Epic Certified TalkDesk or Gensys with Cadence/MyChart/Cheers Analyst

We are seeking an experienced Epic Certified Patient Access & Contact Center Analyst to support the enhancement, integration, and optimization of patient access and contact center workflows for a healthcare organization. This role requires active Epic certification in Cadence, MyChart, and/or Cheers, along with hands-on experience supporting Talkdesk or Genesys contact center technology.

The ideal candidate will understand how Epic scheduling, patient engagement, CRM, and call center workflows work together to provide a consistent patient experience. This individual will partner with technical teams, operational leaders, contact center representatives, and application stakeholders to evaluate current workflows, gather requirements, configure and test solutions, resolve production issues, and support ongoing system improvements.

Key Responsibilities

• Analyze, design, build, test, implement, and optimize Epic patient access and patient engagement workflows.
  
• Support Epic applications including Cadence, MyChart, and Cheers based on project and operational needs.
  
• Evaluate contact center workflows involving Talkdesk or Genesys and identify opportunities to improve system functionality, call routing, patient communication, scheduling, and agent efficiency.
  
• Partner with patient access, scheduling, marketing, contact center, clinical, operational, and technical teams to gather and document business requirements.
  
• Translate operational requirements into functional specifications, workflow designs, system configurations, and testing plans.
  
• Support the integration and alignment of Epic workflows with contact center technologies and related third-party systems.
  
• Configure and optimize scheduling workflows, including appointment requests, direct scheduling, open scheduling, ticket scheduling, decision trees, provider templates, visit types, and workqueues.
  
• Support MyChart workflows such as appointment scheduling, patient messaging, eCheck-In, questionnaires, proxy access, and other patient-facing functionality.
  
• Support Epic Cheers CRM and call management workflows, including patient outreach, campaign activities, request routing, contact center follow-up, and patient engagement tracking.
  
• Participate in unit testing, integrated testing, regression testing, and user acceptance testing.
  
• Develop test scripts, document results, track defects, and coordinate issue resolution with application and operational teams.
  
• Troubleshoot application, workflow, integration, and production support issues.
  
• Monitor and resolve assigned incidents, service requests, and enhancement tickets.
  
• Assist with Epic upgrades, system updates, optimization initiatives, and change-control activities.
  
• Maintain system documentation, workflow diagrams, build documentation, testing materials, and operational procedures.
  
• Provide knowledge transfer, application guidance, and support to internal analysts and end users.
  
• Communicate project status, risks, dependencies, and recommended solutions clearly to technical and non-technical stakeholders.
  

Required Qualifications

• Active Epic certification in at least one of the following:
  
  • Epic Cadence
    
  • Epic MyChart
    
  • Epic Cheers
    
• Hands-on experience with Talkdesk or Genesys in a healthcare contact center or patient access environment.
  
• Experience supporting Epic patient access, scheduling, patient engagement, CRM, or call center workflows.
  
• Demonstrated experience with Epic application build, configuration, testing, implementation, optimization, and production support.
  
• Strong understanding of healthcare scheduling and patient access workflows.
  
• Experience gathering requirements and translating operational needs into technical or functional solutions.
  
• Experience developing and executing unit, integrated, regression, and user acceptance testing.
  
• Strong troubleshooting, analytical, documentation, and problem-solving skills.
  
• Ability to collaborate effectively with operational leaders, contact center teams, application analysts, vendors, and technical resources.
  
• Excellent written and verbal communication skills.
  
• Ability to work independently while managing multiple priorities in a fast-paced healthcare IT environment.
  

Preferred Qualifications

• Epic certifications across multiple applications, particularly Cadence, MyChart, and Cheers.
  
• Experience with Epic Cheers Call Management, CRM, campaigns, patient outreach, or contact center request management.
  
• Experience integrating Epic with Talkdesk, Genesys, telephony, CRM, or other contact center solutions.
  
• Knowledge of Cadence decision trees, provider templates, visit types, workqueues, direct scheduling, open scheduling, Fast Pass, and ticket scheduling.
  
• Experience supporting MyChart scheduling, messaging, eCheck-In, patient communication, or patient self-service workflows.
  
• Familiarity with Prelude, Welcome, Referrals, Real-Time Eligibility, Grand Central, or other related Epic Patient Access applications.
  
• Experience supporting system upgrades, go-lives, workflow redesign, or enterprise optimization initiatives.
  
• Previous experience working within a large healthcare organization or multi-facility health system.
  
• Bachelor’s degree in Information Technology, Healthcare Administration, Health Informatics, Business, or a related field, or an equivalent combination of education and experience.