Senior Patient Experience Analyst

Job Description: We are looking for a dynamic Senior Patient Experience Analyst to spearhead and enhance our digital patient engagement and contact center technology initiatives. This is a pivotal role in driving operational excellence across various patient-facing channels while ensuring a smooth digital experience for our patients. Ideal candidates will possess over 7 years of Epic experience, profound knowledge in contact center technologies, and essential certifications in Epic Welcome, MyChart, Hello World, and Cheers (including Campaigns). Required Skills: Current Epic analysts with relevant certifications and practical experience in Welcome, MyChart, Hello World, and Cheers (including Campaigns). Epic analysts with a background in Patient Access, MyChart, or Cadence who have evolved into digital patient experience or contact center technology roles. Analysts adept in integrating Epic with third-party contact center tools and proficient in managing patient-facing communication platforms. Senior Epic professionals with a track record of leading implementations, optimizations, or digital transformation projects in the patient engagement sector. Qualifications: 8+ years of Epic experience focusing primarily on Patient Experience modules. Mandatory Epic certifications in: Welcome, MyChart, Hello World, Cheers (including Campaigns). Proven skills in managing digital channels (SMS, phone, email, live chat, MyChart) and overseeing contact center workflows. Strong grasp of healthcare contact center operations and experience with third-party platforms (Talkdesk, Genesys, Nuance, etc.). Demonstrated leadership capabilities in cross-functional projects and stakeholder engagement. Excellent analytical, troubleshooting, and communication abilities. 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. Act as the subject matter expert (SME) for patient-facing digital engagement, contact center workflows, and outreach campaigns. Oversee the integration and performance of third-party platforms (Talkdesk, Genesys, Nuance, etc.) ensuring seamless connectivity with Epic. Contribute to strategic planning for innovative digital patient experiences, enhancing contact center performance and campaign management. Guide workflow design, build, test the system, and analyze technical issues linked to Epic software. Communicate regularly with Epic representatives, participating in weekly project team meetings. Collaborate with Epic representatives, your organization’s business community, and end users to align the system with the organization’s business needs regarding project deliverables and timelines. Develop an understanding of operational needs to set the direction for workflows by engaging in site visits and integrated sessions. Review project statuses and ongoing issues with leadership regularly. Facilitate weekly team communications to discuss deliverables, shared issues, user concerns, budget, and upcoming milestones. Key Epic Module Skills: Welcome:

Configuring and optimizing pre-arrival check-in workflows, managing kiosk, tablet, and mobile check-in features, and implementing patient intake and registration updates. MyChart:

Configuring and managing patient portal and MyChart app features, supporting online scheduling, messaging, results viewing, and document sharing, and troubleshooting patient access and technical issues. Hello World:

Setting up and managing patient communication workflows (SMS, email, phone notifications), configuring real-time and scheduled messaging. Cheers (Contact Center and Campaigns):

Designing and optimizing contact center workflows, including scripting and routing, managing proactive outreach campaigns, and real-time dashboards.