Epic Patient Experience Analyst

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