Epic Applications Lead – Patient Access and Experience

About the role

The Epic Patient Access & Experience Applications Lead is responsible for the technical design, implementation, optimization, and ongoing support of Epic patient access applications, with primary ownership of registration, scheduling, pre-visit workflows, and patient engagement through MyChart. This role balances approximately 50% hands-on Epic analyst work and 50% people leadership, providing deep patient access application expertise while leading and developing a high-performing analyst team.

Responsibilities

• Lead advanced Epic Patient Access and Patient Experience application design, build, and optimization, serving as the primary owner for registration, scheduling, pre-visit workflows, MyChart, and patient engagement initiatives, including Hello World for appointment reminders and billing/ERC communications and Cheers campaigns, ensuring solutions are scalable, supportable, and aligned with operational, regulatory, and enterprise standards.
• Act as the senior technical authority and escalation point for Epic patient access and engagement applications, owning system stability, performance, and long-term sustainability while translating complex operational requirements, patient experience needs, and compliance regulations into effective Epic configuration.
• Balance hands-on Epic analyst responsibilities with people leadership, providing direct configuration, troubleshooting, and workflow support while managing and developing analysts supporting registration, scheduling, pre-visit intake, MyChart, Hello World, Cheers campaigns, Welcome, and CRM workflows.
• Drive Epic governance, prioritization, and roadmap planning for patient access and engagement applications by contributing expert input to enterprise governance bodies and collaborating with Infrastructure, Security, Integration, and Data teams to ensure secure, compliant patient data handling and interoperability.
• Lead change and release governance for Epic patient access and engagement applications, including system upgrades, workflow enhancements, and production deployments, ensuring disciplined testing, validation, and release readiness to minimize disruption to front-end operations and patient experience.
• Provide day-to-day leadership, performance management, and mentorship to Epic patient access analysts, setting clear expectations for build quality, documentation, certification maintenance, and adherence to Epic, operational, and organizational standards.
• Lead enterprise-wide patient access and engagement optimization initiatives using key operational metrics (scheduling efficiency, registration accuracy, pre-visit completion rates, portal adoption, campaign engagement), stakeholder feedback, and system data to identify root causes and implement workflow and configuration improvements.
• Design and implement automation and efficiency improvements across patient access workflows and engagement tools, including scheduling rules, pre-visit task routing, MyChart messaging workflows, Hello World reminders, and Cheers campaign logic, to reduce manual effort and improve patient experience and throughput.
• Oversee multi-site Epic patient access and engagement deployments, including standardized build execution, onboarding, training coordination, go-live support, and post–go-live stabilization and optimization.
• Serve as a trusted partner to Patient Access, Call Center, Patient Experience, Operations, Compliance, and IT leaders, acting as a primary point of accountability for application outcomes, workflow effectiveness, and patient engagement success.
• Ensure rigorous change control, testing, and documentation practices in partnership with QA and validation teams, supporting regression testing, integration validation, and maintenance of high-quality system documentation.
• Perform other duties as assigned, recognizing that responsibilities may evolve with organizational and operational priorities.

Qualifications

• Minimum of 8 years of experience supporting enterprise healthcare applications, including at least 1 year in a people leadership or lead analyst role, with demonstrated accountability for technical outcomes, operational performance, and team development.
• Extensive hands-on Epic Patient Access and Patient Engagement experience in application build, configuration, testing, troubleshooting, and optimization within large-scale healthcare environments, including participation in Epic implementations, major upgrades, or enterprise-wide patient access enhancements.
• Primary experience supporting Epic Patient Access workflows, with deep expertise in Cadence (scheduling), Prelude (registration/pre-visit intake), MyChart, Hello World (appointment reminders, billing/ERC communications), Cheers campaigns, Welcome workflows, and CRM initiatives.
• Proven ability to translate complex operational, patient experience, and compliance requirements into effective Epic configuration through close partnership with Patient Access, Call Center, Patient Experience, Operations, Compliance, and IT stakeholders.
• Demonstrated experience leading and mentoring Epic patient access analysts, including setting priorities, balancing production support and project work, conducting peer reviews, and supporting professional development and Epic certification maintenance.
• Experience leading or significantly contributing to Epic Patient Access or engagement implementations, major upgrades, platform enhancements, or multi-site rollouts, including planning, execution, go-live support, and post–go-live stabilization.
• Strong hands-on experience with Epic change management, including managing support tickets, coordinating enhancement requests, participating in governance or advisory forums, and adhering to change control, testing, and release management processes.
• Experience collaborating with vendors, payers, third-party partners, and internal IT teams (Infrastructure, Security, Integration, Data) to support secure patient data, scheduling, registration, and engagement processes.
• Active Epic certification in Cadence, Prelude, or relevant Patient Access/Engagement modules is required, with the ability and willingness to maintain required certifications. Certification in MyChart, Hello World, or Cheers is strongly preferred.
• Strong communication, analytical, and problem-solving skills, with the ability to lead complex technical discussions, influence decision-making, and communicate effectively with patient access, operational, clinical, and technical audiences.