Analyst, Epic Optimization - Oversight Coordinator

ensemblehp; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

Ensemble is seeking an Epic Optimization Analyst - Oversight Coordinator to serve as a detailed liaison between operational leaders, client IT teams, and Epic Services. You will coordinate optimization initiatives from intake to resolution, manage project plans, timelines, and governance.

The ideal candidate is organized, persistent, and comfortable driving cross-functional discussions to keep requests moving forward and deliver timely, high-quality outcomes for hospitals and physician groups

Responsibilities

• Request intake and oversight: Manage the intake process for enhancement and maintenance requests entered by operational leaders, ensuring requests are complete, routed appropriately, and tracked from submission through resolution.
• Facilitate collaboration: Lead calls with client IT, Epic Services technical specialists, and Ensemble Partnership Success teams, including additional calls as needed for more complex discussions.
• Review and governance: Review requests during Epic Services (ES) review calls and as needed, and gain approval through cross-functional governance.
• Submit and follow up on tickets: Submit approved requests to the client's ticketing system and follow up at the client level until resolution.
• Documentation and reporting: Maintain detailed records of requests, decisions, and activities. Ensure status updates in the client's ticketing system are reflected in Ensemble's central ticketing system. Generate regular reports on request and ticket status, project milestones, and overall performance.
• Team collaboration: Work closely with other departments to ensure seamless operations and client satisfaction. Share ideas with leadership on continuous improvement and opportunities both internally to Ensemble and with clients.

Job description

Thank you for considering a career at Ensemble!

Ensemble is a leading provider of technology-enabled revenue cycle management solutions for health systems, including hospitals and affiliated physician groups. They offer end-to-end revenue cycle solutions as well as a comprehensive suite of point solutions to clients across the country.

Ensemble keeps communities healthy by keeping hospitals healthy. We recognize that healthcare requires a human touch, and we believe that every touch should be meaningful. This is why our people are the most important part of who we are. By empowering them to challenge the status quo, we know they will be the difference!

O.N.E Purpose:

Customer Obsession: Consistently provide exceptional experiences for our clients, patients, and colleagues by understanding their needs and exceeding their expectations.

Embracing New Ideas: Continuously innovate by embracing emerging technology and fostering a culture of creativity and experimentation.

Striving for Excellence: Execute at a high level by demonstrating our "Best in KLAS" Ensemble Difference Principles and consistently delivering outstanding results.

The Opportunity:

The Epic Optimization Analyst - Oversight Coordinator serves as a highly organized, detail-oriented liaison between operational leaders, client IT teams, and Epic Services. This role owns the coordination and oversight of Epic optimization initiatives from request through resolution, managing project plans, timelines, priorities, and follow-up. The ideal candidate is naturally curious and persistent, comfortable digging into complex issues, tracking down answers, asking the right questions, and driving teams toward clear decisions and next steps. Success in this role requires a strong understanding of client needs and operational demands, along with the confidence to lead cross-functional discussions and ensure projects and requests continue moving forward.

In general, this position will be responsible for the following:

• Request intake and oversight : Manage the intake process for enhancement and maintenance requests entered by operational leaders, ensuring every request is complete, routed appropriately, and tracked from submission through resolution.
• Facilitate collaboration : Lead calls with client IT, Epic Services technical specialists, and Ensemble Partnership Success teams, including additional calls as needed for more complex discussions.
• Review and governance : Review requests during Epic Services (ES) review calls and as needed, and gain approval through cross-functional governance.
• Submit and follow up on tickets : Submit approved requests to the client's ticketing system and follow up at the client level until resolution.
• Documentation and reporting : Maintain detailed records of requests, decisions, and activities. Ensure status updates in the client's ticketing system are reflected in Ensemble's central ticketing system. Generate regular reports on request and ticket status, project milestones, and overall performance.
• Team collaboration : Work closely with other departments to ensure seamless operations and client satisfaction. Share ideas with leadership on continuous improvement and opportunities both internally to Ensemble and with clients.

Essential Job Functions

• Request Intake and Oversight: Manages the intake process for enhancement and maintenance requests entered by operational leaders, ensuring requests are complete and accurate before they move forward. Maintains oversight of all requests from submission through resolution, tracking status and priority. Partners with operational leaders to clarify the business need, scope, and expected outcome of each request.
• Review and Governance: Reviews requests during Epic Services (ES) review calls and reviews requests as needed between scheduled calls. Gains approval of requests through cross-functional governance and communicates decisions to requestors. Works collaboratively with revenue cycle leadership and Epic Services to establish priorities.
• Meeting Facilitation and Collaboration: Facilitates calls with client IT, Epic Services technical specialists, and Ensemble Partnership Success teams. Schedules and facilitates additional calls as needed for more complex discussions, driving toward clear decisions and next steps. Documents meeting outcomes, action items, and owners, and distributes them to participants.
• Ticket Submission and Client Follow-Up: Submits approved requests to the client's ticketing system with complete and accurate information. Follows up at the client level to track requests to resolution, and escalates delays or concerns to leadership. Ensures status updates in the client's ticketing system are reflected in Ensemble's central ticketing system.
• Project Management/Follow Up/Task Organization: Develops, with participation of revenue cycle leadership and IT, project plans and timelines for maintenance and project initiatives. Tracks status of projects/tickets and follows