structure through facilitating meetings and/or agenda topics and helps to maintain our Epic credentialed status as a top tier Connect host each year. Serves as the Penn Medicine liaison to the MSO providing billing and claims support to subscribed Connect practices.


  • Serves as the primary point of escalation for Connect Practice Managers regarding any support related issues. Collaborates with Penn internal teams and Connect practice administration leadership on a routine basis to identify workflow issues, trends, opportunities for enhancements and to follow through to resolution. Provides direction for IT analysts and other internal Penn Medicine teams regarding break/fix, training, or optimization requests specific to affiliate Connect sites. Primary point person for all affiliation practice communication. Responsible for delivering all information on down times, upgrades, build freezes, or other Epic-related updates as they arise. Maintains and oversees the end user & provider training program, and operational readiness programs, for the Community Connect program. Develops and executes operational readiness programs for new Connect implementations. Provides and coordinates on-site support for affiliate Connect site implementations during the initial go-live phase. Coordinates classroom training for affiliate Connect users, including all logistical aspects and communication. Participates in regular governance meetings with affiliate Connect sites. Solicits feedback from end users on their training experience. Maintains accurate training records for affiliate Connect end users. Responsible for all Access Management at affiliate Connect sites, translating operational & clinical needs into appropriate Epic functional roles. Confirms appropriate contracting/BAA agreements for new affiliate Connect physicians are complete prior to requesting network and Epic access. Initiates onboarding requests for all new hire and new implementation access creation. Manages offboarding (and access termination) activities as well. Ensures correct Epic security is requested by user role and credentials. Collaborates with IT regarding network, portal, Epic and AD configuration are complete and accurate. Coordinates network and Epic access for affiliate Connect physician practices’ 3rd party vendors. Ensures 3rd party vendors have Epic approval and contracting has been completed per Penn Medicine and Epic compliance. Monitors affiliated Connect practices to ensure they follow proper approval and contracting conditions that are stated in Penn Medicine and Epic agreements. Partners with all internal Penn Medicine teams on all topics impacting or affecting any of our affiliate Connect practices.

    Education or Equivalent Experience:

    • Bachelor of Arts or Science (Required)
    • 1+ years previous experience in practice management, project management or other relevant experience. Additional years of experience could be considered in lieu of the degree. 

    We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

    Live Your Life's Work

    We are an Equal Opportunity and Affirmative Action employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.

       Current UPHS employees must apply HERE
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