Lead Analyst, Epic Cheers - Hybrid - 140535

About the role

This position operates within UC San Diego Health Information Services as part of the Population Health and Digital Health applications team, reporting to the Population and Digital Health Applications Manager, and plays a central role in scaling CRM as a foundational platform for coordinated, data-driven, and increasingly automated care delivery.

Responsibilities

• Lead the system-wide deployment of CRM capabilities that unify documentation and tracking of all patient, provider, and health plan interactions, establishing a single, standardized source of truth across the organization.
• System configuration, workflow standardization, CRM routing optimization, telephony integration, and phased expansion across clinical, operational, and population health domains.
• Ensure that all interactions, whether human-led, human-in-the-loop, or human-on-the-loop, are consistently captured, visible, and actionable within the CRM platform.
• Contribute to establishing Epic Cheers as the enterprise engagement backbone, supporting both human and automated workflows while ensuring auditability, governance, and sustained operational performance.

Requirements

• Nine (9) years of related experience, education/training, OR a Bachelor’s degree in related area plus (5) years of related experience/training.
• Broadly encompassing or highly In-depth knowledge of 1-2 areas of focus in clinical applications specialty area(s).
• Experience supporting call center, scheduling or nurse triage workflows.
• Experience with healthcare integration technologies such as HL7, FHIR, or APIs.
• Epic certification/s in any of the following applications: Healthy Planet, Cheers, Cadence, or Ambulatory.

Qualifications

• Advanced interpersonal communication skills to effectively train, support, and collaborate productively with clinical users and key stakeholders at all professional and technical levels.
• Advanced organizational and project management skills, and ability to lead a team, prioritize tasks, and see projects through from inception to completion on schedule.
• Advanced written and verbal communications skills, to convey highly-technical information and instructions to all levels of clinical users and staff in a specific, clear, and concise manner.
• Advanced analytical skills and expertise in documentation and reporting, with the ability to apply metrics, plan and implement testing systems, collect and analyze performance data, and produce substantive reports and analyses for management use.
• Advanced ability to serve as a technical leader and information resource, and to work collaboratively with key personnel and management, providing guidance and recommendations on systems, improvements, upgrades, and industry advances and trends.

Skills

• Deep experience in Epic CRM and call center application configuration within large healthcare organizations.
• Demonstrated ability to independently lead complex enterprise-wide implementation and optimization initiatives.
• Familiarity with intelligent automation and AI-enabled engagement models, including workflows that incorporate human-in-the-loop and human-on-the-loop processes.
• Working knowledge of healthcare integration technologies, including HL7, FHIR, APIs, and event-driven architectures.

Benefits

Not specified.

Pay

$125,000 – $182,000 / Year

Schedule

Days, 8-Hour Shifts, Monday-Friday