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HTC Global Services wants you. Come build new things with us and advance your career. At HTC Global you'll collaborate with experts. You'll join successful teams contributing to our clients' success. You'll work side by side with our clients and have long-term opportunities to advance your career with the latest emerging technologies.

At HTC Global Services our consultants have access to a comprehensive benefits package. Benefits can include Paid-Time-Off, Paid Holidays, 401K matching, Life and Accidental Death Insurance, Short & Long Term Disability Insurance, and a variety of other perks.

The Epic MyChart / Patient Engagement Applications Analyst serves as a subject matter expert (SME) within the the organization, responsible for the design, build, configuration, and ongoing support of Epic's MyChart and related patient engagement applications for multiple client environments.

The Analyst leverages deep functional and technical knowledge of Epic products, workflows, and strategy to deliver innovative, high-quality solutions that enhance patient experience and digital engagement. The Analyst works collaboratively with client stakeholders, operational leaders, and internal AMS teams to ensure system stability, optimization, and alignment with each organization's strategic goals. This role requires an experienced professional who can independently manage complex configurations, understand end-to-end Epic workflows, and provide insight into product capabilities, limitations, and best practices.
Key Responsibilities:
Epic Design, Build & Configuration

• Lead design and configuration efforts for Epic MyChart and patient engagement applications across client organizations.
• Translate client business requirements into scalable Epic build solutions that align with operational workflows and digital access goals.
• Configure and maintain MyChart settings, features, and integrations to support functions such as appointment scheduling, messaging, billing, telehealth, and proxy access.
• Conduct build validation, testing, and documentation to ensure high-quality, reliable system delivery.
• Recommend configuration enhancements and process improvements based on Epic's best practices and product roadmap.

AMS Support & Maintenance

• Provide advanced production support to assigned clients, ensuring timely triage, root cause analysis, and resolution of application issues.
• Monitor and maintain MyChart environments through upgrades, releases, and patches in alignment with Epic version updates.
• Manage change requests and service tickets in accordance with defined SLAs and governance processes.
• Collaborate with client IT and operational teams to ensure smooth transitions between project implementation and steady-state support.

Subject Matter Expertise & Client Advisory

• Serve as a MyChart and Patient Engagement SME, advising clients on configuration options, workflow optimization, and Epic capabilities.
• Offer expert-level insight into Epic's product roadmap, emerging features, and known limitations.
• Support pre-sales and RFP processes by providing technical and functional input to proposals, solution designs, and presentations.

Collaboration & Delivery Excellence

• Partner closely with Epic AMS Lead, project managers, and client stakeholders to ensure consistent communication, alignment, and delivery of client objectives.
• Participate in AMS governance meetings and service reviews, presenting insights, metrics, and recommendations for continuous improvement.
• Mentor junior analysts and contribute to knowledge-sharing within the AMS practice.
• Contribute to internal tool development, reusable build standards, and process documentation to improve delivery efficiency.

Qualifications:

• Bachelor's degree in Information Systems, Computer Science, Healthcare Administration, or related field (or equivalent experience).
• Minimum 5+ years of Epic MyChart / Patient Engagement experience in design, build, and support within a consulting or AMS environment.
• Active Epic MyChart certification required (additional Epic certifications such as EpicCare, Grand Central/Prelude, Welcome, or Cheers strongly preferred).
• Epic full cycle project implementation experience a plus, but not required.
• Deep understanding of Epic product strategy, functionality, and limitations as they relate to patient engagement and interoperability.
• Demonstrated ability to manage multiple client environments, priorities, and service levels simultaneously.
• Strong knowledge of Epic workflow design principles, user access models, and patient communication capabilities.
• Proven ability to translate client business and operational needs into effective Epic configuration and system solutions.
• Excellent written and verbal communication skills with experience in client-facing roles.
• Strong organizational, time management, and problem-solving abilities.

Core Competencies:

• Epic Mastery: Deep technical and functional expertise across Epic MyChart and related patient engagement tools.
• Client-Centered Consulting: Understands client business models and tailors Epic solutions to meet operational and strategic objectives.
• Analytical & Problem Solving: Excels in troubleshooting, diagnosing, and resolving complex configuration or workflow issues.
• Communication & Influence: Effectively conveys technical concepts and recommendations to diverse audiences.
• Continuous Improvement: Identifies opportunities to optimize build standards, workflows, and client experience.
• Autonomy & Ownership: Operates independently, managing workload, priorities, and client relationships with minimal oversight.

Our success as a company is built on practicing inclusion and embracing diversity. HTC Global Services is committed to providing a work environment free from discrimination and harassment, where all employees are treated with respect and dignity. Together we work to create and maintain an environment where everyone feels valued, included, and respected. At HTC Global Services, our differences are embraced and celebrated. HTC is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce. HTC is proud to be recognized as a National Minority Supplier.

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