Manager - Epic Patient Experience

Baptist Health Care•Pensacola, FL

4d•Hybrid

About The Position

The Manager – Epic Patient Experience is responsible for the leadership, coordination, and oversight of Epic related patient access application systems across the organization. This role ensures that Epic Patient Access applications (e.g., Cadence, Prelude, Grand Central) are configured, maintained, and optimized to support efficient, accurate, and standardized scheduling, registration, and access workflows aligned with organizational goals and Epic best practices. The Manager leads Epic application teams and serves as a key liaison between patient access operations, information technology, and governance stakeholders. This role bridges system functionality and operational needs by translating business requirements into Epic design, build, testing, and support strategies to enable effective system performance and end-user success.

Requirements

5 years of experience in Epic or other EHR applications, healthcare IT, or related technical roles, required.
1 year of leadership or supervisory experience in application support or informatics, required.
Bachelor's degree in business administration, health care administration, information systems, or related field, required.
Epic certification or ability to attain Epic certification in assigned module(s) within defined timeframe determined at time of hire.
Candidates being considered for this position will be required to complete a Sphinx Assessment, which is used to evaluate job-related competencies and determine overall suitability for the role.
Successful completion of the assessment is a required component of the hiring process.
This position also requires active participation in various phases of the Epic application lifecycle, including but not limited to implementation, go-live support, stabilization, optimization, and system upgrades.
Candidates must be willing and able to accommodate the demands associated with these activities, which may include: Working additional hours outside of regularly scheduled business hours, including evenings and weekends, as project needs dictate.
Participating in on-site go-live and support activities across multiple organizational locations.
Traveling occasionally for Epic training, certification, project meetings, or other work-related purposes, including travel outside of the state.
Traveling between organizational facilities to provide operational, project, and end-user support.
Candidates should be prepared to maintain flexibility in their schedules to support critical project milestones and organizational operational needs.

Nice To Haves

1 year of experience supporting Epic implementations, upgrades, or large-scale system optimization initiatives, preferred.
1 year of experience leading Epic application teams in a health system environment, preferred.

Responsibilities

Provides leadership and operational oversight for Epic Patient Access application functions.
Ensures system design, build, and maintenance align with governance standards, compliance requirements, and enterprise architecture.
Maintains accountability for system performance, stability, and optimization of patient access related applications.
Directly manages Epic application analysts and related technical resources supporting Patient Access modules.
Oversees staffing, onboarding, performance management, and professional development.
Ensures team members maintain required Epic certifications, proficiencies, and technical competencies.
Oversees the design, configuration, and maintenance of Epic Patient Access applications to support evolving business and regulatory requirements.
Partners with operational stakeholders to translate scheduling, registration, and access requirements into system solutions while maintaining alignment with Epic standards.
Leads efforts to continuously improve system functionality, data integrity, workflow efficiency, and user experience through optimization initiatives.
Manages application change requests through governance and change control processes.
Oversees system upgrades, testing cycles, and implementation of new Epic functionality.
Ensures appropriate documentation, testing validation, and communication related to system changes.
Supports patient access workflows by ensuring Epic system capabilities align with operational requirements without owning operational outcomes.
Collaborates with patient access leaders to understand workflow challenges and identify system-based solutions.
Ensures effective incident troubleshooting, root cause analysis, and long-term resolution of system issues impacting scheduling, registration, and access processes.
Participates in Epic governance, change control, and patient access/revenue cycle councils.
Ensures application design and build support regulatory and compliance requirements (e.g., patient identity management, insurance verification, regulatory screening).
Promotes standardization of system functionality, minimizing unnecessary variation across departments.
Identifies and escalates risks related to system integrity, patient data accuracy, or access workflow performance.
Collaborates with other Epic Application Managers (e.g., Resolute HB/PB, HIM, clinical systems) to ensure end-to-end workflow integration from scheduling through billing.
Partners with IT, patient access operations, revenue cycle, compliance, and clinical stakeholders on enterprise initiatives.
Serves as an escalation point for complex application or system-related issues.
Maintains responsibility for department’s operational excellence; ensures department delivers quality services in accordance with applicable policies, procedures, and professional standards.
Manages team members, which includes orientation, development and evaluation of team members, and monitoring the provision of delivering quality services.
Participates in the recruiting, interviewing, and selecting of team members following policies, guidelines and applicable laws.
Evaluates team member’s performance relative to job goals and requirements.
Provides coaching to staff, recommends education programs, and ensures adherence to internal policies and standards.
Maintains responsibility for the fiscal management of department and assures proper utilization of organization’s financial resources.
Effectively communicates departmental, organization, and industry information to staff.
Assists in other duties as assigned to support the operational needs of the department and organization.
May be required to remain on campus immediately before, during, and after severe weather and/or disasters.