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Epic Patient Experience Analyst (Oakland)

Epic Patient Experience Analyst (Oakland)

Tekgence IncOakland, CA, US
7 hours ago
Job type
  • Part-time
Job description

Role : Sr. Epic Patient Experience Analyst

Engagement : 12-month

Location- Oakland , CA - Hybrid role

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.
  • 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 software
  • 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
  • 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, 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.
  • 2-3 Years of Cheers experience and 5+ years of Epic Experience experience
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    Epic Analyst • Oakland, CA, US