PATIENT EXPERIENCE APPLICATIONS ANALYST - SCH EPIC

Job Title:

Patient Experience Applications Analyst

Department:

SCH Epic

Job Summary

The Epic Patient Experience Applications Analyst is responsible for the design, build, testing, implementation, maintenance, support, and optimization of Epic applications and technologies that directly affect the patient experience. This includes current and future Epic functionality supporting patient access, digital engagement, communication, education, self-service, outreach, intake, navigation, and participation in care.

The analyst serves as the primary application owner and subject matter expert for the organization’s assigned Epic Patient Experience portfolio. Current responsibilities include MyChart, MyChart Bedside, Bedside TV, Welcome, Cheers Campaigns, Cheers Call Management, Emmie, and related patient-facing technologies. The analyst is also responsible for new patient experience applications, features, integrations, and technologies assigned as Epic and organizational needs evolve. Internal upgrade materials currently identify Patient Experience, MyChart, MyChart Bedside, Welcome, and Cheers Campaigns as distinct and related areas of application responsibility.

The analyst partners with operational leaders, clinical stakeholders, Patient Access, Revenue Cycle, Marketing, Population Health, Information Services, and other Epic application teams to implement solutions that improve patient access, engagement, communication, satisfaction, and outcomes.

This position supports ongoing application maintenance, Epic upgrades, new feature implementation, patient outreach initiatives, optimization efforts, issue resolution, reporting, and strategic projects. The analyst proactively identifies workflow improvements, increases patient adoption of digital tools, maximizes available Epic functionality, and supports the introduction of emerging patient experience technologies.

Essential Duties & Responsibilities

Application Ownership, Support, and Maintenance

• Serve as the primary analyst and subject matter expert for assigned Epic Patient Experience applications, features, integrations, and technologies.
• Assume responsibility for new and emerging Epic patient experience solutions as assigned.
• Design, configure, test, implement, maintain, and optimize patient-facing Epic functionality and related integrations.
• Maintain application configuration and ensure functionality supports approved patient, clinical, and operational workflows.
• Monitor application performance and resolve incidents, service requests, and system issues in a timely manner.
• Perform root cause analysis and troubleshooting for application, device, integration, and workflow issues.
• Review and manage application tickets, workqueues, enhancement requests, and project assignments.
• Coordinate with other Epic application teams to address integrated workflows and system dependencies.

• Maintain accurate application documentation, configuration records, testing evidence, procedures, and support materials.
• Participate in after-hours support, upgrades, go-lives, and on-call responsibilities as assigned.

Patient Experience Technology and Workflow Support

• Support Epic functionality that enables patients to access, understand, and participate in their care.
• Design and optimize digital workflows related to patient access, scheduling, registration, check-in, intake, communication, education, outreach, navigation, and follow-up.
• Support patient-facing functions such as self-service scheduling, digital registration, eCheck-In, questionnaires, patient and proxy access, messaging, telehealth, bill payment, care information, patient education, surveys, and engagement tools.
• Support inpatient, ambulatory, virtual, and other patient-facing engagement technologies assigned to the Patient Experience application portfolio.
• Support patient outreach and communication workflows, including automated and staff-assisted outreach.
• Collaborate with operational and clinical stakeholders to develop targeted patient communication and engagement strategies.
• Support campaigns and outreach related to preventive care, wellness, annual screenings, care-gap closure, chronic disease management, appointment needs, service-line initiatives, patient education, and community health.
• Configure and support workflows for appointment reminders, patient recall, referral follow-up, care management, service requests, and population health initiatives.
• Support emerging patient technologies, including virtual assistants, artificial intelligence-enabled tools, and other Epic-developed patient engagement solutions approved by the organization. An internal Epic update identifies Emmie as a virtual assistant feature that can provide chart-informed answers and help patients navigate MyChart activities.
• Evaluate patient-facing workflows and recommend improvements that reduce barriers, improve usability, and enhance the overall patient experience.
• Coordinate with appropriate application, reporting, interface, security, infrastructure, and operational teams when patient experience solutions depend on other systems or data sources.
• Ensure patient-facing content and workflows comply with organizational communication, privacy, security, accessibility, and approval requirements.

System Optimization and Enhancements

• Collaborate with stakeholders to identify opportunities for workflow improvement, automation, standardization, and expanded use of Epic functionality.
• Gather, analyze, validate, and document operational, patient, and technical requirements.
• Translate business requirements into appropriate Epic configuration and workflow solutions.
• Design future-state workflows that align with organizational standards and strategic goals.

• Research proposed solutions and assess their effects on patients, staff, integrated applications, reporting, and downstream processes.
• Design, build, test, and implement approved enhancements.
• Evaluate newly released Epic functionality and recommend opportunities for adoption.
• Participate in initiatives that improve patient access, communication, engagement, satisfaction, and participation in care.
• Monitor application utilization and patient adoption trends to identify optimization and education opportunities.
• Evaluate implemented solutions and recommend additional improvements based on performance data, stakeholder feedback, and patient needs.

Epic Upgrades and Releases

• Lead application readiness activities for Epic upgrades, quarterly releases, and planned system changes.
• Review applicable release notes, Nova Notes, Gold Star recommendations, and newly available Epic functionality.
• Assess the operational and technical impact of new functionality on patients, staff, workflows, and integrated applications.
• Present recommendations regarding the adoption, deferral, or further evaluation of new features.
• Develop and execute test plans and test scripts for upgrades and releases.
• Coordinate integrated testing and validate system performance following system changes.
• Implement approved enhancements across the assigned Patient Experience application portfolio.
• Document configuration changes and comply with organizational change-management requirements.
• Provide upgrade communication, education, and support to affected stakeholders and end users.

Project Support and Implementation

• Lead or participate in application implementations, optimization efforts, strategic initiatives, and patient experience projects.
• Gather business requirements and translate operational and patient needs into sustainable technical solutions.
• Assist with defining project scope, objectives, deliverables, timelines, dependencies, and risks.

• Coordinate with multidisciplinary teams to support successful project delivery.
• Complete assigned application build and project responsibilities according to established timelines.
• Support unit testing, integrated testing, regression testing, user acceptance testing, and production validation.
• Participate in go-live planning, command center support, issue triage, and post-live stabilization.
• Provide project status updates and communicate risks, barriers, decisions, and dependencies to application and project leadership.
• Support the implementation and integration of new patient experience applications and technologies as they become available.

Stakeholder Collaboration

• Build effective working relationships with operational leaders, providers, clinical staff, Patient Access, Revenue Cycle, Marketing, Population Health, Patient Experience, Information Services, and other stakeholders.
• Facilitate meetings to gather requirements, evaluate workflows, review proposed solutions, and support decision-making.
• Communicate technical information clearly to clinical, operational, administrative, and leadership audiences.
• Coordinate decisions across departments when proposed changes affect multiple applications or operational areas.
• Serve as a trusted advisor regarding Epic functionality, patient engagement technologies, workflow design, and application best practices.
• Maintain clear communication regarding project status, application issues, risks, decisions, and planned changes.
• Establish operational ownership and ongoing support expectations for new patient-facing applications and workflows.

Testing, Documentation, and Change Management

• Develop test plans, test scripts, expected results, and validation documentation.
• Perform unit, integrated, regression, upgrade, and production validation testing.
• Coordinate and support user acceptance testing with operational stakeholders.
• Document application build, workflows, decisions, procedures, known issues, and support requirements.
• Follow established change-control and production-migration processes.

• Ensure appropriate approvals are obtained before implementing production changes.
• Maintain accurate records of system configuration and application changes.

Training and End-User Support

• Develop workflow documentation, tip sheets, training materials, and application support resources.
• Provide application education and workflow guidance to operational leaders, subject matter experts, trainers, and end users.
• Support education and communication for implementations, upgrades, enhancements, and workflow changes.
• Assist with go-live support and post-implementation issue resolution.
• Promote consistent and appropriate use of patient-facing Epic functionality.
• Provide guidance regarding established application standards and approved workflows.
• Maintain awareness of new and developing Epic Patient Experience functionality and share relevant information with stakeholders.

Minimum Qualifications

Required Education

• Bachelor’s degree in Information Systems, Healthcare Administration, Business, Clinical Informatics, a clinical discipline, or a related field.
• An equivalent combination of relevant education and experience may be considered.

Required Experience

• Two to three years of healthcare information systems, healthcare operations, patient access, patient experience, clinical operations, or related experience.
• Demonstrated analytical, organizational, and problem-solving skills.
• Experience collaborating with clinical, operational, and technical stakeholders.

Preferred Qualifications

• Experience supporting Epic patient-facing, patient engagement, patient access, outreach, communication, registration, or digital health technologies.

• Experience supporting patient portal, digital intake, virtual assistant, self-service, inpatient engagement, campaign, contact management, or patient outreach functionality.
• Experience participating in Epic implementations, upgrades, optimization projects, or application go-lives.
• Experience with workflow design, business-requirement gathering, testing, reporting, and change management.
• Experience with application configuration, testing, troubleshooting, issue resolution, workflow analysis, or application support.
• Experience supporting Epic or another enterprise healthcare information system.
• Knowledge of ambulatory, inpatient, Patient Access, Population Health, Revenue Cycle, and patient experience processes.
• Experience using data and analytics to evaluate adoption, utilization, engagement, or operational performance.

Certification Requirements

The following certifications or training statuses must be obtained and maintained within the timeframe designated by the organization:

• Epic certification in the primary application assigned to the position
• Additional Epic certifications, accreditations, proficiencies, or badges required to support the assigned Patient Experience application portfolio
• Training or credentialing required for new Epic Patient Experience applications and technologies as responsibilities evolve
• Ongoing completion of required Epic training and continuing education

Skills and Competencies

• Strong understanding of Epic application design, build, testing, implementation, maintenance, and optimization processes.
• Understanding of patient engagement, patient access, digital health, and patient experience strategies.
• Ability to learn and assume responsibility for new applications and emerging technologies.
• Ability to analyze complex clinical and operational workflows and recommend practical, sustainable solutions.
• Knowledge of application testing, change management, implementation, and production support practices.
• Ability to gather and translate business requirements into technical and workflow solutions.

• Strong troubleshooting, critical-thinking, and root cause analysis skills.
• Ability to evaluate system changes across integrated applications and operational areas.
• Excellent written, verbal, presentation, and interpersonal communication skills.
• Strong documentation, organization, and project coordination skills.
• Ability to manage multiple priorities, assignments, projects, and deadlines.
• Ability to work independently while collaborating effectively within multidisciplinary teams.
• Ability to communicate effectively with technical teams, operational leaders, providers, clinical staff, and end users.
• Knowledge of healthcare privacy, security, confidentiality, and regulatory requirements.
• Commitment to service excellence, patient safety, system reliability, accessibility, and continuous improvement.

Working Conditions

• Onsite at least twice weekly at South Central Regional Medical Center and affiliated facilities.
• May require occasional evening or weekend work related to upgrades, go-lives, and system maintenance.
• Participates in on-call support rotations as assigned.
• Frequent interaction with pharmacists, providers, operational leaders, nursing staff, and IT personnel.
• Travel may be required for Epic training, certification maintenance, or organizational meetings.

All candidates must be able to perform the essential functions of this position. The American with Disabilities Act (ADA) requires that reasonable accommodations be made for qualified individuals to help perform the essential functions of the position.

South Central Regional Medical Center is an equal opportunity employer and does not discriminate based on race, color, religion, sex, gender, national origin, age, disability, or genetic information.