We are seeking a candidate with in-depth experience supporting Patient Access workflows across both inpatient and outpatient settings, with strong knowledge of Financial Clearance processes. The ideal candidate will have hands-on exposure to real-time eligibility verification, bed management, and service level authorizations, including knowledge of insurance workflows and systems to support prior authorization requirements. Epic Prelude and/or Grand Central certification strongly preferred.

In this role, you will provide day-to-day support for Patient Access business operations while continuously optimizing Epic to maximize workflow efficiency and improve both the end-user and patient experience, recognizing a highly matrixed environment. You will serve as a liaison between end users, operational leaders, IT support teams, and vendors to design, build, support, and enhance Epic solutions in a timely, high-quality manner-triaging and resolving incidents and service requests, troubleshooting workflow and build issues, and identifying root causes and process improvements to prevent recurring problems. You'll also contribute to project implementations and medium-to-high complexity initiatives by gathering and analyzing requirements, documenting workflows, translating needs into build/configuration, coordinating testing and validation, supporting go-live readiness, and driving post-go-live stabilization and ongoing optimization with minimal guidance. The ideal candidate stays current on industry trends, regulatory and payer requirements, and emerging Epic functionality and third-party solutions, bringing forward recommendations that strengthen compliance, efficiency, and patient access continuity; familiarity with adjacent Epic applications such as Willow, Beacon, Cadence, and/or Ambulatory is strongly valued.

Primary Duties and Responsibilities

• Application Lifecycle & Technical Leadership: Leads design, development, testing, and maintenance of complex or specialty systems. Ensures system performance, scalability, and regulatory compliance. Drives roadmap input, standardization, and continuous improvement initiatives.
• Business Analysis & Strategic Solution Design: Leads the discovery and translation of complex, cross-functional business requirements into scalable functional and technical solutions. Partners with business and technology stakeholders to define long-term, sustainable strategies that align with enterprise architecture and organizational goals. Analyzes workflows and systems to optimize operational efficiency and business outcomes.
• Testing, Quality & Risk Management: Leads test strategy, planning, and execution for complex enhancements and cross-functional initiatives, ensuring comprehensive validation across upstream, downstream, and integrated systems. Evaluates cross-functional process and data impacts to proactively identify risk, prevent operational disruption, and ensure high-quality, stable releases. Partners with technical teams and business stakeholders to resolve defects, strengthen test coverage, and continuously improve quality assurance practices.
• Operational Support & System Reliability: Oversees system operations including upgrades, enhancements, and integrations. Leads resolution of high-impact incidents and system issues. Improves reliability by conducting root-cause analyses for recurring high-impact incidents, managing corrective action plans, and coordinating with engineering/infra to implement and validate preventive measures. Maintains operational readiness by developing/updating runbooks and support documentation, coordinating on-call procedures, and mentoring others on operational best practices.
• Training, Documentation & Knowledge Transfer: Establishes and maintains training standards, documentation frameworks, and knowledge repositories to ensure consistency, sustainability, and operational readiness. Leads knowledge transfer for new implementations, enhancements, and process changes, ensuring stakeholders and support teams are prepared for adoption. Partners with operational leaders to ensure timely, accurate outward communication of system changes, risks, and adoption guidance.
• Collaboration & Vendor Management: Delivers high-quality, customer-focused support. Leads collaboration with vendors, engineering, and cross-functional teams. Supports enterprise-wide initiatives and integrations.
• Leadership & Mentorship: Provides guidance and mentorship to analysts. Delegates work initiatives and communicates project status to leadership.

Knowledge, Skills and Abilities

• Advanced experience configuring, optimizing, and troubleshooting complex applications.
• Ability to lead small to medium initiatives, prioritize work, and delegate tasks effectively.
• Advanced application configuration, optimization, and performance troubleshooting skills
• Strong analytical, problem-solving, and communication skills with technical and non-technical audiences.
• Proficiency with Microsoft 365 and project/scheduling tools (e.g., Microsoft Project or Smartsheet).
• Advanced integration and process knowledge; ensures compliance with SDLC, ITIL, and operational standards. May hold ITIL certification.
• Ability to lead multiple workstreams, making decisions to allocate resources and prioritize tasks across projects.
• Deep expertise in one or more application domains (e.g. EHR, ERP, CRM, HRIS); understands complex workflows, dependencies, and operational impacts.
• Participates in change and release management; independently applies integration knowledge to troubleshoot and support workflows.
• Systems thinking, risk assessment, and cross-team coordination capabilities.

Minimum Job Qualifications

• High school/GED/Diploma Required.
• Bachelor's degree in Computer Science, Information Systems or a related field preferred.
• 6 years of experience developing, supporting or operating software applications required.
• Experience developing, supporting or operating software applications in a healthcare setting preferred.

License/Certification/Registration Required:

• None

Supervisory Responsibilities:

• None

Patient Contact:

• None

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).

$115,800.00 - $127,700.00