Senior Applications Analyst (Epic Patient Experience)

Delta Dental • Oakland, CA

79d • $80,500 - $174,300 • Hybrid

About The Position

We are seeking a Senior Applications Analyst (Epic Patient Experience) to lead and optimize our digital patient engagement and contact center technology initiatives. This role focuses on driving operational excellence across multiple patient-facing channels and ensuring a seamless digital experience. The ideal candidate will have 5+ years of Epic experience, deep expertise in contact center technologies, and hold mandatory certifications in Epic Welcome, MyChart, Hello World, and Cheers (including Campaigns). This is a hybrid role that requires you to work onsite at our office for 2-3 days per week. Candidates residing near Oakland, CA are highly preferred. This position does not offer work visa sponsorship.

Requirements

• Minimum of 5 years of professional experience as an Epic Applications Analyst, with a strong focus on Patient Experience modules.
• Mandatory Epic certifications in more than one of the following applications: Welcome, MyChart, Hello World, Cheers (including Campaigns).
• Proven expertise in digital channel management (SMS, phone, email, live chat, MyChart) and contact center workflows.
• Strong understanding of healthcare contact center operations and experience with third-party platforms (Talkdesk, Genesys, Nuance, etc.).
• Demonstrated leadership in cross-functional projects and stakeholder collaboration.
• Excellent analytical, troubleshooting, and communication skills.
• Strong influence, presentation, team, and interpersonal skills; able to present goals, project scope, and requirements to any level in the organization.
• Ability to conceptualize business problems and develop out-of-the-box solutions.
• Champion of change, process improvement, and best practices for both business and technical teams.
• Ability to train, lead, and mentor others by sharing subject matter expertise and knowledge.
• Strong multitasking abilities with project management skills.
• Ability to understand stakeholder needs and demonstrate creative thinking to provide innovative solutions and recommend system and process enhancements.
• Ability to offer solutions to resolve risks, conflicts, and assumptions.
• Strong research skills with the ability to gain an overview and dive into details independently.
• Moderate experience with agile methodologies (Kanban boards or Sprints).

Responsibilities

• Lead the design, build, configuration, and optimization of Epic Patient Experience modules: Cheers (Contact Center Technology and Campaigns), Welcome, MyChart, Hello World (SMS, phone, email communications), Live chat, and other digital engagement tools.
• Serve as the subject matter expert (SME) for patient-facing digital engagement, contact center workflows, and outreach campaigns.
• Collaborate with operational and clinical stakeholders to streamline and enhance patient digital journeys and targeted communication strategies.
• Oversee integration and performance of third-party platforms (Talkdesk, Genesys, Nuance, etc.) to ensure seamless functionality with Epic.
• Plan and execute system upgrades, rigorous testing, and troubleshooting activities.
• Mentor junior analysts by providing technical guidance and best practices.
• Contribute to strategic planning for digital patient experience innovations, contact center performance, and campaign management.
• Act as the primary support contact for the application's end users.
• Identify issues within the application area and those impacting other application teams, and work to resolve them.
• Guide workflow design, build and test the system, and analyze technical issues associated with Epic software.
• Identify and implement requested changes to the system.
• Serve as a liaison between end users' workflow needs and Epic implementation staff.
• Maintain regular communication with Epic representatives, including participation in weekly project team meetings.
• Work with Epic representatives, business stakeholders, and end users to ensure the system meets organizational needs regarding deliverables and timelines.
• Develop an understanding of operational needs to set workflow direction by attending site visits and integrated sessions.
• Participate in training and work with end users.
• Troubleshoot problems and questions.
• Review the status of projects and issues on an ongoing basis with leadership.
• Hold weekly communications with team members to discuss deliverables, shared issues, end-user concerns, budget, and upcoming milestones.
• Provide support throughout the project lifecycle, including issue resolution, break/fix support, and triage for all project incidents, while maintaining documentation and traceability related to requirements.
• Stay current with customer needs and strategies; use formal and informal written communication to share updates and findings; and facilitate meetings and presentations for diverse audiences.
• Configure COTS applications to fit business and operational needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Insurance Carriers and Related Activities