Program Director, Information Services

Responsibilities

• Leads and oversees the end-to-end lifecycle of Epic upgrades within assigned application domains, ensuring readiness, minimal disruption, and successful adoption across clinical and operational areas.
• Provides leadership oversight for impact assessments, regression testing, and workflow validation across Epic modules.
• Pairs with TDI, operational leaders, and stakeholders to interpret release notes and assess workflow impacts.
• Ensures completion of pre-upgrade build tasks, testing cycles, and post-upgrade validation activities.
• Escalates risks, issues, and dependencies to ensure timely resolution.
• Develops and delivers targeted communications and training for upgrade-related changes.
• Collaborates with DOI infrastructure teams to align upgrade scheduling with organizational readiness.

Program Activities

• Gold Stars & Nova Notes Champions: Leads Epic optimization programs to drive continuous improvement in workflow efficiency and feature utilization.
• Oversees implementation of Nova Notes and optimization opportunities aligned to efficiency goals.
• Maintains adoption metrics and reports progress to departmental and DOI leadership.
• Collaborates with stakeholders to promote engagement and awareness of optimization initiatives.
• Partners with Epic and peer organizations to incorporate best practices into optimization strategies.

Testing & Quality Assurance

• Plans and directs comprehensive testing strategies across the Epic application lifecycle.
• Designs and oversees execution of test scripts for complex clinical and operational workflows.
• Tracks defects and ensures timely resolution with clear escalation pathways.
• Validates system functionality and workflow performance prior to go-live.
• Maintains documentation including test plans, scripts, and results aligned with standards.

Routine Epic Program & Feature Adoption Activities

• Manages enhancement and optimization request queues, prioritizing and coordinating delivery.
• Maintains Epic UserWeb and release updates to identify relevant features.
• Oversees configuration of Epic tools including Haiku, Canto, MyChart, BPAs, and order sets.
• Facilitates workflow review sessions to identify inefficiencies and improvement opportunities.
• Oversees super user program including training, engagement, and support.
• Serves as escalation point for complex application issues.
• Collaborates with clinical and operational leaders to drive engagement and adoption.
• Designs and oversees role-based training programs for end users.
• Mentors analysts and tech liaisons to promote continuous learning and development.

End-User Support & Stakeholder Engagement

• Ensures effective service delivery and strong collaboration across stakeholders.
• Establishes and monitors KPIs related to service quality and application stability.
• Serves as escalation point for complex application issues.
• Collaborates with DOI Service Management to align with incident, problem, and change management.
• Oversees help desk operations by monitoring ticket resolution and user satisfaction.