Position Summary
Current EPIC certifications required
Shepherd Center is seeking an experienced Epic Application Manager to lead a clinical and ancillary applications team supporting Epic and related healthcare systems. This role is ideal for a collaborative Epic leader who enjoys developing people, partnering with operations, solving complex workflow challenges, and helping a mission-driven specialty hospital continue to optimize its EHR environment.
This position requires both strong people leadership and advanced Epic application expertise. The manager provides team leadership while also functioning as a hands-on senior analyst, guiding and directly supporting design, build, testing, upgrades, issue resolution, production support, and ongoing optimization.
The manager serves as a key bridge between Information Systems, clinical and ancillary operations, analysts, end users, our Community Connect partner, Epic representatives, and third-party vendors. The ideal candidate is an experienced Epic analyst or application leader who enjoys both leading people and staying close to the work. This is a player-coach role suited for someone who is comfortable balancing team management, hands-on build, project execution, production support, and operational partnership
- Key Responsibilities
Team Leadership & Staff Development - Lead and support the Epic Clinical/Ancillary Applications team, fostering a positive, respectful, and accountable work environment.
- Set clear expectations, priorities, goals, and regular touchpoints with team members.
- Provide coaching, feedback, recognition, mentoring, and performance management.
- Manage staffing plans, workload assignments, timekeeping, and on-call scheduling.
- Serve as an escalation point for complex application, workflow, integration, and end-user issues.
- Epic Build, Configuration & Application Support
- Prioritize system requests working with operational leaders - based on organizational needs, risk, urgency, and team capacity.
- Perform / oversee complex Epic build, configuration, validation, testing, troubleshooting, optimization, and maintenance.
- Lead and analyze workflow design, build decisions, integrated testing, issue resolution, and operational readiness.
- Review and validate analyst build for quality, consistency, maintainability, and alignment with operational needs.
- Implement approved system changes following change control processes.
- Epic Projects, Upgrades & Optimization
- Lead and support cross-functional Epic projects, enhancements, and optimization efforts.
- Participate in and oversee Epic upgrade activities, including Nova Notes, IRDs, SUs, RAs, build, testing, validation, deployment, and post-live support.
- Perform application and integrated testing, document results, and coordinate issue resolution.
- Provide senior-level analyst support for high-priority initiatives, production issues, and operational escalations.
- Facilitate meetings with team members and stakeholders to review priorities, progress, risks, and upcoming work.
- Operational Partnership & Communication
- Build strong relationships with clinical leaders, ancillary departments, operational partners, analysts, end users, super users, vendors, Epic, and Community Connect partners.
- Translate technical concepts into clear, meaningful communication for operational, technical, and leadership audiences.
- Collaborate across clinical, ancillary, financial, technical, and operational teams to improve system effectiveness.
- Communicate project status, risks, issues, decisions, and resource needs clearly and timely.
- Compliance, Documentation & Support
- Maintain knowledge of clinical/ancillary operations, regulatory requirements, Epic functionality, and industry best practices.
- Develop and maintain system documentation, support materials, and knowledge base content.
- Participate in Tier 2 on-call support rotation as needed.
- Deliver customer service aligned with Shepherd Center's mission and pillars of excellence.
- Perform other related duties as assigned.
- Required Minimum Certification
- Active Epic certification in at least one relevant Epic application required; multiple Epic certifications preferred. Examples may include EpicCare Ambulatory, ClinDoc, Orders, Radiant, Willow, Beaker, MyChart, or another Epic application.
- Required Minimum Experience
- Minimum of three years of progressive healthcare IT, Epic application, clinical operations, ancillary operations, integration, analytics, or related healthcare technology experience required; five or more years preferred.
- Evidence of progressive leadership experience required, which may include formal management, team lead responsibilities, project leadership, mentoring, supervision, or equivalent experience.
- Experience functioning as an Epic senior analyst, application lead, or similar IT applications role required.
- Preferred Qualifications
- Prior experience managing or leading an Epic applications team.
- Experience supporting one or more areas such as Ambulatory, Orders, ClinDoc, Lab, Pharmacy, Radiology/Imaging, MyChart, or integrated clinical workflows.
- Experience in a hospital, rehabilitation, academic medical center, specialty care, or complex healthcare environment.
- Experience with Epic upgrades, Nova Notes, integrated testing, change control, and optimization.
- Multiple active Epic certifications preferred.
- Experience with ServiceNow or similar IT service management tools.
- Required Minimum Education
Bachelor's degree in Nursing, Allied Health, Information Technology, Computer Science, Healthcare Administration, or a related field required.
