Program Manager IV- Epic

Cleveland Clinic

23h•Hybrid

About The Position

At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient experience, every day. We all have the power to help, heal and change lives — beginning with our own. That’s the power of the Cleveland Clinic Health System team, and The Power of Every One. Join the Cleveland Clinic team, where you will work alongside passionate caregivers and provide patient-first healthcare. Here, you will receive endless support and appreciation while building a rewarding career with one of the most respected healthcare organizations in the world. This role is integral to supporting the Epic electronic health record (EHR) and peripheral viability through ongoing support and implementations, focusing on technical planning, deployment, troubleshooting, and assurance of operational readiness and sustainability. This position involves extensive collaboration across technical and clinical teams to ensure continuous system performance in support of clinical operations and facilitation of smooth Epic upgrades and deployments, emphasizing end-user support and system functionality. The incumbent will provide both on-site and remote technical assistance, managing hardware, software, and networking equipment deployment and maintenance. Key responsibilities include supporting Epic implementation, coordinating with site leadership and application teams, and troubleshooting to ensure a seamless end-user experience during Epic activations and upgrades. A caregiver in this position works on a hybrid schedule, Monday - Friday from 8:00AM – 5:00PM, with 4 days onsite per week.

Requirements

Bachelor's Degree in Business Administration, Healthcare Administration or related field and six years of related experience OR Master’s Degree and five years of related experience
Knowledge of statistical and financial analysis, primary research and business plan development
ITIL certification required within first 6 months of employment
Manual dexterity for operating office equipment
Ability to sit, stand, walk, and/or dial into various locations within the health system for meetings
Normal or corrected vision and clear verbal communication skills
Adherence to standard precautions using personal protective equipment

Nice To Haves

Master’s degree preferred.
Healthcare experience.
Experience supporting site activations in healthcare with clinical and business applications
Background in project change management and operational readiness
Strong organizational and communication skills
Experience coordinating cross-application workstreams and large-scale EHR projects including Epic and ancillary systems.
Project Management Professional (PMP) certification or equivalent preferred

Responsibilities

Develop, maintain, manage and implement operational systems and activities.
Serve as a liaison with all levels of Cleveland Clinic and the outside community.
Manage multiple projects and priorities.
Serve as a coach and mentor for other caregivers.
Review and monitor adherence to Human Resources policies and corporate compliance procedures.
Facilitate deployment of network components, desktops, and printers to support Epic upgrades / go-lives
Execute Technical Dress Rehearsal (TDR) testing aligned with Epic deployment scripts
Perform plug-and-play setups for desktops, monitors, and printers
Ensure printer configurations are completed across all systems
Maintain comprehensive inventory of workstations and printers to ensure continuous performance and readiness for Epic upgrades / cutovers
Document workstation-to-printer mappings and update status logs according to Epic go-live standards
Triage inbound Epic related requests and incidents and as necessary coordinate response and resolution of end user requests and/or production performance issues with IT Department Core teams
Act as the primary contact for go-live issues, escalating technical problems to Epic teams as necessary
Provide on-site troubleshooting for hardware, connectivity, and peripheral integration related to Epic workflows
Manage end-user feedback and escalate issues to the Site Coordinator or relevant teams
Partner with Epic application, interface, testing, printing, and training teams to ensure cross-functional readiness
Mentor junior technical staff to promote consistency and knowledge transfer
Work closely with site leadership and Epic technical teams to support operational readiness
Communicate project status, risks, and readiness updates to leadership and governance sponsors
Provide clear, timely reporting to stakeholders to align on deployment / operational progress and issue resolution
Support extended go-live hours including evenings, nights, and weekends as assigned
Travel to multiple facilities during Epic activations
Be available for day, evening, or night shifts as required