Manager - Epic Application Management

About the Role

The day-to-day activities of this role are centered around managing the complexities of EHR applications, ensuring seamless integration, and providing high-quality support to clients. This involves staying up-to-date with the latest developments in EHR technology, participating in continuous learning opportunities, and collaborating with cross-functional teams to achieve operational objectives.

As a key member of the Managed Services Division, the Manager of Epic Application Management will work closely with various stakeholders, including team members, clients, and senior management. Strong communication skills, both written and verbal, are essential for success in this role, as well as the ability to work independently and as part of a team.

What You Will Do

• Coach team members through difficult customer requests and provide expert-level troubleshooting to ensure the integrity and stability of EHR applications.
• Contribute to the vision and goals of the Managed Services Division and execute projects and daily operations to achieve these objectives.
• Monitor the team's output against operational metrics and provide feedback to team members regarding work performance or other work-related issues.
• Build and configure EHR applications to meet complex customer requirements and manage requests from clients related to areas of application expertise.
• Accurately complete up-to-date documentation in relevant ticketing systems regarding requests processed and incidents solved, while meeting service level agreements (SLAs).
• Continuously develop and improve workflows and processes, following proper change control policies for application builds and configurations.
• Lead application management work for clients across multiple engagements, providing status updates directly to clients as needed.
• Manage multiple complex projects simultaneously, demonstrating success in managing client engagements, including relationships with directors and C-level executives.
• Participate in continuous learning opportunities to grow solution expertise, including leading regular team meetings and sharing knowledge with team members.
• Work on projects that may be assigned on an ad-hoc basis and assist with other corporate initiatives as necessary.

What We Are Looking For

• Post-secondary education or equivalent experience in a relevant field, such as healthcare, information technology, or a related discipline.
• Certification in one or more EHR application modules, with a moderate understanding of functionality within those applications.
• At least 5 years of experience implementing, training, or supporting EHR modules, with a strong background in application management and support.
• Direct staff management experience leading service-oriented teams, preferably in a healthcare or technology setting.
• Excellent problem-solving skills, with the ability to apply these skills in a fast-paced environment.
• Strong communication skills, both written and verbal, with the ability to communicate effectively with technical and non-technical stakeholders.
• Proficiency with Microsoft Office applications, including Excel, and experience with other collaboration tools, such as virtual meeting software and cloud technologies.
• Prior experience with ticketing systems and change management processes, with a strong understanding of ITIL processes and principles.
• Ability to work independently, as well as part of a team, with a strong focus on customer service and support.

Nice to Have

• Previous experience with Epic Systems or other EHR applications, with a deep understanding of their functionality and configuration.
• Knowledge of ITIL processes and principles, with experience implementing these in a real-world setting.
• Participation in previous systems implementations, with a strong understanding of the challenges and opportunities associated with these projects.
• Experience with project management methodologies, such as Agile or Waterfall, with a strong understanding of their application in a healthcare or technology setting.
• Certification in project management or a related field, such as PMP or PRINCE2.

Benefits and Perks

• Competitive salary and benefits package, with a strong focus on employee well-being and satisfaction.
• Opportunities for professional growth and development, including training and education programs.
• Collaborative and dynamic work environment, with a strong focus on teamwork and communication.
• Flexible working arrangements, including remote work options and flexible hours.
• Access to the latest technology and tools, including Microsoft Office and other collaboration software.
• Recognition and reward programs, including employee recognition and reward schemes.
• Health and wellness programs, including access to fitness classes and healthy snacks.

• Develop a strong understanding of EHR applications and their configuration, including Epic Systems and other relevant software.
• Showcase your problem-solving skills and ability to work in a fast-paced environment, highlighting any relevant experience or training.
• Highlight your leadership experience and ability to manage service-oriented teams, including any relevant certifications or training.
• Be prepared to discuss your experience with ticketing systems and change management processes, including any relevant certifications or training.
• Emphasize your ability to work independently and as part of a team, with a strong focus on customer service and support.
• Consider obtaining certifications in EHR applications or project management to enhance your skills and employability.
• Prepare examples of your experience with continuous learning opportunities and sharing knowledge with team members, highlighting any relevant training or education programs.