uEHR Implementation Team: Patient Experience

Valley Health System is seeking a uEHR Implementation Team focusing on Patient Experience (MyChart Patient Experience Platform, MyChart Care Companion, MyChart Bedside, Hello World Multichannel, Cheers - Campaigns, Cheers - Call Management, & Welcome Patient Kiosk). This role requires familiarity with legal requirements and policies for patient/family privacy.  Requires Family & Patient Communication Experience, Campaigns, Kiosk Experience, MyChart Portal, and MyChart Bedside Footwall Experience.

Also supports systems beyond Epic.

Position Summary

The position is a technical and operational problem‑solver responsible for designing, configuring, and supporting application solutions that improve workflows, data integrity, and system usability. The role focuses on assigned applications while maintaining awareness of related systems to ensure seamless integration, effective operations, and high‑quality outcomes. This position may be required to work flexible hours or extended schedules during critical incidents or implementations and participate in on-call rotation as required.

Education

• Bachelor’s degree in Informatics, Information Systems, Computer Science, or a related discipline relevant to the supported function is strongly preferred.
• Equivalent combination of education and 4 years of technical application experience in lieu of degree may be considered
• If an application requires certification, it must be obtained within 6 months and maintained throughout employment. 
• Epic Certification in applicable required

Experience

• Minimum of 3 years of progressive experience in information systems, application support, or a related field preferred
• 2+ years of project management experience preferred
• Experience working with application support, workflow analysis, and system configuration

Skills

• Strong knowledge of information systems, informatics, data management, and administration
• Ability to design, build, and refine application solutions within assigned systems
• Understanding of system relationships, workflows, and operational impacts
• Strong analytical and problem-solving skills, including gap analysis and root cause identification
• Ability to translate business and technical requirements into functional solution designs
• Excellent verbal and written communication skills with ability to communicate complex concepts clearly
• Strong interpersonal and collaboration skills; able to work independently and as part of a team
• Experience with project management, including coordinating timelines, deliverables, and dependencies
• Ability to facilitate and participate in testing, including test planning, execution, and validation
• Ability to develop and deliver end-user training and support system adoption
• Proficiency in documentation, including creation, review, and validation for accuracy and quality
• Ability to analyze and interpret data to support decisions and process improvements
• Strong organizational skills with ability to manage and prioritize multiple tasks
• Ability to identify risks, escalate appropriately, and support mitigation efforts
• Commitment to continuous learning and maintaining current knowledge of emerging technologies

Supervision Exercised

May provide guidance, coaching, and mentoring to peers and junior staff

Competencies

Application Support

• Designs, builds, and implements solutions within assigned applications, ensuring alignment with operational and technical requirements through collaboration with business and technical teams.
• Educates others in understanding relationships between systems, workflows, application behavior, and operational impacts.
• Reviews and refines configurations and designs for quality and effectiveness within assigned applications.
• Performs gap analysis within assigned applications and provides recommendations that improve workflows, integration, and overall system effectiveness.
• Communicates design and configuration concepts clearly to end users and stakeholders.
• Must maintain working knowledge of other applications used in the area of support. 
• Translates requirements for solution design, configuration, and technical needs.

Documentation

• Creates and validates documentation, tools, and shared knowledge resources, ensuring quality and consistency aligned with best practices.

Project Management

• Manages projects within assigned applications or functional areas, coordinating deliverables, timelines, and dependencies to ensure quality outcomes.
• Identifies project risks, interdependencies, and issues, driving resolution to maintain progress, quality, and outcomes.
• Communicates project status, decisions, and impacts to stakeholders for alignment and visibility.

Technical

• Leads technical discussions with colleagues to identify, analyze, and resolve infrastructure-related issues across applications.

Testing

• Facilitates and participates in quality assurance and testing initiatives, supporting test planning, execution, and issue validation within assigned applications.

Training

• Develops and delivers training for end users supporting system adoption and proper workflow utilization.

Troubleshooting

• Provides ongoing end‑user support for upgrades, new releases, and enhanced functionality.
• Troubleshoots and resolves incidents and requests, identifying and remediating root causes and escalating complex issues as appropriate.

Workflow

• Leads workflow, process, and requirements analysis, including process mapping and comprehensive workflow documentation, within assigned applications.
• Collaborates effectively with all customers to improve workflows and systems usability.
• Engages with customers to understand their operational workflows and deliver solutions that meet their unique needs.

Data

• Defines and validates data requests ensuring accuracy, consistency, and alignment with operational and analytical needs.
• Gathers information and coordinates team members to deliver to customers organized, consistent, and accurate reporting, ensuring quality and completeness.
• Facilitates process improvement initiatives, supporting baseline data analysis and post‑implementation evaluation to assess effectiveness and efficiency gains.

General Responsibilities

• Establishes, refines, and follows approaches and standards to drive consistent, reliable outcomes within scope.
• Supports and reinforces knowledge sharing by contributing to team learning and cross-training efforts.
• Manages and prioritizes work ensuring alignment with operational / technical requirements, quality standards, while meeting timelines.
• Proactively provides regular updates and statuses verbally and via departmental electronic systems.
• Responsible for maintaining budgets where appropriate and communicating opportunities for cost savings.
• Collaborates with colleagues and stakeholders to ensure industry and evidence based best practice will be implemented wherever possible to support the highest standard of care, meet regulatory requirements, and improve patient outcomes.

Mentoring

• Guides others in understanding relationships between systems, workflows, application behavior, and operational impacts.

Professionalism

• Maintains a high standard of professionalism including effective communication with customers and team members.
• Refines skills, work approach, and behaviors to improve performance in response to feedback or self-identification.
• Creates communication for system changes, updates, and downtime procedures, ensuring clarity and consistency.
• Identifies and escalates issues / risks while guiding others in risk assessment and mitigation.
• Communicates concepts clearly, driving alignment across users, teams, and workflows.
• Responsible for timely and accurate escalation utilizing the appropriate pathway based on criticality.
• Develops and maintains strong customer, colleague, and vendor relationships, serving as a trusted point of contact.
• Rounds regularly including relationship and shadow rounding and reports back findings. 
• Participates in meetings representing area of responsibility to build strategic partnerships, align expectations and integrate input into high-level decisions. Provides meeting summary to leadership. 
• Ensures customer needs, business priorities, and operational requirements are accurately represented in solutions and projects.
• Facilitates and actively participates in solution decisions and ensures alignment with operational and customer needs.

Strategy

• Aligns work with departmental and organizational goals
• Identifies opportunities for improvement and innovation

Scope

• Responsible for other duties and special projects as assigned
• Remains up to date on current and emerging technologies.
• Must obtain and maintain application certifications required for any part of your role.
• Operates within assigned applications.

Job Location

Shift

Benefits

• Medical/Prescription, Dental & Vision Discount Program (Full Time/Part Time Employees)
• Group Term Life Insurance and AD&D(Full Time Employees)
• Flexible Spending Accounts and Commuter Benefit Plans
• Supplemental Voluntary Benefits ( e.g. Short-term and Long-term Disability, Whole Life Insurance, Legal Support, etc.)
• 6 Paid Holidays, Paid Time Off (varies), Wellness Time Off, Extended Illness
• Retirement Plan
• Tuition Assistance 
• Employee Assistance Program (EAP)
• Valley Health LifeStyles Fitness Center Membership Discount
• Day Care Discounts for Various Daycare Facilities

EEO Statement

Valley Health System does not discriminate on the basis of ancestry, age, atypical hereditary cellular or blood trait, civil union status, color, creed, disability, domestic partnership, gender, gender identity or expression, familial status, genetic information, liability for service in the Armed Forces of the United States, marital status, medical condition or illness, mental or physical handicap, national origin, nationality, perceived disability, pregnancy, race, refusal to submit to genetic testing or make available results of such tests, religion, sex, sexual orientation, veteran’s status or any other protected basis, in accordance with all applicable Federal, State and Local laws. This applies to all areas of employment, including recruitment, hiring, training and development, promotion, transfer, termination, layoff, compensation, benefits, social and recreational programs, and all other conditions and privileges of employment.