Epic Customer Experience Lead - FT - Days

The Epic Customer Experience Leader is the primary owner of the Epic Customer Experience Suite of applications, including EpicCare Link (ECL), Epic MyChart, and all associated functions of both applications. The Leader is Epic ECL and MyChart certified and should be familiar with Inpatient and Ambulatory clinical documentation and the associated Epic applications. While Epic analyst tasks and maintenance is required, the focus of the Leader will be to act as a liaison to external providers to promote and maximize the usage of EpicCare Link (ECL) for provider satisfaction and improved patient continuity of care and collaborate with Patient Experience Operational Leaders and Ambulatory clinics to promote the MyChart application for improved patient usage and adoption.

Usage of ECL involves chart access for external referring providers, long term care facilities, public service facilities, organ transplantation coordinators, billing companies and payers. Functionality for providers includes ordering, scheduling, post-acute care placement and referrals to VH specialties. Usage of the MyChart application will range from self-scheduling, pre-arrival financial clearance, self-check-in, pre-treatment payment collection, inpatient usage as a digital whiteboard, care coordination, post-acute care follow-up, virtual visits, medication refills, health care campaigns, and patient outreach efforts designed to maximize the patient experience across all settings of care within the Vitruvian Health (VH). The Leader will also be familiar with and ensure adherence to legal requirements and operational policies related to external providers and patient privacy practices.

Education: Bachelor’s degree in an Information Systems / Clinical Informatics / Business related field or 4 years of related IT experience in a healthcare environment.

Licensure: Credentials in clinical practice or health information technologies is preferred. Epic Certification is required (May hire into position without certification but must attain certification within first 45 days of HHCS sponsored Epic training to continue employment).

Experience: Two (2 ) years within a progressive information technology organization. One (1 ) year of Hospital/Health Care organizational experience.

Skills: Complete Epic Customer Experience application system knowledge to include ECL and MyChart. Requires in depth knowledge and experience. Has developed deep conceptual and practical expertise in own discipline and basic knowledge of related disciplines. Understands workflows and makes thoughtful recommendations on the fly. Creates unique solutions based on experiences and knowledge of other's build/configure and workflows. Understands how to work with data and dashboards to analyze and target areas for improvement. Incorporates future software direction into recommendations. Demonstrated ability to collaborate effectively with others, gain trust and build/configure strong relationships. Flexibility and adaptability with respect to changing end user business needs. Seeking, logically examining, and interpreting information from different sources to determine a problem's cause and developing a course of action to resolve the problem and to prevent its recurrence bring effective solutions to complex customer problems. The ability to persevere in difficult situations, overcome obstacles, and reach high levels of performance when faced with stressful work situations and time pressures. The willingness to put forth extra effort when required, including demonstrating persistence in the face of obstacles and adversity. A highly motivated, detail and service oriented individual that enjoys working with others in a team, that can accurately set priorities, work effectively with minimal direction in a job environment involving creative leadership, possessing written and verbal communication skills, problem solving, organizational and technical skills which include PC familiarization; A technical and functional understanding of hospital, clinic, and related information systems that will allow credibility in the eyes of Vitruvian Health management, end users, other Informatics Team members, consultants and vendors; Computer skill set and/or enhanced specialty area workflow knowledge that encompasses intrinsic troubleshooting knowledge and operation optimization strategies; Familiar with a variety of the field's code sets, concepts, practices, and procedures. Rely on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks. Will lead and direct specific work of ECL and MyChart application analysts in collaboration with the Ambulatory Clinicals Application Manager. A wide degree of creativity and latitude is expected while enforcing established standards. Additionally, the Leader may provide consultation on complex projects and is considered to be a top level contributor/specialist that can make it happen. A working knowledge of processes performed by the specific areas in health information served, administrative, operational and technical skills necessary to properly identify, justify and fulfill departmental automation requirements; Ability to work with and utilize to the best advantage the VH representatives of various vendors and consultants; A mature individual with a strong sense of customer service, organization, optimization, and continuous improvement.