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