Program Manager IV- Epic

                    

At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient experience, every day.

                        

We all have the power to help, heal and change lives — beginning with our own. That’s the power of the Cleveland Clinic Health System team, and The Power of Every One.

                                    

Job Title

Program Manager IV- Epic

                        

Location

Cleveland

                    

Facility

Cleveland Clinic Main Campus

                     

Department

ITD Digital Business Admin-Information Tech Div

                      

Job Code

T33035

                     

Shift

Days + Call

                       

Schedule

8:00am-5:00pm

                       

Job Summary

                         

Job Details

Join the Cleveland Clinic team, where you will work alongside passionate caregivers and provide patient-first healthcare. Here, you will receive endless support and appreciation while building a rewarding career with one of the most respected healthcare organizations in the world.   

This role is integral to supporting the Epic electronic health record (EHR) and peripheral viability through ongoing support and implementations, focusing on technical planning, deployment, troubleshooting, and assurance of operational readiness and sustainability. This position involves extensive collaboration across technical and clinical teams to ensure continuous system performance in support of clinical operations and facilitation of smooth Epic upgrades and deployments, emphasizing end-user support and system functionality. 

The incumbent will provide both on-site and remote technical assistance, managing hardware, software, and networking equipment deployment and maintenance. Key responsibilities include supporting Epic implementation, coordinating with site leadership and application teams, and troubleshooting to ensure a seamless end-user experience during Epic activations and upgrades. 

 

A caregiver in this position works on a hybrid schedule, Monday - Friday from 8:00AM – 5:00PM, with 4 days onsite per week.  

A caregiver who excels in this role will:  

• Develop, maintain, manage and implement operational systems and activities.  

• Serve as a liaison with all levels of Cleveland Clinic and the outside community.  

• Manage multiple projects and priorities.  

• Serve as a coach and mentor for other caregivers.  

• Review and monitor adherence to Human Resources policies and corporate compliance procedures.  

Expanded Description of Responsibilities

Deployment and Installation

• Facilitate deployment of network components, desktops, and printers to support Epic upgrades / go-lives

• Execute Technical Dress Rehearsal (TDR) testing aligned with Epic deployment scripts

• Perform plug-and-play setups for desktops, monitors, and printers

• Ensure printer configurations are completed across all systems

Inventory and Documentation

• Maintain comprehensive inventory of workstations and printers to ensure continuous performance and readiness for Epic upgrades / cutovers

• Document workstation-to-printer mappings and update status logs according to Epic go-live standards

Support and Issue Resolution

• Triage inbound Epic related requests and incidents and as necessary coordinate response and resolution of end user requests and/or production performance issues with IT Department Core teams

• Act as the primary contact for go-live issues, escalating technical problems to Epic teams as necessary

• Provide on-site troubleshooting for hardware, connectivity, and peripheral integration related to Epic workflows

• Manage end-user feedback and escalate issues to the Site Coordinator or relevant teams