Epic MyChart & Welcome Applications Analyst (Salaried, Full-time)

Organization Overview, Mission, Vision, and Values

Our mission is to improve the health of people in the communities we serve through compassionate, high-quality care, prevention, and wellness education. Washington Regional Medical System is a community-owned, locally governed, non-profit health care system located in Northwest Arkansas in the heart of Fayetteville, which is consistently ranked among the Best Places to live in the country. Our 425-bed medical center has been named the #1 hospital in Arkansas for five consecutive years by U.S. News & World Report. We employ 3,400+ team members and serve the region with over 40 clinic locations, the region’s only Level II trauma center, and five Centers of Excellence - the Washington Regional J.B. Hunt Transport Services Neuroscience Institute; Washington Regional Walker Heart Institute; Washington Regional Women and Infants Center; Washington Regional Total Joint Center; and Washington Regional Pat Walker Center for Seniors. 

Position Summary

The Applications Analyst – Epic MyChart & Welcome reports to the Assistant Manager, Epic Applications. This position is responsible for advanced support, troubleshooting, maintenance, build, testing, and optimization of Epic MyChart, Welcome, and related patient-facing digital workflows. The role partners with ambulatory, hospital operations, patient access, registration, revenue cycle, clinical, communications, information services, and Epic/vendor stakeholders to improve patient portal functionality, digital front door workflows, eCheck-in, appointment scheduling, patient messaging, questionnaires, proxy access, self-service registration, patient identity, communication preferences, and cross-application integration; ensure application reliability; and support a consistent, convenient, and secure digital patient experience across the health system.

Essential Position Responsibilities

• Maintain advanced knowledge of Epic MyChart and Welcome functionality, including patient portal workflows, digital front door tools, eCheck-in, appointment scheduling, questionnaires, patient messaging, proxy access, self-service registration, patient identity, communication preferences, application dependencies, integration points, and downstream impacts across the enterprise
• Lead ambulatory, hospital operations, patient access, registration, revenue cycle, clinical, communications, internal information services, and Epic/vendor partners in developing Epic MyChart and Welcome enhancements, optimization initiatives, and workflow improvement projects

• Oversee Epic MyChart and Welcome application design, build, configuration, maintenance, and validation to ensure functionality aligns with patient access, registration, ambulatory, hospital operations, clinical, revenue cycle, patient communication, digital engagement, and end-user requirements
• Perform complex analysis, build, implementation, and optimization of Epic MyChart and Welcome workflows to support patient portal access, eCheck-in, appointment scheduling, questionnaires, patient messaging, proxy access, self-service registration, patient identity, communication preferences, patient engagement, and integrated digital front door workflows
• Meet regularly with ambulatory, hospital operations, patient access, registration, revenue cycle, clinical, communications, administrative, and patient experience teams to evaluate Epic MyChart and Welcome workflow issues, resolve system concerns, and identify opportunities to improve digital access, patient engagement, operational efficiency, quality, safety, documentation integrity, and the end-user and patient experience
• Lead the development and execution of coordinated testing plans for Epic MyChart and Welcome, including regression, unit, system, integrated, interface, patient portal, eCheck-in, scheduling, registration, messaging, questionnaire, proxy access, communication, reporting, and user acceptance testing to ensure changes function as expected for end users, patients, and connected systems
• Serve as a leading advocate for Epic MyChart and Welcome users by translating patient, patient access, registration, ambulatory, hospital operations, clinical, revenue cycle, communications, and patient experience needs into effective system solutions that improve digital access, workflow efficiency, patient engagement, reporting reliability, and user satisfaction
• Provide mentorship for team members and assist with team member training, as needed
• Ensure that programs and services meet accrediting standards for the Joint Commission, Quality, Promoting Interoperability, and other accrediting and governance programs
• Ensure the safeguarding of protected health information
• Maintain communication through various resources and tools 
• Monitor help desk software for new tickets and update and provide resolution for existing tickets
• Lead Epic MyChart and Welcome projects, enhancements, upgrades, optimization efforts, testing activities, and ongoing maintenance initiatives
• Identify and lead opportunities to improve Epic-supported patient portal, digital front door, eCheck-in, scheduling, registration, questionnaire, messaging, proxy access, communication preference, patient engagement, reporting, and patient experience workflows through system optimization, standardization, and process improvement
• Adhere to all information services policies, procedures, and governance processes
• Lead incident response and downtime procedures

Qualifications

• Education:  Bachelor’s degree or clinical license, preferred.
• Licensure and Certifications: Epic MyChart certification required. Epic Welcome certification or proficiency preferred
• Experience: Four to six years of clinical, operational, revenue cycle, or patient access applications experience as an applications analyst supporting multiple modules/applications, with direct experience in Epic build, testing, implementation, troubleshooting, and optimization strongly preferred. Experience supporting Epic MyChart and Welcome workflows is preferred, including patient portal access, eCheck-in, appointment scheduling, questionnaires, patient messaging, proxy access, self-service registration, patient identity, communication preferences, patient engagement, reporting, and integrated digital front door workflows. Strong understanding of clinical, operational, patient access, revenue cycle, and patient-facing application dependencies, workflow impacts, testing methodologies, interface and integration workflows, and coordination with technology, interface, data, reporting, registration, ambulatory, clinical, revenue cycle, communications, patient experience, and operational teams is required.

Work Environment: This position will spend 90% of time sitting while performing work in a standard office environment and 10% of time standing and/or walking while pushing, pulling, lifting, and/or carrying up to 50 lbs.  This is role is considered a remote position with onsite presence as needed.