Epic Mychart support manager

Virtelligence•Irving, TX

About The Position

The Epic MyChart Support Manager leads the support and operational management of the Epic MyChart application, ensuring system stability, timely issue resolution, and a high-quality patient and user experience. The role manages support teams and collaborates with clinical, business, and IT stakeholders to deliver effective MyChart solutions.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Healthcare Informatics, or related field.
Epic MyChart Certification required.
5+ years of experience supporting Epic applications, with significant MyChart experience.
2+ years of experience in a team lead or management role.
Strong knowledge of Epic MyChart workflows, application support, testing, and troubleshooting.
Experience managing incidents, escalations, upgrades, and production support.
Strong leadership, communication, problem-solving, and stakeholder management skills.

Nice To Haves

Additional Epic certification preferred.
Knowledge of HIPAA, healthcare IT, HL7/interfaces, and clinical workflows preferred.

Responsibilities

Lead and manage the Epic MyChart support team, including daily operations, workload, and performance.
Oversee MyChart incidents, service requests, escalations, and production issues.
Ensure timely resolution of complex application and workflow issues.
Coordinate Epic upgrades, enhancements, testing, and release activities.
Partner with clinical, operational, and IT teams to identify requirements and improve MyChart workflows.
Monitor application performance, support metrics, SLAs, and service quality.
Develop support processes, documentation, training materials, and knowledge resources.
Manage escalations and coordinate root-cause analysis and corrective actions.
Ensure compliance with HIPAA, security, privacy, and organizational IT policies.
Mentor and develop analysts and support staff while promoting continuous improvement.