Welcome)-Senior Product Services & Management Analyst

Northwell Health

About The Position

Our team supports the design, build, and optimization of Epic applications focused on patient experience, engagement and access, including MyChart, Welcome (kiosk/arrival), scheduling, and patient communications. We work closely with clinical, operational, and technical teams to deliver solutions that improve the patient experience, streamline workflows, and support large-scale Epic implementations and go-live events. This is a fast-paced, collaborative environment with a strong focus on innovation, problem-solving, and delivering high-quality, patient-centered digital solutions. The Senior Epic Build Analyst is responsible for building, supporting, and optimizing Epic functionality, with a focus on MyChart, Patient Access, and Welcome workflows. This role plays a key part in implementations, upgrades, and ongoing support, including troubleshooting complex issues and enhancing patient-facing digital and arrival experiences.

Requirements

Epic Certification (Required): MyChart
5+ years of Epic build experience
Strong experience with MyChart workflows, patient communications, and patient access
Experience with: MyChart (patient portal)
Experience with: Welcome (kiosk / digital arrival workflows)
Experience with: Appointment scheduling workflows
Experience with: In Basket and routing logic
Experience with: Questionnaires, campaigns, or patient outreach tools
Strong troubleshooting and root cause analysis skills
Bachelor's Degree required, or equivalent combination of education and related experience.
3-5 years of relevant experience, required.

Nice To Haves

Cadence and/or Prelude Ambulatory
Experience with Hello World (email/SMS communications)
Familiarity with ServiceNow (incident and enhancement management)
Experience supporting Epic implementations, upgrades, or go-lives
Strong communication and collaboration skills
Master's degree in Computer Science, Business, or Engineering, preferred.
Excellent strategic thinking, project management, and time management skills, preferred.
Strong organization, communication, and collaboration skills, preferred.

Responsibilities

Supports and enhances products on larger, more complex or multiple products for enterprise resource planning, budgeting, data warehousing, and financial reporting.
Collaborates with Finance and vendors to ensure products and solutions are properly supported.
Provides support to ensure all products are functioning optimally, data integrity is intact and financial reports are in alignment with are produced timely and accurately.
Participates in implementing or enhancing products and solutions following the hybrid product/project development and implementation lifecycle.
Supports various financial systems within the portfolio, following the support model, while providing excellent customer service to all customers and end users.
Analyzes and troubleshoots production problems; escalates issues and executes solutions.
Works as a project / product lead on larger, more complex projects and/or on multiple projects and solutions.
Collaborates with multiple product teams and solution teams, IT and Business Product Managers, IT Business Solutions Leads, and other key stakeholders.
Implements or enhances systems, following the software and solution delivery lifecycle and hybrid project management methods.
Maintains direct responsibility for successful outcome of assigned project(s) and solutions; interacts with end users to assist in collecting, documenting, and analyzing business requirements; communicates clearly and timely with customers and end users.
Creates clear, technical designs, and specifications; develops solutions and communicates requirements to external developers.
Develops, coordinates, and executes detailed test plans.
Trains end users and documents processes for knowledge transfer.
Identifies and documents solution related risks and issues; providing guidance and documentation, including scope of work, objectives, timelines, and quality of deliverables.
Follows policies to ensure business requirements are appropriately translated and communicates risks to stakeholders.
Keeps current with new functionality or technical offerings related to financial systems as well as with accounting concepts pertinent to healthcare finance.
Recommends and implements improvements to end user processes as they relate to financial systems.
Operates under limited guidance and work assignments involve moderately complex to complex issues where the analysis of situations or data requires in-depth evaluation of variable factors.
Performs related duties as required.