Role/Title: Senior Epic Patient Experience Analyst
Location: Hybrid in any of the locations below
Office Locations: Oakland, CA, San Francisco, CA, Sacramento, CA, Alpharetta, GA, Harrisburg, PA
Duration: 12+ Months contract to hire
Project 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/or 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.
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.
Qualifications:
- 8+ years of Epic experience, with a strong focus on Patient Experience modules.
- Mandatory Epic certifications in: Welcome, MyChart, Hello World, and/or 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.
About AgreeYa:
AgreeYa is a global systems integrator delivering a competitive advantage for its customers through software, solutions, and services. Established in 1999, AgreeYa is headquartered in Folsom, California, with a global footprint and a team of more than 1,800+ professionals across offices. AgreeYa works with 550+ organizations ranging from Fortune 100 firms to small and large businesses across industries such as Telecom, Banking, Financial Services & Insurance, Healthcare, Utility & Energy, Technology, Public Sector, Pharma & Biotech, Retail, Client, and others. Please visit us at for more information.
Equal Opportunity:
AgreeYa is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, gender identity, sexual orientation, national origin, disability, veteran status or other protected characteristics. Visit our website at to learn about our Career & Culture.
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