The Manager of Epic Business Analysis leads a team of analysts and trainers responsible for optimizing Epic workflows, translating operational needs into effective system solutions, and ensuring alignment with organizational strategy. This role oversees requirements gathering, system configuration, and the delivery of high-quality ongoing support to maintain stable, efficient clinical and business operations. The manager drives process improvement, mentors staff, and partners with operational and IT leadership to deliver enhancements that improve user experience and overall organizational performance.
Primary Duties and Responsibilities- Team leadership and talent development: Leads a combined team of Epic business analysts and trainers, setting goals, coaching, and managing performance and capacity. Builds an inclusive, high-performing culture and clear career paths. Ensures certifications and readiness for upcoming work.
- Solution delivery and quality: Facilitates requirements gathering and current/future-state workflow design; ensures build/config follows standards and is well documented. Plans releases, cutovers, and go-lives, ensuring safe, usable solutions that meet operational objectives.
- Support operations and stabilization: Runs a disciplined tiered support model with SLAs, triage, and problem management. Monitors queue health and drives root-cause elimination and knowledge base enhancements. Reduces repeat issues and restores service quickly through proactive monitoring and continuous improvement.
- Compliance, integration, and risk management: Enforces governance, change control, privacy/security practices, and regulatory requirements (e.g., HIPAA). Coordinates cross-application and integration work with technical teams to ensure end-to-end safety and data integrity. Proactively identifies and mitigates delivery and operational risks; maintains audit readiness.
- Training oversight and change enablement: Oversees trainers' delivery, to ensure role-based education is timely, accurate, and aligned to build changes and go-lives.
- Supervises staff. Hires, develops and manages staff to achieve organizational goals. Sets clear expectations, delivers feedback, and monitors performance for efficiency and compliance with policies and procedures. Mentors staff, fosters career growth and cultivates a positive and productive work environment.
Knowledge, Skills and Abilities- Strong written and verbal communication; able to tailor messaging to technical, operational, and executive audiences.
- Strong people-management skills (hiring, coaching, performance management, conflict resolution, and team development).
- Demonstrated ability to lead service delivery in complex environments, balancing reliability, responsiveness, and continuous improvement.
- Working knowledge of IT service management practices (e.g., incident, problem, change, request, and knowledge management).
- Strong customer service orientation and commitment to high-quality, timely support.
- Proficiency applying project and/or product delivery methods (scope, schedule, dependencies, risk management, and stakeholder reporting).
- Strong analytical and troubleshooting skills; able to guide root-cause analysis and implement preventive actions.
- Vendor and contract management capability, including managing SLAs, deliverables, escalations, and renewals.
- Ability to influence and collaborate across functions without direct authority; effective facilitation and negotiation skills.
- Strong organizational skills and comfort operating in a fast-changing environment with competing priorities.
Minimum Job Qualifications- Bachelor's degree in Business, IT, or Healthcare required.
- 5-7 years in healthcare operations/IT business analysis or systems optimization within clinical and/or revenue cycle domains required.
- 3+ years formal or matrix leadership (team/workstream/project lead) required.
- End-to-end delivery experience required: at least one full lifecycle implementation of an EHR or comparable enterprise platform (e.g., scheduling, billing, practice management) and multiple upgrades/optimization cycles.
- Hands-on experience with requirements facilitation, workflow redesign, testing/UAT, release/cutover planning, and post-go-live stabilization required.
- Proficiency in SDLC and ITSM practices preferred, including requirements/process mapping, testing/UAT, release/change control, and incident/problem management.
License/Certification/Registration Required: None
Supervisory Responsibilities: Yes
- Supervises Epic Business Analysts and Trainers.
Patient Contact: No
The hiring range is based on market pay structures, with individual salaries determined by factors such as business needs, market conditions, internal equity, and based on the candidate's relevant experience, skills and qualifications.
For union positions, the pay range is determined by the Collective Bargaining Agreement (CBA).
$117,200.00 - $134,100.00
