TEKsystems
Sr. Epic Patient Experience Analyst
Lead and optimize our digital patient engagement and contact center technology initiatives. This role focuses on driving operational excellence across multiple patient‑facing channels and ensuring a seamless digital experience. The ideal candidate will bring 7+ years of Epic experience, deep expertise in contact center technologies, and mandatory certifications in Epic Welcome, MyChart, Hello World, and Cheers (including Campaigns).
Must travel onsite once a month. Must have certifications in Welcome, MyChart, Hello World or Cheers.
Key Responsibilities
Lead the design, build, configuration, and optimization of Epic Patient Experience modules: Cheers (Contact Center Technology and Campaigns), Welcome, MyChart, Hello World (SMS, phone, email communications), Live chat and other digital engagement tools.
Serve as the subject matter expert (SME) for patient‑facing digital engagement, contact center workflows, and outreach campaigns.
Collaborate with operational and clinical stakeholders to streamline and enhance patient digital journeys and targeted communication strategies.
Oversee integration and performance of third‑party platforms (Talkdesk, Genesys, Nuance, etc.) to ensure seamless functionality with Epic.
Plan and execute system upgrades, rigorous testing, and troubleshooting activities.
Mentor junior analysts, providing technical guidance and best practices.
Contribute to strategic planning for digital patient experience innovations, contact center performance, and campaign management.
Acting as the primary support contact for the application's end‑users.
Identify issues that arise in their application area as well as issues that impact other application teams, and work to resolve them.
Guide workflow design, build and test the system, and analyze other technical issues associated with Epic software.
Identify and implement requested changes to the system.
Serve as a liaison between end users' workflow needs and Epic implementation staff.
Maintain regular communication with Epic representatives, including participating in weekly project team meetings.
Work with Epic representatives, the organization’s business community, and end users to ensure the system meets the organization’s business needs regarding the project deliverables and timeline.
Develop an understanding of operational needs to set the direction for the organization’s workflows by attending site visits and other integrated sessions.
Participate in training and work with the team to improve processes.
Required Skills
Epic – Epic certified, Epic Welcome, MyChart, Hello World, Cheers, contact center technology.
Experience with the aforementioned modules.
Experience Level Expert Level
Pay and Benefits
Pay range: $80.00 – $100.00 per hour.
Benefits (for this temporary role may include): medical, dental & vision; critical illness, accident, and hospital; 401(k) retirement plan – pre‑tax and Roth post‑tax contributions; life insurance (voluntary life & AD&D); short and long‑term disability; health spending account (HSA); transportation benefits; employee assistance program; time off/leave (PTO, vacation or sick leave).
Workplace Type Hybrid position in Oakland, CA.
Application Deadline This position is anticipated to close on Oct 24, 2025.
Equal Opportunity Employer Statement The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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Must travel onsite once a month. Must have certifications in Welcome, MyChart, Hello World or Cheers.
Key Responsibilities
Lead the design, build, configuration, and optimization of Epic Patient Experience modules: Cheers (Contact Center Technology and Campaigns), Welcome, MyChart, Hello World (SMS, phone, email communications), Live chat and other digital engagement tools.
Serve as the subject matter expert (SME) for patient‑facing digital engagement, contact center workflows, and outreach campaigns.
Collaborate with operational and clinical stakeholders to streamline and enhance patient digital journeys and targeted communication strategies.
Oversee integration and performance of third‑party platforms (Talkdesk, Genesys, Nuance, etc.) to ensure seamless functionality with Epic.
Plan and execute system upgrades, rigorous testing, and troubleshooting activities.
Mentor junior analysts, providing technical guidance and best practices.
Contribute to strategic planning for digital patient experience innovations, contact center performance, and campaign management.
Acting as the primary support contact for the application's end‑users.
Identify issues that arise in their application area as well as issues that impact other application teams, and work to resolve them.
Guide workflow design, build and test the system, and analyze other technical issues associated with Epic software.
Identify and implement requested changes to the system.
Serve as a liaison between end users' workflow needs and Epic implementation staff.
Maintain regular communication with Epic representatives, including participating in weekly project team meetings.
Work with Epic representatives, the organization’s business community, and end users to ensure the system meets the organization’s business needs regarding the project deliverables and timeline.
Develop an understanding of operational needs to set the direction for the organization’s workflows by attending site visits and other integrated sessions.
Participate in training and work with the team to improve processes.
Required Skills
Epic – Epic certified, Epic Welcome, MyChart, Hello World, Cheers, contact center technology.
Experience with the aforementioned modules.
Experience Level Expert Level
Pay and Benefits
Pay range: $80.00 – $100.00 per hour.
Benefits (for this temporary role may include): medical, dental & vision; critical illness, accident, and hospital; 401(k) retirement plan – pre‑tax and Roth post‑tax contributions; life insurance (voluntary life & AD&D); short and long‑term disability; health spending account (HSA); transportation benefits; employee assistance program; time off/leave (PTO, vacation or sick leave).
Workplace Type Hybrid position in Oakland, CA.
Application Deadline This position is anticipated to close on Oct 24, 2025.
Equal Opportunity Employer Statement The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
#J-18808-Ljbffr