Senior Manager, Product Services & Management (Epic Patient Experience)

Department Overview: Oversees day-to-day management of Epic Digital Patient Experience build and delivery teams (MyChart, Welcome, Bedside, etc). Drives workflow optimization, testing, and adoption readiness for current and future wave sites. Essential for ensuring system stability, consistency, and successful Epic go-live outcomes.

Highly Preferred Skills:

Experience managing large-scale Epic MyChart, Welcome, or Bedside implementations.

Deep understanding of Epic workflows, testing, and optimization across patient experience domains.

Demonstrated success leading multi-site product deployment and support teams.

Skilled in operational governance, workflow efficiency, and adoption readiness.

Strong background in stakeholder management, communication, and structured rollout planning

Job Description

Manages, plans, and organizes the staff and activities of the department. Partners with internal stakeholders, vendors, and the leadership to align and develop technology solutions. Oversees the development and implementation of cost-effective systems and solutions to meet strategic, operational and organizational needs. Acts as project manager on large assignments in support of the life cycle for major initiatives pertaining to business requirement gathering, business to technical specification documentation, testing plan development and strategic deployment considerations.

Job Responsibility

• Provides leadership to Product Services & Management team members, supervisors, and managers by communicating and guiding toward achieving department objectives.
• Develops, communicates, and builds consensus for goals in alignment with the health system.
• Plans, organizes, and manages the staff and activities for an assigned technology area; selects, develops, manages, and evaluates direct reports; ensures performance appraisals are completed in a timely fashion.
• Collaborates with managers in the design, development, testing, and implementation of cost-effective technology the health systems and solutions, including, gathering and understanding business requirements, and ensuring application requirements are translated accurately into proposals and functional specifications.
• Ensures data is accurately maintained and available in a forum that is clear, concise, useful and timely; initiates periodic audits and reviews, as needed.
• Follows testing and implementation protocols; monitors deliverables to ensure deadlines are met.
• Works collaboratively with management in the coordination and implementation of assigned projects and initiatives; looks for opportunities to improve and streamline processes; reports unresolved issues to management.
• Oversees assigned analysts and developers to assess and prioritize the health system support requests; reviews internal and external resources such as Information Technology, consultants, the health system vendors, and third-party administrators with management to ensure appropriate coverage.
• Builds and maintains inter/intra departmental and vendor work relationships to optimize operations.
• Demonstrates comprehensive understanding of all assigned data and the health system interconnects, including cause and effect of data modifications.
• Maintains department software, the health system applications and data, and documentation to ensure highest quality standards are met.
• Performs related duties as required. All responsibilities noted here are considered essential functions of the job under the Americans with Disabilities Act. Duties not mentioned here, but considered related are not essential functions.

Job Qualification

• Bachelor's Degree required, or equivalent combination of education and related experience.
• 6-10 years of relevant experience and 5-7 years of leadership / management experience, required.

*Additional Salary Detail
The salary range and/or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future.When determining a team member's base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, service line, years of relevant experience, education, credentials, negotiated contracts, budget and internal equity).