Applied Epic Workflow & Enablement Lead

Staff Boom; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

Staff Boom is seeking a hands-on Applied Epic Expert to own the design, optimization, and enablement of agency workflows at scale. The role blends process architecture, reporting & analytics, training, change management, and data quality stewardship to deliver consistent, high-quality customer experiences across the business unit.

You will serve as the SME for Applied Epic across Operations and Training & Development, guiding how the platform supports growth, efficiency, and retention through

Qualifications

• 2–5+ years with Applied Epic in an insurance agency/brokerage.
• Experience designing scalable workflows and SOPs that scale across teams.
• Strong reporting/analytics in Applied Epic (plus Excel/Power BI).
• Demonstrated training and enablement capability: curriculum design, facilitation, and adoption.
• Solid grasp of P&C insurance operations (renewals, endorsements, certificates, billing, downloads).

Responsibilities

• Analyze current end-to-end workflows in Applied Epic; map pain points, handoffs, SLAs, and system dependencies.
• Design scalable, standardized workflows (personal/commercial lines, renewals, endorsements, billing, service, and carrier interactions).
• Build clear SOPs, swim lanes, and role-based playbooks; maintain a governed library of process assets.
• Lead ongoing Applied Epic assessment and optimization (configuration, permissions, fields, layouts, activity codes, integrations).
• Define and enforce data standards; establish monitoring to improve data completeness, accuracy, and timeliness.
• Partner with IT/Vendor teams to prioritize and deliver enhancements including automation and AI enablement; perform UAT and change rollout.
• Build and maintain Applied Epic reports and dashboards that surface operational KPIs (retention, cycle time, workload, backlog, E&O risk indicators, premium/commission trends).
• Translate data into actionable insights and recommendations for leaders and frontline teams.
• Create self-service reporting guides and data dictionaries to scale access and understanding.
• Develop role-based training curricula on Applied Epic and workflows.
• Drive adoption using change plans, stakeholder mapping, communication calendars, and success metrics.
• Own the end-to-end Applied Epic Shared Services onboarding model.
• Lead client onboarding from discovery through go live.
• Refine onboarding playbooks, templates, and checklists.
• Assess client readiness and facilitate onboarding readiness reviews.
• Provide oversight to PH-based Configuration Specialists; define configuration standards and QA processes.
• Review complex configurations to reduce E&O risk.

Skills

Applied Epic

Workflow design

Reporting & analytics

Training & enablement

Data quality stewardship

Tools

Excel

Power BI

APIs & integrations

Job description

We’re seeking a hands‑on Applied Epic Expert to own the design, optimization, and enablement of agency workflows that scale. This role combines process architecture, reporting & analytics, training & change management, and data quality stewardship to deliver consistent, high‑quality customer experience across the business unit. You will serve as the Subject Matter Expert (SME) for Applied Epic across Operations and Training & Development, and act as a thought leader in how we leverage the platform to drive growth, efficiency, and retention.

Key Responsibilities

Workflow Strategy & Design

• Analyze current end‑to‑end workflows in Applied Epic; map pain points, handoffs, SLAs, and system dependencies.
• Design scalable, standardized workflows (personal/commercial lines, renewals, endorsements, billing, service, and carrier interactions) that balance efficiency, compliance, and customer experience.
• Build clear SOPs, swim lanes, and role‑based playbooks; maintain a governed library of process assets.

Platform Optimization & Data Quality

• Lead ongoing Applied Epic assessment and optimization (configuration, permissions, fields, layouts, activity codes, and integrations) to reduce manual effort and eliminate defects.
• Define and enforce data standards (naming conventions, required fields, validation rules); establish monitoring to improve data completeness, accuracy, and timeliness.
• Partner with IT/Vendor teams to prioritize and deliver enhancements including automation and AI enablement; perform UAT and change rollout.

Reporting, Analytics & Insights

• Build and maintain Applied Epic reports and dashboards that surface operational KPIs (retention, cycle time, workload, backlog, E&O risk indicators, premium/commission trends).
• Translate data into actionable insights and recommendations for leaders and frontline teams.
• Create self‑service reporting guides and data dictionaries to scale access and understanding.

Training, Enablement & Change Management

• Develop role‑based training curricula (new hire, upskilling, refreshers) on Applied Epic, workflows, and best practices.
• Drive adoption using change plans, stakeholder mapping, communication calendars, and success metrics.

Shared Services Onboarding & Implementation

• Own the end-to-end Applied Epic Shared Services onboarding model.
• Lead client onboarding from discovery through go live.
• Refine onboarding playbooks, templates, and checklists.
• Assess client readiness and facilitate onboarding readiness reviews.

Offshore Configuration Oversight (PH Team)

• Provide oversight to PH-based Configuration Specialists.
• Define configuration standards and QA processes.
• Review complex configurations to reduce E&O risk.
• Establish clear ownership and accountability frameworks.

Cross‑Functional Leadership & Governance

• Serve as the SME for Applied Epic across the business unit—advising Operations, Training & Development, Client Engagement, Finance, and Leadership on platform capabilities and process improvements.
• Facilitate a workflow governance forum; prioritize the roadmap, measure impact, and continuously iterate.
• Coordinate with vendors and carriers as needed for escalations, integrations, and best‑practice alignment.

Qualifications Required

• 2–5+ years working with Applied Epic in an insurance agency/brokerage environment.
• Proven experience designing and documenting workflows and SOPs that scale across teams.
• Strong reporting/analytics skills in Applied Epic (plus Excel/Power BI or equivalent).
• Demonstrated training and enablement capability: curriculum design, facilitation, and adoption.
• Solid grasp of P&C insurance operations (renewals, endorsements, certificates, billing, downloads, suspense, and compliance).
• Excellent communication skills; ability to translate complex concepts into clear, actionable guidance.

Preferred

• Experience leading data quality initiatives; familiarity with data governance and stewardship.
• Exposure to adjacent systems (download, rating, CRM, automation platforms) and API/integration basics.