Manager, Epic Applications Support

The Manager of Information Services Applications is responsible for overseeing the day-to-day activities of analysts and programmers supporting Revenue Cycle applications, including Professional Billing (PB), Hospital Billing (HB), and Health Information Management (HIM) within the Information Services (IS) department. This role provides leadership to ensure high user satisfaction, successful system implementation, and effective use of applications across the health system. As a member of WakeMed’s management team, the Manager participates in task forces and steering committees and plays a key role in shaping the credibility and effectiveness of the Information Services department both internally and externally. The Manager partners closely with the Director to develop staff, establish application roadmaps, maintain build standards, and ensure the department can support WakeMed’s long-term information system's needs.

Key Responsibilities

People & HR Management:

• Supervise, coach, and develop team members to build a high-performing, engaged team
• Provide ongoing feedback, performance management, and professional development
• Partner with Human Resources to develop recruitment plans, participate in candidate selection, interviews, and onboarding

Applications Management:

• Support the management of application support functions, including application maintenance, IS project management, and web development
• Ensure reliable, efficient delivery of application services across the organization

Process Improvement:

• Oversee administration of client satisfaction surveys
• Develop and implement strategies to improve processes, service quality, and customer experience

Industry & Technology Awareness:

• Stay current on emerging technologies and industry standards
• Research and recommend new products, vendors, and services

IT Systems Management:

• Analyze existing information systems and recommend improvements
• Prepare proposals and specifications to obtain approval for technology changes

Consultation & Advisory Support:

• Serve as a trusted technology advisor to senior leaders and department stakeholders
• Act as a business and technical consultant for decision support, training, and problem resolution aligned with business objectives

Leadership Expectations:

Successful candidates will demonstrate WakeMed leadership behaviors, including:

• Respect for People: Prioritize patient care, staff well-being, and ethical leadership while fostering a professional and just culture
• Communication: Clearly and transparently communicate system needs, actively listen, and promote shared understanding
• Teamwork: Collaborate across all levels, develop and retain high-performing teams, and use data-driven feedback to improve outcomes
• Commitment & Accountability: Set clear expectations, ensure quality and cost-effectiveness, and lead with integrity and courage
• Wake Way 2 Excellence (WW2E): Drive continuous improvement by reducing waste, standardizing work, and creating efficient workflows

Leadership Competencies

• Planning and organizing
• Delegation and empowerment
• Talent selection and coaching
• Decision-making and problem-solving
• Continuous improvement and change leadership
• Business acumen and partnership building
• Influencing and inspiring others

Qualifications

Education

• Bachelor’s Degree in Business, Healthcare, Technology, or a related field (required)

Experience

• 5+ years of healthcare experience (required)
• 3+ years of management experience (required)

Licensure / Certification

• Certification, licensure, or registration in field of practice (preferred)
• EPIC certification in area of responsibility (preferred)