Job Description:Seeking a Senior Epic Patient Experience Analyst to lead and optimize our digital patient engagement and contact center technology initiatives. This role focuses on driving operational excellence across multiple patient-facing channels and ensuring a seamless digital experience. The ideal candidate will bring 7+ years of Epic experience, deep expertise in contact center technologies, and mandatory certifications in Epic Welcome, MyChart, Hello World, and Cheers (including Campaigns).Required Skills:Current Epic analysts with certifications and hands-on experience in Welcome, MyChart, Hello World, and Cheers (including Campaigns).Epic analysts with a Patient Access, MyChart, or Cadence background who have transitioned into digital patient experience or contact center technology roles.Analysts with extensive experience integrating Epic with third-party contact center tools and managing patient-facing communication platforms.Senior Epic professionals who have led implementations, optimizations, or digital transformation projects in the patient engagement space.Qualifications:8+ years of Epic experience, with a strong focus on Patient Experience modules.Mandatory Epic certifications in: Welcome, MyChart, Hello World, Cheers (including Campaigns).Proven expertise in digital channel management (SMS, phone, email, live chat, MyChart) and contact center workflows.Strong understanding of healthcare contact center operations and experience with third-party platforms (Talkdesk, Genesys, Nuance, etc.).Demonstrated leadership in cross-functional projects and stakeholder collaboration.Excellent analytical, troubleshooting, and communication skills.Key Responsibilities:Lead the design, build, configuration, and optimization of Epic Patient Experience modules: Cheers (Contact Center Technology and Campaigns), Welcome, MyChart, Hello World (SMS, phone, email communications), Live chat and other digital engagement tools.Serve as the subject matter expert (SME) for patient-facing digital engagement, contact center workflows, and outreach campaigns.Oversee integration and performance of third-party platforms (Talkdesk, Genesys, Nuance, etc.) to ensure seamless functionality with Epic.Contribute to strategic planning for digital patient experience innovations, contact center performance, and campaign management.Guiding workflow design, building and testing the system, and analyzing other technical issues associated with Epic softwareMaintaining regular communication with Epic representatives, including participating in weekly project team meetingsWorking with Epic representatives, your organization's business community, and end users to ensure the system meets the organization's business needs in regard to the project deliverables and timelineDeveloping an understanding of operational needs to set the direction for the organization's workflows by attending site visits and other integrated sessionsReviewing the status of projects and issues on an ongoing basis with leadershipHolding weekly communications with team members to discuss the status of deliverables, shared issues, enduser concerns, budget, and upcoming milestone.Key Epic Module Skills:Welcome:Configuring and optimizing patient pre-arrival check-in workflows.Managing kiosk, tablet, and mobile check-in features.Implementing patient intake and registration updates.MyChart:Configuring and managing patient portal and MyChart app features and access.Supporting online scheduling, messaging, results viewing, and document sharing.Patient-facing content and forms.Monitoring portal usage and engagement metrics.Troubleshooting and resolving patient access and technical issues.Coordinating with operational teams to enhance patient self-service capabilities.Hello World:Setting up and managing patient communication workflows (SMS, email, phone notifications).Configuring real-time and scheduled messaging.Monitoring message delivery, engagement, and compliance.Cheers (Contact Center and Campaigns):Designing and optimizing contact center workflows, including scripting and routing.Configuring and managing campaigns for proactive outreach and patient engagement.Integrating Cheers with third-party contact center systems.Managing real-time dashboards and performance metrics for contact center teams.
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