IT Project Manager I (Customer Success Manager I) - Digital and Technology Partners - Onsite/Hybrid

IT Project Manager I (Customer Success Manager I) - Digital and Technology Partners - Hybrid

This hybrid role requires the ability to work at various Mount Sinai Health System locations, including our primary office which is located at 150 E 42nd Street, New York, NY 10017

We are seeking a proactive and empathetic Customer Success Manager I to join our all-star team at the forefront of transforming the digital health experience. In this role, you will support the successful adoption and ongoing use of our digital health tools by patients and healthcare providers. In this role, you’ll collaborate closely with cross-functional teams to deliver exceptional user experiences, resolve challenges, and drive engagement across a range of healthcare settings. The ideal candidate brings a strong foundation in healthcare operations, excellent communication and problem-solving skills, and a passion for improving care through technology.

• Support the Customer Success team in managing patient and provider adoption of digital health tools, leveraging strong interpersonal and communication skills to explain technical information clearly.
• Assist with onboarding and training sessions for new healthcare providers and organizations.
• Monitor customer engagement, gather feedback, and report usage trends to the success team, using CRM platforms to track interactions and inform improvements.
• Handle routine customer inquiries, ensuring timely responses and escalations as needed, while applying empathy, patience, and a deep understanding of healthcare processes like scheduling and care coordination.
• Contribute to the development of educational materials, FAQs, and best practice guides, simplifying complex information for users and incorporating common troubleshooting needs for digital tools and mobile health apps.
• Collaborate cross-functionally with internal teams (product, operations, marketing) to improve customer experience and satisfaction by identifying workflow inefficiencies and recommending process improvements.
• Provide basic technical troubleshooting for software and mobile applications used by patients and providers, escalating complex issues appropriately.
• Manage multiple customers and support cases simultaneously with strong time-management and problem-solving skills, adapting quickly to changing technologies and customer needs.

• Bachelor degree in Computer Science or a related discipline; preferred degree in healthcare administration, business, IT, public health, or a related field.
• 5+ years of related experience as a project team member of which at least 3 years have been in a leadership position, or an equivalent combination of education and work experience.

Other strongly preferred:

• Experience in customer support, account coordination, or patient/provider engagement in healthcare settings, such as hospitals, clinics, digital health platforms, or health insurance companies.
• Experience managing inbound and outbound communications with patients, providers, or healthcare partners.
• Prior exposure to handling customer inquiries, troubleshooting service issues, and resolving escalations efficiently.
• Experience supporting healthcare technology products, including onboarding, training, and ongoing user assistance.
• Exposure to working cross-functionally with internal teams (product, operations, marketing) to improve service delivery and customer experience.
• Familiarity with EHR platforms like Epic, Cerner, or Athenahealth for patient data access and troubleshooting.
• Understanding of federal and state regulations regarding patient data privacy and security.
• Experience with telehealth platforms, patient portals, remote monitoring tools, or mobile health apps.
• Understanding of common healthcare processes, including scheduling, referrals, and care coordination.

Key Competencies

• Customer support & relationship management
• Communication & interpersonal skills
• Training & onboarding
• Problem-solving skills
• Cross-functional collaboration
• Time management & multitasking
• Adaptability & learning agility

Desired Qualities

• Interpersonal and communication: Ability to communicate complex healthcare and technical information in a clear, friendly manner.
• Customer relationship management: Experience using CRM platforms to track and manage customer interactions.
• Technical troubleshooting: Basic troubleshooting of software, mobile applications, or digital healthcare tools used by patients and providers.
• Problem-solving: Analytical skills to identify issues, provide solutions, and escalate technical challenges when necessary.
• Adaptability and learning agility: Comfort working with evolving healthcare technologies and adapting to changing processes and uncertainty.
• Empathy and patience: Ability to work with patients, caregivers, and providers who may be dealing with sensitive health-related concerns.
• Process improvement: Identifying inefficiencies in workflows and suggesting improvements for a better customer experience.
• Multitasking and time-management: Managing multiple customers and cases simultaneously while maintaining high customer service.
   

Non-Bargaining Unit, M5L - HSO Digital Experience - MSH, Mount Sinai Hospital