DIRECTOR, EPIC MAINTENANCE

Position Overview

The Director, Epic Maintenance provides strategic and operational leadership for the team responsible for delivering exceptional member-specific support and ongoing maintenance for OCHIN's clinical Epic applications.

Essential Duties

• Strategic Leadership
  - Communicate and execute organizational strategy within the Epic Maintenance Team.
  - Align team objectives with organizational priorities, member needs, and regulatory requirements.
  - Lead initiatives that enhance service delivery and operational efficiency.

• Team Leadership & Development
  - Build and maintain a high-performing team through coaching and mentoring.
  - Establish clear accountability and performance expectations.
  - Foster a culture of excellence, accountability, collaboration, innovation, and continuous learning.

• Operational Oversight
  - Manage day-to-day operations of the Epic Maintenance Team, connecting work to outcomes.
  - Ensure timely resolution of member-specific support requests.
  - Monitor performance metrics and implement improvements.

• Resource & Process Optimization
  - Evaluate and optimize team structure and workflows.
  - Implement best practices for Epic maintenance and support.
  - Partner with IT on system upgrades, enhancements, and strategic initiatives.

• Process & Quality Improvement
  - Identify and implement process improvements to enhance the quality and efficiency of support.
  - Standardize workflows and best practices across supported clinical Epic applications, including ambulatory, acute care, pharmacy, laboratory, and ancillary applications.
  - Collaborate with internal teams to improve continuity between install and post-live processes.

• Member Engagement
  - Serve as a point of escalation for member concerns related to Epic maintenance.
  - Ensure service quality meets or exceeds member expectations.
  - Collaborate with Account Management and IT teams to support member success.

• Governance & Collaboration
  - Participate in various committees and cross-functional workgroups.
  - Maintain strong linkages between the Epic Maintenance Team and other OCHIN departments.

• Technical & Functional Expertise
  - Provide guidance on Epic functionality, integration, and optimization strategies.
  - Stay current on Epic updates, regulatory changes, and industry best practices.

• Budget & Risk Management
  - Identify and mitigate risks related to system stability, compliance, and resource constraints.

Requirements

• Bachelor’s or equivalent relevant combination of education and experience.

• Bachelor’s Degree in Public Health, Healthcare Administration, Business, or related field is required; Master’s Degree in a healthcare field is preferred.

• Epic certification(s) and/or leadership experience supporting clinical Epic applications is preferred.

• Relevant application experience includes Ambulatory Clinical, Inpatient Clinical (ClinDoc, Long-Term Care, Stork, Beacon, OpTime/Anesthesia, ASAP), Willow Ambulatory, Willow Inpatient, Laboratory/Beaker, Radiant Imaging, Cupid, and related clinical modules.

• Minimum seven (7) years of progressive growth in field.

• Minimum of five (5) years of Management experience or Leadership roles within technical teams highly preferred.

• Proficiency in Microsoft Excel, Word, PowerPoint, and SharePoint; Smartsheet; Tableau; Salesforce are preferred.