Manager, Applications – Patient and Experience

You’re more valuable than ever – And that’s just how we’ll make you feel.

Job Summary

The Manager, Applications – Patient and Experience, provides strategic, operational, and technical leadership for Epic Patient Access and Patient Experience platforms. This role is accountable for the endto-end ownership, optimization, and performance of key patient access and experience applications including Cadence, Prelude, MyChart, Mend, and Experity Clockwise, ensuring seamless access to care, efficient scheduling and registration workflows, and exceptional digital patient experiences. In addition, the role provides leadership for a team of application analysts, setting priorities, managing resources, and ensuring high-quality delivery, system reliability, and regulatory compliance. The Manager, Applications – Patient and Experience drives technology innovation through the adoption of best practices, data-driven decision-making, and continuous improvement, while serving as a trusted advisor to enterprise leadership on patient access strategy and technology-enabled experience improvements.

Qualifications Education Required:

• Bachelor's degree in healthcare administration, business or related field

Licenses/Certifications Required:

• Epic certification in at least 1 application of MyChart, Cadence, or Prelude or equivalent years of experience with Epic.

Work Experience Required:

• 5+ years of experience in healthcare technology, healthcare IT, or clinical systems environments

• 3+ years of progressive experience in EMR or Epic application support and administration, including demonstrated leadership responsibilities such as leading workstreams, mentoring analysts, or providing functional or technical direction (formal people management experience preferred) Preferred Qualifications, Education, Licenses, Certifications, Experience, etc.:

• Relevant certifications in application management, ITIL, or related areas

Knowledge, Skills, and Abilities

• This role involves overseeing team members and interaction and collaboration with other departments and requires excellent judgment and interpersonal skills. • Strong knowledge of agile methodologies and hands-on experience implementing agile practices. • Strong knowledge and understanding of Epic applications and integrated systems. • Proficiency in application management tools and technologies. • Exceptional communication and collaboration skills. • Strong analytical and problem-solving skills. • Proficiency in agile project management tools such as Jira. • Ability to lead, coach, and mentor teams and individuals at all levels. • Ability to see the big picture and align agile initiatives with business goals. • Passion for continuous improvement and staying current with industry trends. • Ability to work in a fast-paced, ever-changing environment. • Focused on delivering tangible outcomes and measurable value for the business

Essential Duties and Responsibilities

Team Leadership and Development:

• Manage and mentor Epic Analysts and Applications Analysts, providing direction, performance management, and career development fostering a collaborative and high performance culture prior. • Responsible for setting expectations and managing team members for on-call rotation. • Set priorities, allocate resources, and balance project work for team members in collaboration with Operational leaders. • Identify and address skill gaps within the team, providing training and development opportunities as needed. • Establish best practices for documentation, build standards, testing, and knowledge sharing

Stakeholder Engagement and Communication:

• Work closely with stakeholders to understand their needs and ensure patient access and experience owned applications meet their requirements. • Manage relationships with vendors providing healthcare applications and services, ensuring they meet performance and compliance standards. • Act as a liaison between the application support team and stakeholders, ensuring alignment on goals, priorities, and expectations. • Provide regular updates to senior leadership on the status of application services.

Resource Management:

• Allocate resources effectively to ensure the successful delivery of application services. • Balance competing priorities and adjust resource allocation as needed.

Technology Leadership:

• Stay current with industry trends and best practices in application support and administration. • Provide thought leadership on the adoption of new technologies and methodologies. • Lead the implementation of new tools and technologies to enhance application services.

Operational Support & System Management

Manage team members who handle routine maintenance, optimization requests, implementation