Epic Patient Experience Specialist

Thank you for considering a career at Ensemble Health Partners!

Ensemble Health Partners is a leading provider of technology-enabled revenue cycle management solutions for health systems, including hospitals and affiliated physician groups. They offer end-to-end revenue cycle solutions as well as a comprehensive suite of point solutions to clients across the country.

Ensemble keeps communities healthy by keeping hospitals healthy. We recognize that healthcare requires a human touch, and we believe that every touch should be meaningful. This is why our people are the most important part of who we are. By empowering them to challenge the status quo, we know they will be the difference!

O.N.E Purpose:

• Customer Obsession: Consistently provide exceptional experiences for our clients, patients, and colleagues by understanding their needs and exceeding their expectations.

• Embracing New Ideas: Continuously innovate by embracing emerging technology and fostering a culture of creativity and experimentation.

• Striving for Excellence: Execute at a high level by demonstrating our “Best in KLAS” Ensemble Difference Principles and consistently delivering outstanding results.

The Opportunity:

*Must have a current Epic Certification in MyChart, RTE, Welcome, Cadence, or Prelude*

In general, this Epic-certified position will be responsible for the following:

• Developing and implementing long-term best practice Epic strategy across both operations and IT
• Ensuring all parties involved understand the significance and impact of upcoming changes 
• Assisting in educating operational leadership in process improvement and Epic best practices
• Consistent updates on Epic release updates and implementation as it relates to patient experience
• Responsible for build and operational readiness directly related to patient self-service metrics
• Work with Revenue Cycle leaders on reporting, patient self-service functionality, and workflow design
• Help to increase patient interaction and revenue through standardizing workflows and process improvement
• Serve as the lead for Epic issues identified and new change requests
• Produces and reviews decision documents, SBARDs, other documents needed to support build work
• Runs client meetings and monitors client happiness

As part of the team this position will have responsibility for some or all the following specific areas:

• Increasing patient online experience
• Patient self-scheduling accuracy and useage
• Patient self-registration accuracy
• Increasing patient outreach
• Decreasing referral leakage
• Registration accuracy
• Scheduling accuracy
• Authorization capture
• Overall productivity improvement

Performance Monitoring/Improvement/Innovation:

• Works collaboratively with revenue cycle leadership and Epic IT leadership to develop best practice processes and Epic functionality
• Develops, with participation of revenue cycle leadership and IT, project plans and timelines for large performance improvement projects
• Develops weekly/monthly status reports of projects and ensures agreed upon timelines are met
• Advises operational leaders on Epic best practices and adheres to system guidelines
• Monitors Key Performance Indicators and makes recommendations on Epic workflows or enhancements that provide the greatest impact and improvement
• Maintains deep understanding of Epic functionality and maintains all certifications and new release updates
• Performs account level reviews and audits to ensure optimal system performance
• Produces high-quality materials for internal and external use

System Build and Support: 

• Analyze current system build and document needed system changes for best practices
• Performs system build as determined by IT change control process
• Participates in Integrated and User Acceptance Testing as dictated by IT change control
• Supports the IT team by logging tickets, keeping up with status of tickets, ensuring timely response and turnaround of tickets, and escalating tickets as necessary

Education: 

• Responsible for assisting the education department in the development of training materials, curriculum and tip sheets related to Epic
• Performs direct observations in operational areas to ensure Epic best practice workflows are being adhered to and makes n