Epic EHR Subject Matter Expert (Healthcare CX & Contact Center Transformation)

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  "description": "<p><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Engagement Type:</span></span></strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\"> Contract, Advisory/ Consultant (Part-time)<br></span></span><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Duration:</span></span></strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\"> 6–8 weeks initial engagement, with strong potential for extension<br></span></span><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Commitment:</span></span></strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\"> ~3–5 days total during discovery and strategy phase</span></span></p><p style=\"min-height: 1.7em;\"></p><p><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">About the Engagement</span></span></strong></p><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">We are supporting a large U.S. health system in a patient experience and contact center transformation initiative across a network of 11 hospitals. This engagement focuses on aligning CX strategy with clinical systems, ensuring seamless integration between contact center platforms, AI solutions, and the healthcare environment.</span></span></p><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">While our team brings deep expertise in CX and CCaaS, we are seeking an </span></span><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Epic Subject Matter Expert</span></span></strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\"> to act as a strategic advisor and bridge the gap between customer experience design and clinical/IT realities.</span></span></p><p style=\"min-height: 1.7em;\"></p><p><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Role Overview</span></span></strong></p><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">This role is not focused on Epic implementation. Instead, you will serve as a </span></span><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">translation layer</span></span></strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\"> between CX strategy and Epic’s ecosystem, helping guide how external platforms integrate with and leverage Epic data and workflows.</span></span></p><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">You will provide advisory support on how Epic interacts with patient-facing tools, contact center technologies, and AI platforms, ensuring alignment with compliance and healthcare best practices.</span></span></p>",
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  "requirements": "<p><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Key Responsibilities</span></span></strong></p><ul><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Act as a strategic advisor on Epic capabilities within a CX and contact center transformation context</span></span></p></li><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Provide guidance on </span></span><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Epic workflows</span></span></strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">, particularly around MyChart and patient engagement tools</span></span></p></li><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Advise on </span></span><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">data flows and integrations</span></span></strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">, including FHIR and Epic App Orchard APIs</span></span></p></li><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Help define how </span></span><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">CCaaS and AI platforms</span></span></strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\"> can integrate with Epic without compromising compliance or system integrity</span></span></p></li><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Translate clinical and technical constraints into actionable insights for CX and business stakeholders</span></span></p></li><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Participate in discovery sessions and contribute to strategic recommendations</span></span></p></li><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Collaborate with cross-functional teams, including CX consultants, engineers, and client stakeholders</span></span></p><p style=\"min-height: 1.7em;\"></p></li></ul><p><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Required Qualifications</span></span></strong></p><ul><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Epic Certification (preferred in one or more of the following):</span></span></p><ul><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Ambulatory</span></span></p></li><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Cadence</span></span></p></li><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">MyChart</span></span></p></li></ul></li><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Proven experience working with </span></span><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">multi-hospital health systems</span></span></strong></p></li><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Strong understanding of Epic from an </span></span><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">integration and ecosystem perspective</span></span></strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\"> (not just implementation)</span></span></p></li><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Experience with </span></span><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">FHIR, APIs, and healthcare data interoperability</span></span></strong></p></li><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Ability to operate in </span></span><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">client-facing advisory roles</span></span></strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">, translating technical concepts into business insights</span></span></p></li><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Based in the United States</span></span></p><p style=\"min-height: 1.7em;\"></p></li></ul><p><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Preferred Background</span></span></strong></p><ul><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Experience with or from consulting firms such as </span></span><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Nordic Consulting, Optimum Healthcare IT, Stoltenberg Consulting</span></span></strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">, or similar</span></span></p></li><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Prior experience working independently or as a strategic advisor post health system tenure</span></span></p></li><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Familiarity with </span></span><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">CCaaS platforms, AI-driven CX tools</span></span></strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">, or digital health integrations</span></span></p><p style=\"min-height: 1.7em;\"></p></li></ul><p><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Engagement Details</span></span></strong></p><ul><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Initial engagement focused on </span></span><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">discovery and strategy (6–8 weeks)</span></span></strong></p></li><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Estimated involvement of </span></span><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">3–5 working days during early phase</span></span></strong></p></li><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">High likelihood of </span></span><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">extended engagement</span></span></strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\"> depending on project scope</span></span></p></li><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Opportunity for ongoing collaboration across future healthcare clients</span></span></p><p style=\"min-height: 1.7em;\"></p></li></ul><p><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">What Success Looks Like</span></span></strong></p><ul><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Clear alignment between CX strategy and Epic capabilities</span></span></p></li><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Practical, compliant integration approach for CCaaS and AI tools</span></span></p></li><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Strong translation of clinical system constraints into CX opportunities</span></span></p></li><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Trusted advisory presence with both client stakeholders and internal teams</span></span></p></li></ul>",
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      "title": "Epic EHR Subject Matter Expert (Healthcare CX & Contact Center Transformation)",
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      "description": "<p><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Engagement Type:</span></span></strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\"> Contract, Advisory/ Consultant (Part-time)<br></span></span><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Duration:</span></span></strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\"> 6–8 weeks initial engagement, with strong potential for extension<br></span></span><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Commitment:</span></span></strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\"> ~3–5 days total during discovery and strategy phase</span></span></p><p style=\"min-height: 1.7em;\"></p><p><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">About the Engagement</span></span></strong></p><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">We are supporting a large U.S. health system in a patient experience and contact center transformation initiative across a network of 11 hospitals. This engagement focuses on aligning CX strategy with clinical systems, ensuring seamless integration between contact center platforms, AI solutions, and the healthcare environment.</span></span></p><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">While our team brings deep expertise in CX and CCaaS, we are seeking an </span></span><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Epic Subject Matter Expert</span></span></strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\"> to act as a strategic advisor and bridge the gap between customer experience design and clinical/IT realities.</span></span></p><p style=\"min-height: 1.7em;\"></p><p><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Role Overview</span></span></strong></p><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">This role is not focused on Epic implementation. Instead, you will serve as a </span></span><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">translation layer</span></span></strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\"> between CX strategy and Epic’s ecosystem, helping guide how external platforms integrate with and leverage Epic data and workflows.</span></span></p><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">You will provide advisory support on how Epic interacts with patient-facing tools, contact center technologies, and AI platforms, ensuring alignment with compliance and healthcare best practices.</span></span></p>",
      "requirements": "<p><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Key Responsibilities</span></span></strong></p><ul><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Act as a strategic advisor on Epic capabilities within a CX and contact center transformation context</span></span></p></li><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Provide guidance on </span></span><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Epic workflows</span></span></strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">, particularly around MyChart and patient engagement tools</span></span></p></li><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Advise on </span></span><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">data flows and integrations</span></span></strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">, including FHIR and Epic App Orchard APIs</span></span></p></li><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Help define how </span></span><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">CCaaS and AI platforms</span></span></strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\"> can integrate with Epic without compromising compliance or system integrity</span></span></p></li><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Translate clinical and technical constraints into actionable insights for CX and business stakeholders</span></span></p></li><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Participate in discovery sessions and contribute to strategic recommendations</span></span></p></li><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Collaborate with cross-functional teams, including CX consultants, engineers, and client stakeholders</span></span></p><p style=\"min-height: 1.7em;\"></p></li></ul><p><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Required Qualifications</span></span></strong></p><ul><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Epic Certification (preferred in one or more of the following):</span></span></p><ul><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Ambulatory</span></span></p></li><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Cadence</span></span></p></li><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">MyChart</span></span></p></li></ul></li><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Proven experience working with </span></span><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">multi-hospital health systems</span></span></strong></p></li><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Strong understanding of Epic from an </span></span><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">integration and ecosystem perspective</span></span></strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\"> (not just implementation)</span></span></p></li><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Experience with </span></span><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">FHIR, APIs, and healthcare data interoperability</span></span></strong></p></li><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Ability to operate in </span></span><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">client-facing advisory roles</span></span></strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">, translating technical concepts into business insights</span></span></p></li><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Based in the United States</span></span></p><p style=\"min-height: 1.7em;\"></p></li></ul><p><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Preferred Background</span></span></strong></p><ul><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Experience with or from consulting firms such as </span></span><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Nordic Consulting, Optimum Healthcare IT, Stoltenberg Consulting</span></span></strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">, or similar</span></span></p></li><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Prior experience working independently or as a strategic advisor post health system tenure</span></span></p></li><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Familiarity with </span></span><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">CCaaS platforms, AI-driven CX tools</span></span></strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">, or digital health integrations</span></span></p><p style=\"min-height: 1.7em;\"></p></li></ul><p><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Engagement Details</span></span></strong></p><ul><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Initial engagement focused on </span></span><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">discovery and strategy (6–8 weeks)</span></span></strong></p></li><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Estimated involvement of </span></span><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">3–5 working days during early phase</span></span></strong></p></li><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">High likelihood of </span></span><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">extended engagement</span></span></strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\"> depending on project scope</span></span></p></li><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Opportunity for ongoing collaboration across future healthcare clients</span></span></p><p style=\"min-height: 1.7em;\"></p></li></ul><p><strong><span style=\"font-size:1.1em\"><span style=\"color:#121317\">What Success Looks Like</span></span></strong></p><ul><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Clear alignment between CX strategy and Epic capabilities</span></span></p></li><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Practical, compliant integration approach for CCaaS and AI tools</span></span></p></li><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Strong translation of clinical system constraints into CX opportunities</span></span></p></li><li><p><span style=\"font-size:1.1em\"><span style=\"color:#121317\">Trusted advisory presence with both client stakeholders and internal teams</span></span></p></li></ul>",
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      "translations": {
        "en": {
          "body": "Which Epic modules are you certified in or have hands-on experience with?"
        }
      },
      "open_question_options": []
    },
    {
      "id": 4049206,
      "body": "What is your current or most recent role related to Epic?",
      "kind": "string",
      "options": {},
      "position": 4,
      "required": true,
      "translations": {
        "en": {
          "body": "What is your current or most recent role related to Epic?"
        }
      },
      "open_question_options": []
    },
    {
      "id": 4049207,
      "body": "In simple terms, how have you seen Epic (including MyChart) interact with patient experience or contact center workflows? Please share a brief example.",
      "kind": "text",
      "options": {},
      "position": 5,
      "required": true,
      "translations": {
        "en": {
          "body": "In simple terms, how have you seen Epic (including MyChart) interact with patient experience or contact center workflows? Please share a brief example."
        }
      },
      "open_question_options": []
    },
    {
      "id": 4049208,
      "body": "What is your experience with Epic integrations (e.g., FHIR APIs, App Orchard, or connecting external platforms)? Please describe your level of involvement.",
      "kind": "text",
      "options": {},
      "position": 6,
      "required": true,
      "translations": {
        "en": {
          "body": "What is your experience with Epic integrations (e.g., FHIR APIs, App Orchard, or connecting external platforms)? Please describe your level of involvement."
        }
      },
      "open_question_options": []
    },
    {
      "id": 4049209,
      "body": "Earliest date you can start engagement",
      "kind": "date",
      "options": {},
      "position": 7,
      "required": true,
      "translations": {
        "en": {
          "body": "Earliest date you can start engagement"
        }
      },
      "open_question_options": []
    },
    {
      "id": 4049210,
      "body": "What is your ideal hourly rate? ",
      "kind": "salary",
      "options": {
        "currency": "USD"
      },
      "position": 8,
      "required": true,
      "translations": {
        "en": {
          "body": "What is your ideal hourly rate? "
        }
      },
      "open_question_options": []
    }
  ],
  "experience_code": "experienced",
  "careers_apply_url": "https://allshoretalent.recruitee.com/o/epic-ehr-subject-matter-expert-healthcare-cx-contact-center-transformation/c/new",
  "locations_question": "Where in the U.S are you located?",
  "max_hours_per_week": null,
  "min_hours_per_week": null,
  "options_salutation": "off",
  "sharing_description": "Engagement Type: Contract, Advisory/ Consultant (Part-time)Duration: 6–8 weeks initial engagement, with strong potential for extensionCommitment: ~3–5 days total during discovery and strategy phaseAbo",
  "employment_type_code": "contract",
  "options_cover_letter": "optional",
  "locations_question_type": "multiple_choice",
  "location_question_visible": true,
  "locations_question_required": true
}