Manager, Applications – Patient and Experience

GoHealth Urgent Care•Rochester, MN

1d•Onsite

About The Position

The Manager, Applications – Patient and Experience, provides strategic, operational, and technical leadership for Epic Patient Access and Patient Experience platforms. This role is accountable for the end-to-end ownership, optimization, and performance of key patient access and experience applications including Cadence, Prelude, MyChart, Mend, and Experity Clockwise, ensuring seamless access to care, efficient scheduling and registration workflows, and exceptional digital patient experiences. In addition, the role provides leadership for a team of application analysts, setting priorities, managing resources, and ensuring high-quality delivery, system reliability, and regulatory compliance. The Manager, Applications – Patient and Experience drives technology innovation through the adoption of best practices, data-driven decision-making, and continuous improvement, while serving as a trusted advisor to enterprise leadership on patient access strategy and technology-enabled experience improvements.

Requirements

Bachelor's degree in healthcare administration, business or related field
Epic certification in at least 1 application of MyChart, Cadence, or Prelude or equivalent years of experience with Epic.
5+ years of experience in healthcare technology, healthcare IT, or clinical systems environments
3+ years of progressive experience in EMR or Epic application support and administration, including demonstrated leadership responsibilities such as leading workstreams, mentoring analysts, or providing functional or technical direction
Excellent judgment and interpersonal skills
Strong knowledge of agile methodologies and hands-on experience implementing agile practices.
Strong knowledge and understanding of Epic applications and integrated systems.
Proficiency in application management tools and technologies.
Exceptional communication and collaboration skills.
Strong analytical and problem-solving skills.
Proficiency in agile project management tools such as Jira.
Ability to lead, coach, and mentor teams and individuals at all levels.
Ability to see the big picture and align agile initiatives with business goals.
Passion for continuous improvement and staying current with industry trends.
Ability to work in a fast-paced, ever-changing environment.
Focused on delivering tangible outcomes and measurable value for the business.

Nice To Haves

Formal people management experience
Relevant certifications in application management, ITIL, or related areas

Responsibilities

Manage and mentor Epic Analysts and Applications Analysts, providing direction, performance management, and career development fostering a collaborative and high performance culture prior.
Responsible for setting expectations and managing team members for on-call rotation.
Set priorities, allocate resources, and balance project work for team members in collaboration with Operational leaders.
Identify and address skill gaps within the team, providing training and development opportunities as needed.
Establish best practices for documentation, build standards, testing, and knowledge sharing.
Work closely with stakeholders to understand their needs and ensure patient access and experience owned applications meet their requirements.
Manage relationships with vendors providing healthcare applications and services, ensuring they meet performance and compliance standards.
Act as a liaison between the application support team and stakeholders, ensuring alignment on goals, priorities, and expectations.
Provide regular updates to senior leadership on the status of application services.
Allocate resources effectively to ensure the successful delivery of application services.
Balance competing priorities and adjust resource allocation as needed.
Stay current with industry trends and best practices in application support and administration.
Provide thought leadership on the adoption of new technologies and methodologies.
Lead the implementation of new tools and technologies to enhance application services.
Manage team members who handle routine maintenance, optimization requests, implementation projects, and system upgrades to maintain performance and security.
Serve as the named Epic patient access applications access owner for Operational leaders.
Monitor patient access and experience owned systems performance and proactively address issues to ensure high availability and reliability.
Coordinate vendor support for owned application areas and manage service level agreements (SLAs) to ensure accountability and responsiveness.
Translate operational pain points into clear request tickets with recommendations and impact framing.
Provide guidance and strategy of team members related to system changes, release & upgrade planning, and environment strategy.
Drive improvements in Epic applications to support organizational and team goals.
Lead initiatives to expand and optimize patient self-scheduling through Experity Clockwise.
Partner with Operational teams to support virtual visits, optimizing customer and clinician workflows.
Ensure seamless patient journeys from scheduling through check-in, visit completion, and follow up.
Oversee training and change management strategies to ensure smooth adoption of new features and workflows for owned application areas.
Participate in planning and communication of system downtimes and maintenance windows effectively.
Serve as team leader at weekly Change Advisory Board (CAB) meeting.
Own a small, clear set of customer access and experience KPIs.
Provide concise, reusable updates that connect team member initiatives to customer access and experience outcomes.
Foster a culture of continuous improvement and agile practices within the team.
Ensure alignment and effective communication between cross-functional teams.
Use agile project management tools such as Jira to track progress and performance.
Ensure Epic systems comply with healthcare regulations, including HIPAA, and manage audit readiness.
Develop and maintain incident response and business continuity plans for Epic systems.
Proactively monitor and communicate access application-related stability themes and repeat issues.
Surface risks early and partner with peer applications teams when cross-domain dependencies impact owned workflows.
Collaborate with the product strategy team for Epic Strategy & Governance.
Own customer access and experience build efforts for new joint venture (JV) onboarding and Epic expansions.
Standardize onboarding patterns and lessons learned to reduce repeat lift.
Participate in and support Epic-related governance structures to ensure alignment with enterprise goals.
Develop and implement strategic plans for application services that align with organizational goals.