Job Description
Overview
We are seeking a Senior Applications Analyst (Epic Patient Experience) 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 have 5+ years of Epic experience, deep expertise in contact center technologies, and hold mandatory certifications in Epic Welcome, MyChart, Hello World, and Cheers (including Campaigns).
This is a hybrid role that requires you to work onsite at our office for 23 days per week . Candidates residing near Oakland, CA are highly preferred. This position does not offer work visa sponsorship.
Qualifications
- Minimum of 5 years of professional experience as an Epic Applications Analyst, with a strong focus on Patient Experience modules.
- Mandatory Epic certifications in more than one of the following applications: 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.
- Strong influence, presentation, team, and interpersonal skills; able to present goals, project scope, and requirements to any level in the organization.
- Ability to conceptualize business problems and develop out-of-the-box solutions.
- Champion of change, process improvement, and best practices for both business and technical teams.
- Ability to train, lead, and mentor others by sharing subject matter expertise and knowledge.
- Strong multitasking abilities with project management skills.
- Ability to understand stakeholder needs and demonstrate creative thinking to provide innovative solutions and recommend system and process enhancements.
- Ability to offer solutions to resolve risks, conflicts, and assumptions.
- Strong research skills with the ability to gain an overview and dive into details independently.
- Moderate experience with agile methodologies (Kanban boards or Sprints).
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 by 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 application's end users.
- Identify issues within the application area and those impacting other application teams, and work to resolve them.
- Guide workflow design, build and test the system, and analyze technical issues associated with Epic software.
- Identify and implement requested changes to the system.
- 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.
- Work with Epic representatives, business stakeholders, and end users to ensure the system meets organizational needs regarding deliverables and timelines.
- Develop an understanding of operational needs to set workflow direction by attending site visits and integrated sessions.
- Participate in training and work with end users.
- Troubleshoot problems and questions.
- Review the status of projects and issues on an ongoing basis with leadership.
- Hold weekly communications with team members to discuss deliverables, shared issues, end-user concerns, budget, and upcoming milestones.
- Provide support throughout the project lifecycle, including issue resolution, break/fix support, and triage for all project incidents, while maintaining documentation and traceability related to requirements.
- Stay current with customer needs and strategies; use formal and informal written communication to share updates and findings; and facilitate meetings and presentations for diverse audiences.
- Configure COTS applications to fit business and operational needs.
Base Pay Information
The national base pay range at the end is a good-faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dentals assessment of the candidates knowledge, skills, abilities (KSAs), related experience, education, certifications and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity.
Pay Grade 21. $80,500 - $174,300
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Job Tags
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