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Senior Epic Patient Experience Analyst

Senior Epic Patient Experience Analyst

Softworld, a Kelly CompanySan Francisco, CA, United States
15 hours ago
Job type
  • Full-time
Job description

Job Title

Senior Epic Patient Experience Analyst

Location

San Francisco, CA 95695 (Hybrid : 1?2 days a week; additional locations include Oakland, Sacramento, Alpharetta, GA, Harrisburg, PA)

Base Pay Range

$83.00 / hr - $83.00 / hr

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.
  • Act as the primary support contact for the applications end users, identifying and resolving issues across teams.
  • Guide workflow design, build and test the system, and analyze technical issues associated with Epic software.
  • Implement requested changes to the system and serve as a liaison between end users workflow needs and Epic implementation staff.
  • Maintain regular communication with Epic representatives, including participation in weekly project team meetings.
  • Ensure the system meets business needs in regard to project deliverables and timelines, attending site visits and other integrated sessions.
  • Participate in training, troubleshooting, reviewing status of projects and issues, and holding weekly communications with team members.

    • Qualifications

  • 8+ years of Epic experience, with a strong focus on Patient Experience modules.
  • Mandatory Epic certifications in Welcome, MyChart, Hello World, and 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.

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    Epic Analyst • San Francisco, CA, United States