Director, Epic Maintenance

Description

Make a difference at OCHIN

OCHIN is a rapidly growing national nonprofit health IT organization with over two decades of experience transforming health care delivery to drive health equity. When you choose to join OCHIN, you have the opportunity to continuously grow your skills and do meaningful work to help fulfill our mission.

OCHIN provides leading-edge technology, data analytics, research, and support services to nearly 1,000 community health care sites, reaching nearly 6 million patients nationally. We believe that every individual, no matter their race, ethnicity, background, or zip code, should have fair opportunity to achieve their full health potential. Our work addresses differences in health that are systemic, avoidable, and unjust. We partner, learn, innovate, and advocate, in order to close the gap in health for individuals and communities negatively impacted by racism or other structural inequities.

At OCHIN, we value the unique perspectives and experiences of every individual and work hard to maintain a culture of belonging.

Founded in Oregon in 2000, OCHIN employs a growing virtual workforce of more than 1,000 diverse professionals, working remotely across 49 states. We offer a generous compensation package and are committed to supporting our employees' entire well-being by fostering a healthy work-life balance and equitable opportunity for professional advancement. We are curious, collaborative learners who strive to live our values everyday:
Learning, Heart, Belonging, and Impact. OCHIN is excited to support our continued national expansion and the increasing demand for our innovative tools and services by welcoming new talent to our growing team.

Position Overview

The Director, Epic Maintenance provides strategic and operational leadership for the team responsible for delivering exceptional member-specific support and ongoing maintenance for OCHIN's clinical Epic applications, including ambulatory, acute care, pharmacy, laboratory, and ancillary applications (such as dental). This role is focused on the support, optimization, and maintenance of these clinical application areas and does not encompass the full Epic application portfolio.

This role ensures:

• Service Quality & Member Experience
  - Maintain standards of excellence in service delivery and member partnerships.
• Positive Member Outcomes
  - Ensure solutions drive measurable improvements in member success and care delivery.
• Optimized Team Structure
  - Align resources and processes for efficiency and impact, while prioritizing both member and team member experience.
• Continuous Improvement
  - Drive enhancements in processes, workflows, and service models to meet evolving needs.

The Director sets the vision, establishes accountability frameworks, and partners with managers to ensure resources, processes, and outcomes align with organizational goals.

Essential Duties

Strategic Leadership

• Communicate and execute organizational strategy within the Epic Maintenance Team.
• Align team objectives with organizational priorities, member needs, and regulatory requirements.
• Lead initiatives that enhance service delivery and operational efficiency.

Team Leadership & Development

• Build and maintain a high-performing team through coaching and mentoring.
• Establish clear accountability and performance expectations.
• Foster a culture of excellence, accountability, collaboration, innovation, and continuous learning.

Operational Oversight

• Manage day-to-day operations of the Epic Maintenance Team, connecting work to outcomes.
• Ensure timely resolution of member-specific support requests.
• Monitor performance metrics and implement improvements.

Resource & Process Optimization

• Evaluate and optimize team structure and workflows.
• Implement best practices for Epic maintenance and support.
• Partner with IT on system upgrades, enhancements, and strategic initiatives.

Process & Quality Improvement

• Identify and implement process improvements to enhance the quality and efficiency of support.
• Srive standardization of workflows and best practices across supported clinical Epic applications, including ambulatory, acute care, pharmacy, laboratory, and ancillary applications.
• Collaborate with internal teams to improve continuity between install and post-live processes.

Member Engagement

• Serve as a point of escalation for member concerns related to Epic maintenance.
• Ensure service quality meets or exceeds member expectations.
• Collaborate with Account Management and IT teams to support member success.

Governance & Collaboration

• Participate in various committees and cross-functional work groups.
• Maintain strong linkages between the Epic Maintenance Team and other OCHIN departments.

Technical & Functional Expertise

• Provide guidance on Epic functionality, integration, and optimization strategies.
• Stay current on Epic updates, regulatory changes, and industry best practices.

Budget & Risk Management

• Identify and mitigate risks related to system stability, compliance, and resource constraints.

Other Duties

• Assumes additional…