CLIENT ENGAGEMENT & LEARNING OPTIMIZATION MANAGER

The Client Engagement & Learning Optimization Manager serves as the primary relationship owner and strategic partner for external clients utilizing hosted technology services, including Epic Community Connect and related Epic solutions. This role is accountable for ensuring successful client onboarding, service delivery, system adoption, ongoing optimization, and long-term client success.

The Client Engagement & Learning Optimization Manager supports clients across the full lifecycle, from implementation through maturity, while driving satisfaction, operational excellence, measurable outcomes, and continuous improvement. A key component of this role includes oversight of financial and revenue cycle performance, partnering with client leadership to improve billing, collections, reimbursement, and overall financial health through effective use of Epic systems.

In addition, the Client Engagement & Learning Optimization Manager provides strategic leadership for the organization's Epic education, adoption, and optimization program. This position serves as a training visionary, establishing the long-term strategy for continuous Epic education and ensuring training evolves beyond initial implementation and upgrade education into an ongoing program focused on proficiency, adoption, workflow optimization, efficiency, and user experience. The role provides leadership and oversight for Continuous Educators and Epic Learning & Optimization Strategists and partners with Epic application teams, operational leaders, clinical informatics, and organizational leadership to identify and address learning and optimization opportunities across the organization.

Key Responsibilities

Client Relationship Management

• Serve as the primary point of contact and trusted advisor for assigned client accounts.
• Develop and execute tailored client engagement strategies aligned with organizational and client goals.
• Build and maintain strong relationships with executive, clinical, financial, operational, and technical stakeholders.
• Maintain proactive communication cadence through regular meetings, reports, and on-site visits.
• Understand each client's operational, financial, educational, and strategic priorities to drive meaningful engagement.

Service Delivery & Issue Resolution

• Ensure delivery of services meets or exceeds contractual obligations and service level agreements (SLAs).
• Act as the primary escalation point for client issues, coordinating across internal teams for resolution.
• Monitor performance metrics, identify service gaps, and implement corrective action plans.
• Conduct regular service and business reviews with client leadership.

Program, Project & Lifecycle Management

• Support onboarding, implementation, and go-live activities for new and existing clients.

• Participate in defining project scope, timelines, and statements of work (SOWs).
• Partner with project management teams to ensure timely, on-budget project delivery.
• Lead post-implementation reviews and ongoing optimization efforts.
• Coordinate cross-functional efforts to support client initiatives and priorities.

Revenue Cycle & Financial Performance Oversight

• Partner with client leadership to monitor and improve revenue cycle performance, including billing, collections, reimbursement, and reporting.
• Establish baseline financial metrics and key performance indicators (KPIs) during implementation.
• Analyze monthly performance reports and benchmark against best practices and peer organizations.
• Facilitate regular financial and operational review meetings with stakeholders.
• Develop and implement action plans for sites not meeting performance targets.
• Support revenue cycle readiness efforts, including workflow validation, user preparedness, and post-go-live stabilization.
• Serve as the escalation point for revenue cycle issues and collaborate with Epic and internal teams to resolve issues.

Financial & Contractual Management

• Ensure alignment with contractual obligations, governance standards, and service expectations.
• Support budgeting, billing, invoicing, and financial tracking for client accounts and projects.
• Assist clients in understanding program costs and participate in financial reviews.

Client Engagement, Education & Satisfaction

• Promote client participation in training programs, upgrade sessions, user groups, and engagement events.
• Facilitate onboarding to service platforms, tools, training resources, and communication channels.
• Monitor client satisfaction through surveys, feedback, performance data, and engagement measures.

• Lead service recovery efforts and continuous improvement initiatives.
• Advocate for client needs within the organization to enhance the overall experience.
• Identify education and adoption opportunities that can improve client utilization of Epic functionality and workflows.

Epic Education, Learning & Optimization Strategy

• Serve as the strategic visionary for Epic education, learning, adoption, and optimization across the organization and supported Community Connect partners.
• Develop and maintain a comprehensive, multi-year Epic learning and optimization strategy that extends beyond implementation and go-live training to support continuous learning throughout the lifecycle of the Epic platform.
• Establish an ongoing education model that addresses new-hire training, role-based education, upgrades, new functionality, workflow changes, proficiency development, optimization, refresher education, and targeted remediation.
• Lead the development of innovative training initiatives designed to increase user proficiency, system adoption, workflow efficiency, and effective utilization of Epic functionality.
• Use operational performance, support trends, workflow observations, user feedback, new Epic functionality, and organizational priorities to proactively identify learning and optimization opportunities.
• Partner with Epic application analysts, clinical informatics, operations, revenue cycle, IT leadership, and other stakeholders to translate system changes and optimization opportunities into effective education and adoption strategies.
• Create a structured process for identifying knowledge gaps and determining whether opportunities should be addressed through education, workflow redesign, system optimization, communication, or a combination of approaches.
• Develop strategies for continuous learning that extend education into the user's daily workflow through targeted education, tip sheets, Learning Home content, coaching, rounding, office hours, workshops, and other learning modalities.
• Establish measurable goals and KPIs for Epic education and optimization initiatives, including participation, proficiency, adoption, user engagement, support trends, and operational outcomes.
• Evaluate the effectiveness of education initiatives and continually refine programs based on measurable outcomes, organizational needs, and user feedback.
• Champion a culture in which Epic education is viewed as an ongoing operational and optimization responsibility rather than a one-time implementation activity.
• Identify emerging opportunities within Epic's learning, adoption, personalization, efficiency, and optimization tools and recommend strategies for incorporating them into the organization's education program.

Continuous Educator & Epic Learning and Optimization Strategist Leadership

• Provide leadership, direction, and oversight for Continuous Educators and Epic Learning & Optimization Strategists.
• Establish clear roles, expectations, priorities, standards, and accountability for continuous education and optimization activities.
• Develop annual and quarterly education and optimization priorities aligned with Epic upgrades, organizational initiatives, operational performance, client needs, and identified adoption gaps.

• Coordinate the work of Continuous Educators and Epic Learning & Optimization Strategists across applications, departments, facilities, and Community Connect sites to provide a consistent enterprise approach.
• Guide Continuous Educators in maintaining an active connection with frontline users and operational leaders to identify workflow challenges, knowledge gaps, and opportunities for additional education.
• Guide Epic Learning & Optimization Strategists in translating system functionality, utilization patterns, operational needs, and user feedback into targeted optimization and adoption initiatives.
• Ensure education and optimization resources are directed toward areas with the greatest opportunity for measurable operational, clinical, financial, or user-experience improvement.
• Facilitate regular planning sessions with Continuous Educators and Epic Learning & Optimization Strategists to review priorities, evaluate outcomes, identify emerging needs, and coordinate upcoming initiatives.
• Develop standards and governance for educational materials, optimization initiatives, communication, and program measurement to promote consistency across the organization.
• Promote professional development and continued growth of team members in Epic functionality, adult learning methodologies, workflow optimization, change management, and user adoption strategies.
• Build a scalable education and optimization model capable of supporting organizational growth, new Epic functionality, additional Community Connect partners and changing operational needs.

Strategic Collaboration & Program Development

• Collaborate with internal teams including IT, clinical informatics, revenue cycle, operations, project management, training, and organizational leadership.
• Present program updates, performance results, educational outcomes, adoption measures, and strategic recommendations to leadership.
• Identify opportunities for growth, optimization, education, and expanded service offerings.
• Contribute to long-term program strategy using client feedback, user feedback, performance data, Epic capabilities, and industry trends.
• Serve as a change agent to support process improvements, technology adoption, and organizational alignment.
• Develop strategic roadmaps for client engagement, Epic education, adoption, and optimization initiatives.
• Ensure education and optimization strategies align with organizational priorities, Epic governance, upgrade planning, and operational goals.

Required Qualifications

• Bachelor's degree in business, healthcare, finance, information technology, education, organizational development, or related field, or equivalent experience.
• Minimum of 3–5 years of experience in client engagement, account management, customer success, healthcare IT, education, or related leadership roles.

• Minimum of 3–5 years of experience in healthcare revenue cycle operations or comparable healthcare operational experience.
• Proven ability to manage complex client relationships across multiple accounts or sites.
• Strong communication and presentation skills, including experience with executive-level stakeholders.
• Experience managing service delivery performance and SLAs.
• Strong analytical, financial, strategic, and problem-solving skills.
• Ability to operate in a fast-paced, cross-functional environment.
• Proficiency in Microsoft Office Suite, including Outlook, Excel, Teams, and PowerPoint.
• Demonstrated ability to develop educational, adoption, optimization, or organizational improvement programs.
• Experience leading teams or coordinating cross-functional resources in support of education, change management, system adoption, or optimization initiatives.

Preferred Qualifications

• Experience with Epic EHR systems, particularly Community Connect and revenue cycle applications.
• Epic certification, accreditation, or proficiency in one or more Epic applications, or willingness to obtain.
• Knowledge of clinical, operational, and financial workflows within healthcare organizations.
• Experience in multi-site or hosted service environments.
• Background in finance, accounting, healthcare administration, education, or organizational development.
• Experience with Epic training, Learning Home, upgrade education, optimization, user adoption, or efficiency initiatives.
• Experience developing continuous learning programs for clinical, operational, revenue cycle, or technical users.
• Knowledge of adult learning principles, change management, workflow optimization, and adoption methodologies.

Core Competencies

• Account Management: Proactively manages client portfolios and delivers value-driven service.

• Relationship Building: Develops trust with stakeholders across all organizational levels.
• Customer Focus: Aligns services to meet and exceed client expectations.
• Financial & Analytical Acumen: Leverages data to drive financial and operational improvements.
• Communication: Effectively conveys complex technical, operational, educational, and financial concepts.
• Collaboration: Works cross-functionally to achieve shared goals.
• Strategic Thinking: Connects daily operations with long-term organizational outcomes.
• Accountability: Takes ownership of client, educational, adoption, and optimization outcomes.
• Adaptability: Manages competing priorities with flexibility and resilience.
• Learning Strategy & Innovation: Anticipates future learning needs and develops innovative approaches to continuous Epic education.
• Change Leadership: Builds engagement and supports successful adoption of new technology, workflows, and processes.
• Talent & Program Leadership: Provides direction and develops individuals responsible for continuous education and optimization.
• Continuous Improvement: Uses performance data, feedback, and operational outcomes to identify and prioritize opportunities for improvement.

Work Environment & Travel

• Primarily hybrid work environment with frequent use of collaboration tools.
• Regular interaction with internal teams and external client stakeholders.
• Occasional evening or weekend work as needed.
• Travel to client sites for implementation support, reviews, education, optimization, and strategic engagement.