The Opportunity: The
Epic Optimization Analyst - Oversight Coordinator serves as a highly organized, detail-oriented liaison between operational leaders, client IT teams, and Epic Services. This role owns the coordination and oversight of Epic optimization initiatives from request through resolution, managing project plans, timelines, priorities, and follow-up. The ideal candidate is naturally curious and persistent, comfortable digging into complex issues, tracking down answers, asking the right questions, and driving teams toward clear decisions and next steps. Success in this role requires a strong understanding of client needs and operational demands, along with the confidence to lead cross-functional discussions and ensure projects and requests continue moving forward.
In general, this position will be responsible for the following:
- Request intake and oversight: Manage the intake process for enhancement and maintenance requests entered by operational leaders, ensuring every request is complete, routed appropriately, and tracked from submission through resolution.
- Facilitate collaboration: Lead calls with client IT, Epic Services technical specialists, and Ensemble Partnership Success teams, including additional calls as needed for more complex discussions.
- Review and governance: Review requests during Epic Services (ES) review calls and as needed, and gain approval through cross-functional governance.
- Submit and follow up on tickets: Submit approved requests to the client's ticketing system and follow up at the client level until resolution.
- Documentation and reporting: Maintain detailed records of requests, decisions, and activities. Ensure status updates in the client's ticketing system are reflected in Ensemble's central ticketing system. Generate regular reports on request and ticket status, project milestones, and overall performance.
- Team collaboration: Work closely with other departments to ensure seamless operations and client satisfaction. Share ideas with leadership on continuous improvement and opportunities both internally to Ensemble and with clients.
Essential Job FunctionsRequest Intake and Oversight:
- Manages the intake process for enhancement and maintenance requests entered by operational leaders, ensuring requests are complete and accurate before they move forward.
- Maintains oversight of all requests from submission through resolution, tracking status and priority.
- Partners with operational leaders to clarify the business need, scope, and expected outcome of each request.
Review and Governance:
- Reviews requests during Epic Services (ES) review calls and reviews requests as needed between scheduled calls.
- Gains approval of requests through cross-functional governance and communicates decisions to requestors.
- Works collaboratively with revenue cycle leadership and Epic Services to establish priorities.
Meeting Facilitation and Collaboration:
- Facilitates calls with client IT, Epic Services technical specialists, and Ensemble Partnership Success teams.
- Schedules and facilitates additional calls as needed for more complex discussions, driving toward clear decisions and next steps.
- Documents meeting outcomes, action items, and owners, and distributes them to participants.
Ticket Submission and Client Follow-Up:
- Submits approved requests to the client's ticketing system with complete and accurate information.
- Follows up at the client level to track requests to resolution, and escalates delays or concerns to leadership.
- Ensures status updates in the client's ticketing system are reflected in Ensemble's central ticketing system.
Project Management/Follow Up/Task Organization:
- Develops, with participation of revenue cycle leadership and IT, project plans and timelines for maintenance and project initiatives.
- Tracks status of projects/tickets and follows up when tasks are not completed.
- Escalates concerns to leadership.
Communication and Documentation:
- Produces high-quality materials for internal and external use.
- Uses Microsoft tools to develop and update weekly/monthly status reports on requests, tickets, and projects, and ensures agreed upon timelines are met.
- Maintains detailed records of requests, decisions, and activities.
Education and Process Support:
- Educates revenue cycle leaders and clients, including new leaders, on the Ensemble Epic enhancement and intake process.
- Maintains up-to-date knowledge of Epic revenue cycle functionality, certifications, and release updates.
- Shares ideas with leadership on continuous improvement, both internally to Ensemble and with clients.
Education QualificationsPreferred Education: 4 year/ Bachelors Degree
Licensure/Certification Preferred:Must pass the Certified Revenue Cycle Representative Examination offered through Healthcare Financial Management Association within 6 months of hire, unless already certified.
Minimum Years and Type of Experience:1-2 years of job experience in Epic revenue cycle functions, in either PB, HB, HIM or Patient Access
Other Knowledge, Skills and Abilities Required: While we do not expect this position to require 100% travel, we do expect that the coordinator will need to travel periodically. For this reason, the coordinator should be available to travel up to 10%. Excellent communication, facilitation, organization, and problem-solving skills; detail-oriented and adaptable to change.
Preferred: Extensive experience with Microsoft products, including Excel, PowerPoint, Word, and Outlook. Working knowledge of the hospital revenue cycle operations
Additional Information- This position pays between $68,500 - $103,000 based on experience and geographical location.
- Must be inquisitive and demonstrate openness to innovation including AI to explore better processes and ways to alleviate friction and improve patient and client experiences.
- This is a remote position; however, candidates must be willing and able to travel to and work onsite at client, temporary, or corporate office locations as business needs require.
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