Epic Mychart support manager

Job Summary:

• The Epic MyChart Support Manager leads the support and operational management of the Epic MyChart application ensuring system stability timely issue resolution and a high-quality patient and user experience. The role manages support teams and collaborates with clinical business and IT stakeholders to deliver effective MyChart solutions.

Key Responsibilities:

• Lead and manage the Epic MyChart support team including daily operations workload and performance.
• Oversee MyChart incidents service requests escalations and production issues.
• Ensure timely resolution of complex application and workflow issues.
• Coordinate Epic upgrades enhancements testing and release activities.
• Partner with clinical operational and IT teams to identify requirements and improve MyChart workflows.
• Monitor application performance support metrics SLAs and service quality.
• Develop support processes documentation training materials and knowledge resources.
• Manage escalations and coordinate root-cause analysis and corrective actions.
• Ensure compliance with HIPAA security privacy and organizational IT policies.
• Mentor and develop analysts and support staff while promoting continuous improvement.

Required Qualifications:

• Bachelors degree in Information Technology Computer Science Healthcare Informatics or related field.
• Epic MyChart Certification required; additional Epic certification preferred.
• 5 years of experience supporting Epic applications with significant MyChart experience.
• 2 years of experience in a team lead or management role.
• Strong knowledge of Epic MyChart workflows application support testing and troubleshooting.
• Experience managing incidents escalations upgrades and production support.
• Strong leadership communication problem-solving and stakeholder management skills.
• Knowledge of HIPAA healthcare IT HL7/interfaces and clinical workflows preferred.