Summary:Provides technical and operational support for the
Epic Cheers Call Management application and associated tools that enable contact center and access services across the health system. This role focuses on supporting both existing and new users, resolving issues, optimizing workflows, and driving adoption. Additionally, the position supports the introduction and ongoing enhancement of new digital engagement capabilities, including Emmie (Virtual Assistant and Live Chat), to improve access, efficiency, and patient experience.
Responsibilities:- Provides day-to-day support for Epic Cheers Call Management, assisting existing and new users with system functionality, issue resolution, and workflow optimization. Ensures solutions align with enterprise standards and evolving business and technology requirements.
- Develops and maintains clear, user-friendly documentation and training materials for Cheers Call Management and related tools, including Emmie Virtual Assistant and Live Chat. Keeps documentation current to reflect system updates, enhancements, and new functionality.
- Serves as a liaison between IT and operational teams (e.g., contact center, access services), ensuring effective use of Cheers capabilities. Supports onboarding and training of new users and may lead or coordinate implementations of new features or services such as Emmie.
- Identifies opportunities to enhance call management workflows and digital engagement solutions. Participates in defining system scope, requirements, and solutions; designs, tests, and implements system updates, integrations, and enhancements, including those supporting virtual assistant and chat capabilities. 5. Communicates regularly with stakeholders on system performance, user support trends, project progress, and the rollout or optimization of new services such as Emmie Virtual Assistant and Live Chat.
Preferred skills: - 2+ years of hands-on Epic experience, preferably with Epic Cheers - Call Management, Nurse Triage, or other key Epic modules.
- Proven ability to analyze requirements and build Epic workflows.
- Strong analytical, documentation, and organizational skills with a detail-oriented mindset.
- Demonstrated ability to manage multiple projects in a fast-paced environment and communicate effectively across business and technical teams.
- Epic certification or "accreditation" in Epic Cheers - Call Management and/or Nurse Triage (or similar Epic modules)
Other InformationEducation Requirements:• Bachelor's degree in Computer Science, Information Systems Management or related field (or equivalent combination of education, training and experience).
Licensure/Certification Requirements:• No licensure or certification required.
Professional Experience Requirements:• If a Bachelor's degree: Two (2) years of IT systems and/or operational experience.
• If an Associate's degree: Four (4) years of IT systems and/or operational experience.
• If a High School diploma or GED: Six (6) years of IT systems and/or operational experience.
Knowledge/Skills/and Abilities Requirements:• Excellent analytical and communication skills. Ability to work well in a team environment. Demonstrated ability to successfully manage multiple tasks simultaneously. Highly responsive to internal customers.
Job DetailsLegal Employer: NCHEALTH
Entity: Shared Services
Organization Unit: ISD Business and Revenue Cycle
Work Type: Full Time
Standard Hours Per Week: 40.00
Salary Range: $33.37 - $47.97 per hour (Hiring Range)
Pay offers are determined by experience and internal equity
Work Assignment Type: Remote
Work Schedule: Day Job
Location of Job: US:NC:Morrisville
Exempt From Overtime: Exempt: Yes
This position is employed by NC Health (Rex Healthcare, Inc., d/b/a NC Health), a private, fully-owned subsidiary of UNC Health Care System, in a department that provides shared services to operations across UNC Health Care; except that, if you are currently a UNCHCS State employee already working in a designated shared services department, you may remain a UNCHCS State employee if selected for this job.
