JOB DESCRIPTION The Manager - Epic Patient Experience is responsible for the leadership, coordination, and oversight of Epic
related patient access application systems across the organization. This role ensures that Epic Patient Access
applications (e.g., Cadence, Prelude, Grand Central) are configured, maintained, and optimized to support
efficient, accurate, and standardized scheduling, registration, and access workflows aligned with organizational
goals and Epic best practices. The Manager leads Epic application teams and serves as a key liaison between
patient access operations, information technology, and governance stakeholders. This role bridges system
functionality and operational needs by translating business requirements into Epic design, build, testing, and
support strategies to enable effective system performance and end-user success.
RESPONSIBILITIES- Provides leadership and operational oversight for Epic Patient Access application functions. Ensures system design, build, and maintenance align with governance standards, compliance requirements, and enterprise architecture. Maintains accountability for system performance, stability, and optimization of patient access related applications.
- Directly manages Epic application analysts and related technical resources supporting Patient Access modules. Oversees staffing, onboarding, performance management, and professional development. Ensures team members maintain required Epic certifications, proficiencies, and technical competencies.
- Oversees the design, configuration, and maintenance of Epic Patient Access applications to support evolving business and regulatory requirements. Partners with operational stakeholders to translate scheduling, registration, and access requirements into system solutions while maintaining alignment with Epic standards. Leads efforts to continuously improve system functionality, data integrity, workflow efficiency, and user experience through optimization initiatives.
- Manages application change requests through governance and change control processes. Oversees system upgrades, testing cycles, and implementation of new Epic functionality. Ensures appropriate documentation, testing validation, and communication related to system changes.
- Supports patient access workflows by ensuring Epic system capabilities align with operational requirements without owning operational outcomes. Collaborates with patient access leaders to understand workflow challenges and identify system-based solutions. Ensures effective incident troubleshooting, root cause analysis, and long-term resolution of system issues impacting scheduling, registration, and access processes.
- Participates in Epic governance, change control, and patient access/revenue cycle councils. Ensures
application design and build support regulatory and compliance requirements (e.g., patient identity
management, insurance verification, regulatory screening). Promotes standardization of system functionality, minimizing unnecessary variation across departments. Identifies and escalates risks related to system integrity, patient data accuracy, or access workflow performance. - Collaborates with other Epic Application Managers (e.g., Resolute HB/PB, HIM, clinical systems) to ensure end-to-end workflow integration from scheduling through billing. Partners with IT, patient access operations, revenue cycle, compliance, and clinical stakeholders on enterprise initiatives. Serves as an escalation point for complex application or system-related issues.
- Maintains responsibility for department's operational excellence; ensures department delivers quality services in accordance with applicable policies, procedures, and professional standards.
- Manages team members, which includes orientation, development and evaluation of team members, and monitoring the provision of delivering quality services. Participates in the recruiting, interviewing, and selecting of team members following policies, guidelines and applicable laws. Evaluates team member's performance relative to job goals and requirements. Provides coaching to staff, recommends education programs, and ensures adherence to internal policies and standards.
- Maintains responsibility for the fiscal management of department and assures proper utilization of
organization's financial resources. - Effectively communicates departmental, organization, and industry information to staff.
- Assists in other duties as assigned to support the operational needs of the department and organization.
- May be required to remain on campus immediately before, during, and after severe weather and/or disasters.
QUALIFICATIONS