Summary

MyMichigan's Senior Business Analyst collaborates with IT and Revenue Cycle Directors to build strong relationships with Community Connect partners. The position ensures alignment between the goals of each site, and the vision for the MyMichigan Community Connect program. Reporting directly to the IT Director, the senior business analyst will act as the primary point of contact for Community Connect Partners, serving as a liaison to help escalate and resolve issues and facilitate effective communication with MyMichigan support teams. Working closely with Connect Partners leaders, the position helps identify priorities, establish goals, and drive overall program success. This position will collaborate with MyMichigan IT Leadership, Epic support, IT Infrastructure teams, and the Project Management office to properly align resources.

This position requires regular travel to Community Connect partner locations to maintain strong partnerships, ensuring seamless communication and support. This role is critical to ensuring that MyMichigan EMR and other systems are effectively integrated, and that customers experience a high level of support for Health IT Operations.

Position requires up to 20% travel to Community Connect member sites for client meetings, support and onsite relationship management.

As the primary relationship owner and trusted advisor for our partners, the Snr. Community Connect Business Analyst is the heartbeat of our client engagement strategy. In this role, you will focus deeply on building, nurturing, and maintaining strong, trust-based, long-term relationships with a diverse group of stakeholders, spanning from technical and clinical teams to healthcare executive leadership. You will partner closely with the IT PMO, stepping in as the project lead for new implementations to guide community partners through the critical path of active Epic go-lives and ensure seamless operational transitions. By maintaining a proactive communication cadence, including regular video touchpoints and dedicated on-site visits, you will bridge the gap between client expectations and service delivery, acting as a true change agent who transforms complex technical workflows into thriving, collaborative partnerships.

We are looking for an empathetic, solutions-oriented leader who excels at navigating cross-functional environments and thrives on human connection. Your core mission is to accompany community partners through every phase of their engagement lifecycle, from initial implementation and go-live to long-term operational maturity, driving continuous satisfaction and program value. If you are passionate about relationship building, hands-on project leadership in tandem with our PMO, and turning complex healthcare IT environments into seamless, success-driven partnerships, this role offers the opportunity to make a meaningful, high-visibility impact on the community connect health systems we serve.

Responsibilities

(25%)* Serves as primary point of contact for Community Connect Partners, maintaining strong relationships. Meets regularly with key stakeholders to assess needs, track progress, and provide strategic guidance.

(20%)* Collaborates with IT Leaders to assist in resource alignment for implementation, optimization, and day-to-day support of implemented features.

(20%)* Monitor and address issues raised by Connect Partners, ensuring timely resolution in collaboration with internal teams. Escalate issues in accordance with MyMichigan policy, and coordinate with appropriate Epic Support, IT Support, and PMO as needed.

(10%)* Collaborate with connect partner leadership to establish priorities and set goals. Track progress and measure success, ensuring objectives are met.

(10%)* Provide updates on new features, upgrades, and best practices for using the systems efficiently.

(10%)* Travel to Connect Partner Locations to maintain partnerships and facilitate face-to-face meetings.

(5%)* Prepare and deliver regular status reports to internal leadership and Connect Partner stakeholders.

OTHER DUTIES AND RESPONSIBILITIES:

Develop account management strategies and operational plans for Connect Partners to effectively integrate the Epic platform and other 3rd party applications.

Works closely with IT leadership to ensure that department activities and resources are aligned appropriately. Provides input on resource needs and priorities for Community Connect partners and supports leadership in the effective allocation and utilization of resources to meet departmental and organizational goals.

Guide clients through the implementation of Epic systems, ensuring timely and successful completion.

Facilitate the optimization of workflows post-implementation, identifying areas for improvement.

Provide strategic advice on maximizing the use of Epic modules and updates.

Assist sites in establishing and maintaining proper intake processes for the various levels of IT requests (Break-Fix Incidents, Optimization Requests, and Project Requests).

Partner with IT Leadership and Analyst teams to ensure timely resolution and throughput of open requests through established governance channels, adhering to SLAs and MyMichigan IT Policy and Procedures.

Ensure timely and clear communication of system upgrades, changes, and maintenance to Community Connect member locations. Coordinate with internal teams to provide details on impacts to workflows and offer support during transitions. Serve as a liaison to address questions and facilitate smooth adoption of updates.

Monitor and deliver metrics to track performance and identify areas for improvement. Conduct annual reviews of Service Level Agreements with Connect Partner and MyMichigan Leadership.

Track project and optimization requests progress, providing regular updates to stakeholders.

Serve as the primary escalation point for onboarding, training, access, and support needs for Connect Partners. Provide ongoing support through regular meetings and communication channels, ensuring partner satisfaction and success.

Conduct annual surveys and reviews to assess success and gather feedback for future improvements.

Lead scheduled and ad-hoc meetings to facilitate rapid issue mitigation.

Regularly collect feedback from clients and provide detailed reports to both the client and internal Epic teams.

Conducts market research and stays updated on industry trends to inform the Community Connect Partner strategy.

Drives team engagement to deliver timely, high-quality results aligned with client success.

Collaborate with Connect Partners, Epic, and other relevant stakeholders to ensure MyMichigan maintains its Epic accreditation and aligns with Epic defined protocols and best practices.

Certifications and Licensures

N/A

Required Education

Associate's degree is required

Bachelor's Degree in IT, Business, or Healthcare field preferred with five or more years experience in providing advanced healthcare or relationship management support

Other Information

EXPERIENCE, TRAINING & SKILLS:

One (1) or more active EPIC certification(s)/Accreditation(s) preferred.

Track record of at least 3 years of successful account management or customer service experience, preferably in the healthcare sector, with a proven ability to collaborate effectively with customers.

Proven experience with Epic, including knowledge of clinical workflows in both ambulatory and inpatient settings, as well as Revenue Cycle knowledge (e.g., experience as an analyst, certified Epic trainer, informaticist, etc.)

Strong communication skills, both written and oral, with experience delivering formal presentations.

Effectively translate and communicate complex technical solutions across various groups to help drive informed decision-making by stakeholders.

Demonstrates collaborative mindset to work effectively within multidisciplinary teams and build positive relationships.

Ability to adapt to changes in customer needs, industry trends, and evolving technologies.

Demonstrated ability to understand the challenges healthcare professionals and organizations face and offer potential solutions to address technical needs.

Experienced in change management principles and practices, facilitating smooth transitions during system upgrades and implementations.

Ability to create a supportive and collaborative environment for Connect partners to feel valued and empowered.

Ability to work cross-functionally with IT teams, clinical staff, and leadership.

Experienced in managing complex, cross-functional projects.

PHYSICAL/MENTAL REQUIREMENTS AND TYPICAL WORKING CONDITIONS:

Exposure to stressful situations, including those involving public contact, as well as, trauma, grief and death.

Able to wear personal protective equipment that includes latex materials or appropriate substitute if required for your position.

Is able to move freely about facility with or without an assisted device and must be able to perform the functions of the job as outlined in the job description.

Overall vision and hearing is necessary with or without assisted device(s).

Frequently required to sit/stand/walk for long periods of time. May require frequent postural changes such as stooping, kneeling or crouching.

Some exposure to blood borne pathogens and other potentially infectious material. Must follow MyMichigan Health bloodborne pathogen and TB testing as required.

Ability to handle multiple tasks, get along with others, work independently, regular and predictable attendance and ability to stay awake.

Overall dexterity is required including handling, reaching, grasping, fingering and feeling. May require repetition of these movements on a regular to frequent basis.

Physical Demand Level: Sedentary. Must be able to occasionally (0-33% of the workday) lift or carry 0-10 lbs.