Job Description

Job Summary:

The Community Connect Program Manager is responsible for leading, coordinating, and supporting Adventist Health's Community Connect program across affiliated Connect sites, internal operational teams, Information Services, Epic, third-party vendors, and health system leadership. This role serves as a primary liaison between Adventist Health and Community Connect sites, ensuring that site needs are represented, implementation activities are coordinated, risks are escalated, and program goals are achieved. The Program Manager will support the full Community Connect lifecycle, including prospect engagement, due diligence, planning, design, implementation, testing, training readiness, go-live, post-live optimization, and ongoing customer success. This position requires strong knowledge of healthcare operations, Epic implementation methodology, stakeholder management, and change leadership in a complex, cross-organizational environment.

Job Requirements:

Education and Work Experience:

• Bachelor's Degree in Healthcare Administration, Business Administration, Information Technology, Clinical Discipline, Project Management or equivalent combination of education/related experience: Required
• Master's Degree: Preferred
• Five years' related experience: Preferred
• Five years' leadership experience: Preferred

Licenses/Certifications:

• Epic certification, proficiency, or implementation experience: Preferred
• Project Management Professional certification, Lean Six Sigma, Prosci/change management certification, or equivalent project management training: Preferred

Essential Functions:

• Program Leadership and Oversight: Manage day-to-day Community Connect program activities, including planning, implementation coordination, customer relationship management, issue resolution, and post-live support. Lead Connect site implementations from early assessment through go-live and transition to ongoing support, ensuring alignment across Adventist Health, Connect site leadership, Epic, and third-party vendors. Develop and maintain repeatable implementation processes, governance structures, escalation pathways, and standardized program tools to support consistent delivery across Connect sites. Support annual Connect accreditation readiness and ongoing compliance with Epic Community Connect program expectations and best practices. Establish and monitor program goals, milestones, deliverables, risks, dependencies, and key performance indicators.
• Connect Site Relationship Management: Serve as a central point of contact for Community Connect sites, ensuring timely communication, clear expectations, and effective coordination throughout implementation and ongoing operations. Represent and advocate for Connect site operational, clinical, financial, and technical needs while balancing Adventist Health's standard Epic implementation approach. Partner with Connect site executive sponsors, operational leaders, clinical leaders, and project teams to ensure alignment, readiness, engagement, and adoption. Facilitate regular stakeholder meetings, executive updates, readiness reviews, and issue-resolution forums. Set clear expectations with prospective and existing Connect sites regarding ownership, support structures, communication channels, governance, cost, training, and responsibilities.
• Implementation and Readiness: Coordinate planning, workflow design, build validation, testing, conversion, archiving, abstraction, training readiness, go-live preparation, and adoption support for Connect sites. Partner with implementation teams to conduct readiness assessments and ensure smooth transition from implementation to account management and post-go-live support. Support development of shared build strategies, localized build governance, and clear decision-making processes for site-specific needs. Ensure Connect sites are prepared for Epic upgrades, new feature adoption, device readiness, business continuity access, user provisioning, and operational changes. Support end-user engagement through role-based training, super user development, operational readiness activities, and ongoing adoption metrics.
• Financial, Contracting, and Program Administration: Support development and maintenance of Community Connect cost models, pricing strategies, budgets, contracts, and resource plans in partnership with finance, legal, IS, and operational leadership. Collaborate with internal stakeholders to define program principles, site selection criteria, executive sponsorship, and strategic roadmaps. Track program performance, resource utilization, issue trends, customer satisfaction, and opportunities for continuous improvement. Support development of executive reporting, dashboards, performance metrics, and program updates for Adventist Health and Connect site leadership.
• Customer Success and Ongoing Support: Partner with Customer Success Managers, analysts, trainers, operational leaders, and technical teams to provide proactive support to Connect sites. Ensure timely issue resolution by helping define analyst ownership, escalation paths, communication expectations, and follow-up processes. Promote ongoing optimization, training, analytics adoption, workflow improvement, and use of Epic tools such as Signal, Thrive, SlicerDicer, dashboards, and other performance metrics as appropriate. Encourage Connect site participation in Epic Community Connect learning opportunities, UserWeb resources, collaboration forums, and ongoing education.
• Performs other job-related duties as assigned.

Organizational Requirements:

Adventist Health is committed to the safety and wellbeing of our associates and patients. Therefore, we require that all associates receive all required vaccinations as a condition of employment and annually thereafter, where applicable. Medical and religious exemptions may apply.