Epic Systems Analyst - Willow Ambulatory

Highmark Health•Washington, DC

2d•Hybrid

About The Position

JOB SUMMARY This role is responsible for the design, build, implementation, and support of the Epic Willow Ambulatory application, with a primary focus on retail and outpatient pharmacy operations within a complex healthcare organization. The analyst partners closely with Retail Pharmacy Operations, Pharmacy Leadership, Revenue Cycle, and IT teams to ensure efficient, scalable, and reliable medication workflows that support patient access and business continuity. The Willow Ambulatory analyst supports retail pharmacy workflows including prescription processing, dispensing, charging, inventory, and point‑of‑sale–related integrations. This role operates in a high‑volume, production‑focused environment where system stability, turnaround time, and operational accuracy directly impact patient experience and pharmacy throughput. While the role is primarily focused on Willow Ambulatory, there is opportunity for periodic collaboration and knowledge sharing with the Willow Inpatient team to support enterprise alignment, shared medication records, and cross‑application initiatives. ESSENTIAL RESPONSIBILITIES ESSENTIAL RESPONSIBILITIES Retail Pharmacy Application Support Design, configure, test, implement, and support Epic Willow Ambulatory functionality supporting retail and outpatient pharmacy workflows. Analyze retail pharmacy workflows and translate operational needs into Epic configuration that supports efficiency, standardization, and scalability. Support the full retail medication lifecycle including prescription intake, dispensing, charging, inventory visibility, and downstream impacts. Perform routine system maintenance, resolve incidents, and implement application enhancements in a production retail pharmacy environment. Operational Partnership and Workflow Optimization Partner closely with Retail Pharmacy Operations and leadership to: Identify workflow inefficiencies and opportunities for improvement Support new store openings, workflow changes, and operational initiatives Ensure system configuration aligns with day‑to‑day pharmacy operations Serve as a subject‑matter resource for retail pharmacy stakeholders on Willow Ambulatory capabilities and limitations. Testing, Validation, and Release Support Participate in integrated testing, retail workflow validation, and upgrade readiness activities. Support cutover planning, go‑live execution, and stabilization for retail pharmacy changes and enhancements. Validate system behavior in production‑like scenarios to ensure workflows function as expected under real-world volume and timing constraints. Integration and Vendor Coordination Support workflows that integrate Willow Ambulatory with third-party retail pharmacy systems, dispensing hardware, and external vendor platforms. Partner with interface and vendor teams to assist with issue triage, testing, and resolution for retail‑impacting issues. Understand cross‑system dependencies and escalate issues appropriately when retail pharmacy workflows are affected. Crossover and Enterprise Collaboration Collaborate periodically with the Willow Inpatient team to support: Shared medication records and enterprise build alignment Cross‑application initiatives or upgrades impacting both inpatient and ambulatory pharmacy Participate in knowledge sharing and standardization efforts across pharmacy IT teams. Project Execution and Production Support Independently manage assigned tasks and small-to-medium retail pharmacy initiatives. Balance enhancement work with production support and time‑sensitive retail pharmacy issues. Provide clear status updates, identify risks, and escalate operational concerns as needed. Documentation and Governance Create and maintain build documentation, workflow descriptions, test artifacts, and support materials. Follow enterprise intake, change control, and documentation standards. Contribute to continuous improvement of retail pharmacy system support processes.

Requirements

3 years of systems administration experience within one or more Epic modules.
Ability to handle analysis, design, system configuration and testing tasks at basic to moderate levels of complexity
Excellent customer service skills
Uses critical thinking skills for assigned tasks
Highly effective written and verbal communication and interpersonal skills to establish working relationships that foster optimal teamwork.
Strong organizational skills in managing priorities
Demonstrates knowledge of project management principles as they relate to assigned tasks
Associates
Epic Application Certification within 6 months.

Nice To Haves

3 years of experience in the healthcare industry
Bachelor’s degree in Computer Science, Information Systems, Healthcare or relevant experience.
Epic Willow Ambulatory Certification

Responsibilities

Design, configure, test, implement, and support Epic Willow Ambulatory functionality supporting retail and outpatient pharmacy workflows.
Analyze retail pharmacy workflows and translate operational needs into Epic configuration that supports efficiency, standardization, and scalability.
Support the full retail medication lifecycle including prescription intake, dispensing, charging, inventory visibility, and downstream impacts.
Perform routine system maintenance, resolve incidents, and implement application enhancements in a production retail pharmacy environment.
Partner closely with Retail Pharmacy Operations and leadership to: Identify workflow inefficiencies and opportunities for improvement Support new store openings, workflow changes, and operational initiatives Ensure system configuration aligns with day‑to‑day pharmacy operations Serve as a subject‑matter resource for retail pharmacy stakeholders on Willow Ambulatory capabilities and limitations.
Participate in integrated testing, retail workflow validation, and upgrade readiness activities.
Support cutover planning, go‑live execution, and stabilization for retail pharmacy changes and enhancements.
Validate system behavior in production‑like scenarios to ensure workflows function as expected under real-world volume and timing constraints.
Support workflows that integrate Willow Ambulatory with third-party retail pharmacy systems, dispensing hardware, and external vendor platforms.
Partner with interface and vendor teams to assist with issue triage, testing, and resolution for retail‑impacting issues.
Understand cross‑system dependencies and escalate issues appropriately when retail pharmacy workflows are affected.
Collaborate periodically with the Willow Inpatient team to support: Shared medication records and enterprise build alignment Cross‑application initiatives or upgrades impacting both inpatient and ambulatory pharmacy Participate in knowledge sharing and standardization efforts across pharmacy IT teams.
Independently manage assigned tasks and small-to-medium retail pharmacy initiatives.
Balance enhancement work with production support and time‑sensitive retail pharmacy issues.
Provide clear status updates, identify risks, and escalate operational concerns as needed.
Create and maintain build documentation, workflow descriptions, test artifacts, and support materials.
Follow enterprise intake, change control, and documentation standards.
Contribute to continuous improvement of retail pharmacy system support processes.