Senior Epic Patient Experience AnalystSoftworld, a Kelly Company • San Francisco, CA, US
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Senior Epic Patient Experience Analyst
Softworld, a Kelly Company • San Francisco, CA, US
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job_description.job_card.job_descriptionLead 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, 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, identifying and resolving issues across teams. Guide workflow design, build and test the system, and analyze technical issues associated with Epic software. Implement requested changes to the system and 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. Ensure the system meets business needs in regard to project deliverables and timelines, attending site visits and other integrated sessions. Participate in training, troubleshooting, reviewing status of projects and issues, and holding weekly communications with team members. 8+ years of Epic experience, with a strong focus on Patient Experience modules. Mandatory Epic certifications in Welcome, MyChart, Hello World, and 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. 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. 3rd party and subcontract staffing agencies are not eligible for partnership on this position. 3rd party subcontractors need not apply. This position requires candidates to be eligible to work in the United States, directly for an employer, without sponsorship now or anytime in the future.
Job Title
Senior Epic Patient Experience Analyst
Location
San Francisco, CA 95695 (Hybrid : 1-2 days a week; additional locations include Oakland, Sacramento, Alpharetta, GA, Harrisburg, PA)
Base Pay Range
$83.00 / hr - $83.00 / hr
Summary
- 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
Qualifications
Required Skills
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