Job Description

We are seeking a detail-oriented and technically skilled IT Analyst to support and maintain the Epic Hello World and Cheers Campaigns application—patient communication and engagement platforms designed to deliver digital convivence and targeted outreach that improves care delivery, enhances patient satisfaction, and streamlines operational workflows.

In this role, you will work at the intersection of IT, patient communication, population health, marketing, and clinical teams to ensure the platforms are operating effectively and efficiently. You'll support, manage, and optimize SMS communication workflows, monitor technical performance, support interactive messaging features, and collaborate with stakeholders to ensure messaging and campaigns align with patient experience goals. You will configure, monitor performance through dashboards, and troubleshoot any application issues. Your work directly supports patient-centered communication by enabling the right messages to reach the right patients at the right time.

Key Responsibilities:

• Application Support & Configuration
• Maintain and support the Epic Hello World and Cheers Campaigns application, including configuration and setup parameters.
• Collaborate with other Epic application teams, patient access, central scheduling, marketing and population health teams to support existing configuration and the deployment of new functionality.
• Assist in designing and maintaining communication channels, templates, inclusion/exclusion rules that initiate patient communication and campaigns.
• Monitoring & Performance Analysis
• Use system dashboards to monitor communication/campaign health, technical performance, and data flow.
• Analyze metrics such as patient response rates, message delivery, and other success indicators to identify technical issues or optimization opportunities.
• Provide regular performance reports to stakeholders.
• Troubleshooting & Issue Resolution
• Investigate and resolve technical issues related to message delivery, template behavior, and eligibility logic.
• Liaise with other Epic application support teams and vendors when needed to escalate issues or deploy fixes.
• Collaboration & Training
• Serve as a liaison between IT and end users (marketing, population health, department managers) to ensure requirements are clearly understood and implemented.
• Offer training or technical guidance to users on effective use of tools.
• Provide opportunities for improvement and standardization for better user and patient experience.
• Documentation & Compliance
• Create and maintain documentation on configuration, workflows, troubleshooting steps, and template standards.
• Ensure compliance with healthcare data privacy and security standards (e.g., HIPAA).

Qualifications:

Required:

• Bachelor’s degree in Information Technology, Computer Science, Health Informatics, or a related field.
• 3+ years of experience supporting healthcare applications or enterprise software platforms.
• Experience working with EHRs (particularly Epic).
• Strong analytical and problem-solving skills.
• Excellent communication and collaboration skills.

Preferred:

• Experience with Epic modules.
• Familiarity reporting/analytics tools.
• Experience creating or managing dashboards.