Senior Epic Patient Experience Analyst

Job Title: Senior Epic Patient Experience Analyst

Job Location: San Francisco CA 95695 and/or Oakland, CA, San Francisco, CA, Sacramento, CA, Alpharetta, GA, Harrisburg, PA, Hybrid 1-2 days a week

Onsite Requirements:

• 1 -8+ years of Epic experience, with a strong focus on Patient Experience modules.


• Mandatory Epic certifications in: Welcome, MyChart, Hello World, Cheers (including Campaigns).


• Epic analysts with Patient Access, MyChart, or Cadence background who have transitioned into digital patient experience or contact center technology roles

Job Description:

Summary:

• 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).

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.


• Collaborate with operational and clinical stakeholders to streamline and enhance patient digital journeys and targeted communication strategies.


• Oversee integration and performance of third-party platforms (Talkdesk, Genesys, Nuance, etc.) to ensure seamless functionality with Epic.


• Plan and execute system upgrades, rigorous testing, and troubleshooting activities.


• Mentor junior analysts, providing technical guidance and best practices.


• Contribute to strategic planning for digital patient experience innovations, contact center performance, and campaign management.


• Acting as the primary support contact for the application's endusers


• Identifying issues that arise in their application area as well as issues that impact other application teams, and working to resolve them


• Guiding workflow design, building and testing the system, and analyzing other technical issues associated with Epic software


• Identifying and implementing requested changes to the system


• Serving as a liaison between end users' workflow needs and Epic implementation staff


• Maintaining regular communication with Epic representatives, including participating in weekly project team meetings


• Working 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 timeline


• Developing an understanding of operational needs to set the direction for the organization's workflows by attending site visits and other integrated sessions


• Participating in training and working with end users


• Troubleshooting problems and questions


• Reviewing the status of projects and issues on an ongoing basis with leadership


• Holding weekly communications with team members to discuss the status of deliverables, shared issues, enduser concerns, budget, and upcoming milestone

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.

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.

• **3rd party and subcontract staffing agencies are not eligible for partnership on this position. 3rd party subcontractors need not apply.


• This position requires candidates to be eligible to work in the United States, directly for an employer, without sponsorship now or anytime in the future**