Epic Applications Lead - Patient Access

JOB DESCRIPTION

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.

The Applications Lead manages and supports Epic analysts working across patient access workflows, including registration, scheduling, pre-visit intake, and patient engagement processes, while also serving as a hands-on subject matter expert for configuration, workflow optimization, and system upgrades. This role partners closely with Patient Access, Call Center, Operations, Patient Experience, and IT stakeholders to translate operational and patient experience requirements into scalable, compliant Epic solutions that enhance patient satisfaction, streamline front-end operations, and support organizational growth.

• 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…