Manager, Applications - Patient and Experience

Job Summary

The Manager, Applications – Patient and Experience, provides strategic, operational, and technical leadership for Epic Patient Access and Patient Experience platforms. This role is accountable for the end-to-end ownership, optimization, and performance of key patient access and experience applications including Cadence, Prelude, MyChart, Mend, and Experity Clockwise, ensuring seamless access to care, efficient scheduling and registration workflows, and exceptional digital patient experiences. In addition, the role provides leadership for a team of application analysts, setting priorities, managing resources, and ensuring high-quality delivery, system reliability, and regulatory compliance. The Manager, Applications – Patient and Experience drives technology innovation through the adoption of best practices, data-driven decision-making, and continuous improvement, while serving as a trusted advisor to enterprise leadership on patient access strategy and technology-enabled experience improvements.

Qualifications

Education Required:

• Bachelor's degree in healthcare administration, business or related field

Licenses/Certifications Required:

• Epic certification in at least 1 application of MyChart, Cadence, or Prelude or equivalent years of experience with Epic.

Work Experience Required:

• 5+ years of experience in healthcare technology, healthcare IT, or clinical systems environments
• 3+ years of progressive experience in EMR or Epic application support and administration, including demonstrated leadership responsibilities such as leading workstreams, mentoring analysts, or providing functional or technical direction (formal people management experience preferred)

Preferred Qualifications, Education, Licenses, Certifications, Experience, etc.:

• Relevant certifications in application management, ITIL, or related areas

Knowledge, Skills, And Abilities

• Excellent judgment and interpersonal skills, with experience overseeing team members and collaborating with other departments.
• Strong knowledge of agile methodologies and hands-on experience implementing agile practices.
• Strong knowledge and understanding of Epic applications and integrated systems.
• Proficiency in application management tools and technologies.
• Exceptional communication and collaboration skills.
• Strong analytical and problem-solving skills.
• Proficiency in agile project management tools such as Jira.
• Ability to lead, coach, and mentor teams and individuals at all levels.
• Ability to see the big picture and align agile initiatives with business goals.
• Passion for continuous improvement and staying current with industry trends.
• Ability to work in a fast-paced, ever-changing environment.
• Focused on delivering tangible outcomes and measurable value for the business.

Essential Duties And Responsibilities

Team Leadership and Development:

• Manage and mentor Epic Analysts and Applications Analysts, providing direction, performance management, and career development fostering a collaborative and high-performance culture.
• Responsible for setting expectations and managing team members for on-call rotation.
• Set priorities, allocate resources, and balance project work for team members in collaboration with Operational leaders.
• Identify and address skill gaps within the team, providing training and development opportunities as needed.
• Establish best practices for documentation, build standards, testing, and knowledge sharing.

Stakeholder Engagement And Communication

• Work closely with stakeholders to understand their needs and ensure patient access and experience owned applications meet their requirements.
• Manage relationships with vendors providing healthcare applications and services, ensuring they meet performance and compliance standards.
• Act as a liaison between the application support team and stakeholders, ensuring alignment on goals, priorities, and expectations.
• Provide regular updates to senior leadership on the status of application services.

Resource Management

• Allocate resources effectively to ensure the successful delivery of application services.
• Balance competing priorities and adjust resource allocation as needed.

Technology Leadership

• Stay current with industry trends and best practices in application support and administration.
• Provide thought leadership on the adoption of new technologies and methodologies.
• Lead the implementation of new tools and technologies to enhance application services.

Operational Support & System Management

• Manage team members who handle routine maintenance, optimization requests, implementation projects, and system upgrades to maintain performance and security.
• Serve as the named Epic patient access applications access owner for Operational leaders.
• Monitor patient access and experience owned systems performance and proactively address issues to ensure high availability and reliability.
• Coordinate vendor support for owned application areas and manage service level agreements (SLAs) to ensure accountability and responsiveness.
• Translate operational pain points into clear request tickets with recommendations and impact framing.
• Provide guidance and strategy of team members related to system changes, release & upgrade planning, and environment strategy.

Patient Access & Experience Optimization

• Drive improvements in Epic applications to support organizational and team goals.
• Lead initiatives to expand and optimize patient self-scheduling through Experity Clockwise.
• Partner with Operational teams to support virtual visits, optimizing customer and clinician workflows.
• Ensure seamless patient journeys from scheduling through check-in, visit completion, and follow up.

Change Management

• Oversee training and change management strategies to ensure smooth adoption of new features and workflows for owned application areas.
• Participate in planning and communication of system downtimes and maintenance windows effectively.
• Serve as team leader at weekly Change Advisory Board (CAB) meeting.

Outcome and metric accountability

• Own a small, clear set of customer access and experience KPIs.
• Provide concise, reusable updates that connect team member initiatives to customer access and experience outcomes.

Agile Process Management:

• Foster a culture of continuous improvement and agile practices within the team.
• Ensure alignment and effective communication between cross-functional teams.
• Use agile project management tools such as Jira to track progress and performance.

Compliance & Risk Management

• Ensure Epic systems comply with healthcare regulations, including HIPAA, and manage audit readiness.
• Develop and maintain incident response and business continuity plans for Epic systems.
• Proactively monitor and communicate access application-related stability themes and repeat issues.
• Surface risks early and partner with peer applications teams when cross-domain dependencies impact owned workflows.

Epic Strategy & Governance:

• Own customer access and experience build efforts for new joint venture (JV) onboarding and Epic expansions.
• Standardize onboarding patterns and lessons learned to reduce repeat lift.
• Participate in and support Epic-related governance structures to ensure alignment with enterprise goals.
• Develop and implement strategic plans for application services that align with organizational goals.

GoHealth Core Values

GoHealth’s Core Values are essential functions of this position:

• Collaboration: Takes ownership for collectively establishing productive partnerships and relationships and seeks to gain joint understanding of priorities and objectives so that the greater good of the organization and those we serve is always at the forefront.
• Innovation: Consistently uses good judgment, applying creativity to overcome obstacles and increasing effectiveness and efficiency through process and other forms of innovation.
• Diversity & Inclusion: Fosters diversity and inclusion to better understand team members, our customers, and partners. Engages the strengths and talents of each GoHealth team member, creating an environment of involvement, respect, and connection where the richness of ideas, backgrounds, and perspectives are harnessed.
• Courage & Integrity: Models and practices the highest ethical and professional standards; demonstrates pride and personal interest in our patients, partners, and fellow team members, deeply engaging in the business. Makes decisions with a focus on doing the right thing; treats team members, our customers, partners, and vendors with dignity, consideration, open-mindedness, and respect.
• Accountability: Always shows initiative, demonstrates a bias to action, and gets things done. Actively accepts responsibility for diverse roles, obligations, and actions that positively influence patient and customer outcomes, our partnerships, and the healthcare needs of our communities.

GoHealth Leadership Principles

GoHealth’s Leadership Principles are essential functions for this position:

• Create Shared Purpose: Breathe life into our vision and mission. Speak to our future and create a line of sight for our team members. Set goals and communicate a plan of action. Empower others to deliver.
• Inspire and Motivate: Celebrate and share success. Grow and develop our team members. Provide direct feedback that enables others to reach their potential. Identify when to lead and embrace the opportunity to follow.
• Plan, Execute, Adapt and Deliver: Leverage analytics and experience to make better decisions. Possess a bias towards action and manage risk. Be agile, pragmatic, and adjust. Identify, acknowledge, plan, implement, and follow-up.

Physical Requirements

• Office Environment: Tasks may be conducted within a climate-controlled office setting.
• Physical Activity: The role may require the ability to lift, carry, push, or pull materials, supplies, and equipment (up to 25 lbs.). Duties typically involve a combination of sitting, standing, and walking, with frequent changes in position.
• Travel: Travel may be required, including travel between Company locations and out-of-town destinations as needed (10%).
• Safety Equipment: May require the use of safety equipment for infection prevention.

Note:

This Job Description is not inclusive of all the duties of the position. You may be asked by Leaders to perform other duties. Leadership may revise this job description at any time.

Equal Employment Opportunity Statement

The Company and its affiliates, joint venture partners, and entities under common management are Equal Opportunity Employers. They do not discriminate based on race, color, religion, national origin, age, sex, disability, veteran status, sexual orientation, gender identity, or any other protected status under federal, state, or local law.

ADA Accommodation Statement

Reasonable accommodations are available for qualified individuals with disabilities upon request. This role defines success by achieving essential function outcomes, not by the method of completion.

Compliance Statement

This job will be performed consistent with ADA, FMLA, FLSA, and other applicable federal, state, and local laws regulating employment. Set up email alerts as new job postings become available that meet your interest! All qualified persons are granted an equal opportunity for employment without regard to race, color, religion, sex, sexual orientation and gender identity or expression, age, national origin, citizenship status, disability, genetic information, medical condition, family care leave status, pregnancy or pregnancy-related condition, otherwise qualified disabled or veteran status. The company will comply with all fair employment laws in each of the jurisdictions where we conduct business. For applicants in California, please review our California Consumer Privacy Statement here. https://www.gohealthuc.com/privacy-policy

Key skills/competency

• Epic Applications Management
• Patient Access Systems
• Patient Experience Platforms
• Application Leadership
• Agile Methodologies
• Stakeholder Management
• Team Leadership
• Healthcare IT
• System Optimization
• Regulatory Compliance