Mgr, Practice Management and Patient Experience

PDS Health•Irvine, CA

10d•$116,000 - $150,000

About The Position

The primary role is to ensure that all business requirements are achieved for the ongoing use of operational workflows in the Epic system. The position focuses on optimizing current workflows, developing new workflows, supporting upgrades, and scoping business needs to develop a roadmap. The role serves as an Operations subject matter expert on Epic processes and supports patient-experience efforts across multiple systems, including the Contact Center, Marketing, and Operations. It also supports the EPMO team as a subject matter expert on operational projects that directly affect dental office workflows and patient experience. The position partners with Operations leadership and the Epic implementation team to translate operational requirements into workflow solutions, and works across IT and Operations to align technical feasibility with operational needs. It supports medical and dental integration, advises on operational projects, communicates workflow changes, and works with Learning & Development to keep training content current. The role also monitors Epic vendor releases and product roadmaps for opportunities to improve operations.

Requirements

Master’s degree in Arts/Sciences (MA/MS) in a related field, or 8+ years of experience in lieu of the degree.
5+ years of related experience.
Epic Ambulatory proficiency or certification.
QSI/CPS proficiency.
Strong ability to manage daily department or work-unit operations while developing long-term (3–5 year) goals.
Strong strategic thinking skills, including the ability to process complex information and exercise sound judgment.
Outstanding leadership, time management, and prioritization skills; dedication to personal development and education.
Well organized and resourceful, with the ability to marshal multiple resources effectively and efficiently.
Drive, energy, focus on results, initiative, and follow-through.
Ability to build trust with people requiring coaching, create a shared need for change, and recognize and celebrate improvements to sustain change.
Ability to maintain a big-picture perspective and communicate it effectively across a team.

Nice To Haves

Experience in a multi-regional healthcare, retail, or dental company.

Responsibilities

Partner with Operations leadership and the Epic implementation team to translate business requirements into Epic workflow solutions, evaluate options, and gain stakeholder agreement.
Optimize existing Epic operational workflows by identifying inefficiencies and driving improvements that support daily practice operations.
Design and develop new Epic workflows aligned with organizational standards and emerging operational needs.
Scope Operations business needs and maintain a prioritized roadmap of Epic workflow enhancements and initiatives.
Assess operational impacts of Epic upgrades, test new functionality, and coordinate rollouts with affected teams.
Serve as the Operations subject matter expert on Epic processes and advise IT, Operations leadership, and cross-functional teams.
Lead and support medical and dental integration efforts, ensuring workflows accommodate combined medical and dental practice needs.
Act as the primary intersection point between IT and Operations when making workflow decisions.
Advise the EPMO team on Operations-related projects, including impacts to dental office workflows and patient experience, as well as scope, risk, and timelines.
Communicate workflow changes and optimization efforts to operational stakeholders to support adoption and minimize disruption.
Partner with Learning & Development to ensure new and updated workflows are reflected in training content.
Monitor Epic vendor releases and product roadmaps to identify operational process improvement opportunities.
Perform other duties as assigned.
Ensure compliance with policies, standards, and applicable state, federal, and other regulatory requirements.