Our Client is looking for an experienced Epic Cheers Call Management Consultant to support the implementation of a new contact center hub within Epic.
The goal is to improve call center agents' workflows by centralizing patient interactions, supporting scheduling and other patient service activities, and displaying relevant information based on medical specialty.
The consultant will partner with an existing Level 3 Epic analyst who currently manages Cheers and campaign functionality. This individual must be able to quickly understand business requirements, independently execute the necessary Epic configuration and build, and help coordinate the project through its targeted early-December launch.
Key Responsibilities
- Design, configure, and build Epic Cheers Call Management functionality to support contact center operations.
- Develop specialty-specific workflows and displays to help call center agents efficiently manage patient interactions.
- Support workflows related to patient scheduling, call handling, and other contact center activities.
- Collaborate with call center stakeholders to gather requirements and translate operational needs into functional Epic solutions.
- Work closely with the existing Level 3 Epic Cheers analyst responsible for current campaigns and related functionality.
- Own hands-on configuration and build activities while supporting project management, coordination, and implementation timelines.
- Participate in initial discovery and planning calls, quickly transition into build activities, and prepare the solution for a December 1 go-live.
- Coordinate with relevant teams on integration considerations involving Five9.
Required Qualifications
- Active Epic Cheers Call Management certification - mandatory.
- Direct, hands-on experience building and configuring Epic Cheers Call Management functionality - mandatory.
- Previous experience implementing Epic Cheers solutions within a healthcare call center or contact center environment.
- Demonstrated experience building new Epic features, workflows, or capabilities rather than exclusively supporting existing functionality.
- Ability to independently translate business requirements into technical configuration and working solutions.
- Experience supporting Epic implementations through testing, deployment, and go-live.
- Strong project coordination and stakeholder communication skills.
- Ability to begin immediately and deliver within an aggressive implementation timeline.
Preferred Qualifications
- Experience with Five9 and Epic integration, particularly Five9 Fusion. (THIS IS A PLUS NOT A MUST)
- Experience developing specialty-specific contact center workflows.
- Experience with Epic Cheers CRM and campaign functionality.
- Previous experience delivering rapid Epic implementations or short-term consulting engagements.
SCREENING INFO:
Priority | Requirement | Screening decision |
Critical | Epic Cheers Call Management certification | Must have |
Critical | Hands-on Cheers Call Management build | Must have |
Critical | Healthcare contact center implementation experience | Must have |
High | Independently owns requirements through build | Strong preference |
High | Project coordination and stakeholder management | Required |
High | Immediate availability | Required |
Bonus | Five9 Fusion integration | Strong plus |
Bonus | Cheers campaigns experience | Helpful |