Senior Applications Analyst (Epic Patient Experience) en 6510-DDC - Organizational Effectiveness
6510-DDC - Organizational Effectiveness · Oakland, Estados Unidos De América · Hybrid
- Senior
- Oficina en Oakland
We are seeking a Senior Applications Analyst (Epic Patient Experience) to lead and optimize our digital patient engagement and contact center technology initiatives. This role focuses on driving operational excellence across multiple patient-facing channels and ensuring a seamless digital experience. The ideal candidate will have 5+ years of Epic experience, deep expertise in contact center technologies, and hold mandatory certifications in Epic Welcome, MyChart, Hello World, and Cheers (including Campaigns).
*This is a hybrid role that requires you to work onsite at our office for 2–3 days per week. Candidates residing near Oakland, CA are highly preferred.*
**This position does not offer work visa sponsorship**
Responsibilities
- Lead the design, build, configuration, and optimization of Epic Patient Experience modules: Cheers (Contact Center Technology and Campaigns), Welcome, MyChart, Hello World (SMS, phone, email communications), Live chat, and other digital engagement tools.
- Serve as the subject matter expert (SME) for patient-facing digital engagement, contact center workflows, and outreach campaigns.
- Collaborate with operational and clinical stakeholders to streamline and enhance patient digital journeys and targeted communication strategies.
- Oversee integration and performance of third-party platforms (Talkdesk, Genesys, Nuance, etc.) to ensure seamless functionality with Epic.
- Plan and execute system upgrades, rigorous testing, and troubleshooting activities.
- Mentor junior analysts by providing technical guidance and best practices.
- Contribute to strategic planning for digital patient experience innovations, contact center performance, and campaign management.
- Act as the primary support contact for the application's end users.
- Identify issues within the application area and those impacting other application teams, and work to resolve them.
- Guide workflow design, build and test the system, and analyze technical issues associated with Epic software.
- Identify and implement requested changes to the system.
- Serve as a liaison between end users’ workflow needs and Epic implementation staff.
- Maintain regular communication with Epic representatives, including participation in weekly project team meetings.
- Work with Epic representatives, business stakeholders, and end users to ensure the system meets organizational needs regarding deliverables and timelines.
- Develop an understanding of operational needs to set workflow direction by attending site visits and integrated sessions.
- Participate in training and work with end users.
- Troubleshoot problems and questions.
- Review the status of projects and issues on an ongoing basis with leadership.
- Hold weekly communications with team members to discuss deliverables, shared issues, end-user concerns, budget, and upcoming milestones.
- Provide support throughout the project lifecycle, including issue resolution, break/fix support, and triage for all project incidents, while maintaining documentation and traceability related to requirements.
- Stay current with customer needs and strategies; use formal and informal written communication to share updates and findings; and facilitate meetings and presentations for diverse audiences.
- Configure COTS applications to fit business and operational needs.
Qualifications
- Minimum of 5 years of professional experience as an Epic Applications Analyst, with a strong focus on Patient Experience modules.
- Mandatory Epic certifications in more than one of the following applications: Welcome, MyChart, Hello World, Cheers (including Campaigns).
- Proven expertise in digital channel management (SMS, phone, email, live chat, MyChart) and contact center workflows.
- Strong understanding of healthcare contact center operations and experience with third-party platforms (Talkdesk, Genesys, Nuance, etc.).
- Demonstrated leadership in cross-functional projects and stakeholder collaboration.
- Excellent analytical, troubleshooting, and communication skills.
- Strong influence, presentation, team, and interpersonal skills; able to present goals, project scope, and requirements to any level in the organization.
- Ability to conceptualize business problems and develop out-of-the-box solutions.
- Champion of change, process improvement, and best practices for both business and technical teams.
- Ability to train, lead, and mentor others by sharing subject matter expertise and knowledge.
- Strong multitasking abilities with project management skills.
- Ability to understand stakeholder needs and demonstrate creative thinking to provide innovative solutions and recommend system and process enhancements.
- Ability to offer solutions to resolve risks, conflicts, and assumptions.
- Strong research skills with the ability to gain an overview and dive into details independently.
- Moderate experience with agile methodologies (Kanban boards or Sprints).
Base Pay Information
The national base pay range at the end is a good-faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental’s assessment of the candidate’s knowledge, skills, abilities (KSAs), related experience, education, certifications and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity.
Pay Grade 21. $80,500 - $174,300
About Company
At Delta Dental, we’re behind millions of smiles and counting. For over 68 years, we’ve served our communities by increasing access to affordable, quality care – but that commitment to care extends beyond the people we serve, to the dedicated employees who make those smiles genuine. We've come this far by building fair programs that offer opportunities for advancement, create meaningful connections and improve the lives of our employees and their families. Because we know that when we take exceptional care of each other, we can make a positive impact for all.
We champion an inspirational workplace through our commitment to trust, service, excellence and innovation. Joining us means working for a company that offers stability and balance, opportunities for leadership at all levels, and a work environment focused on teamwork and camaraderie.
Discover the smiling faces behind Delta Dental and experience our values and culture in action by connecting with us on social media. Follow Delta Dental Ins. on Facebook and Instagram, #LifeatDDins on Facebook and Instagram, Delta Dental Ins. on Twitter and Delta Dental Ins. on LinkedIn. If you've got an appetite for innovation and want to be a part of a team that’s transforming the future of health care, join us!
Since 1955, we have offered comprehensive, high-quality oral health care benefits to millions of enrollees and built the strongest network of dental providers in the country. The Delta Dental of California network includes affiliates Delta Dental Insurance Company; Delta Dental of Pennsylvania; Delta Dental of New York, Inc.; Delta Dental of the District of Columbia; Delta Dental of Delaware, Inc.; and Delta Dental of West Virginia, providing dental benefits to more than 31 million people across 15 states, the District of Columbia, Puerto Rico and the Virgin Islands.
The company and its affiliates are part of Delta Dental Plans Association (DDPA), a not-for-profit national association based in Oak Brook, Illinois. Through our national network of Delta Dental companies, we offer dental coverage in all 50 states, Puerto Rico and other U.S. territories. We offer vision coverage through DeltaVision in 15 states and the District of Columbia. Collectively, we deliver benefits to more Americans than any other dental insurance company.
Delta Dental Ins. is an equal opportunity employer and is committed to providing a professional work environment free from discrimination and harassment. Individuals seeking employment at Delta Dental are considered without regard to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, actual or perceived physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category. Delta Dental is committed to providing equal employment opportunities to all employees and applicants for employment. Accordingly, we have adopted and maintain an Equal Employment Opportunity Policy, Harassment-Free Work Environment Policy, and Respectful Workplace policies and will not tolerate violations of these policies.
Unfortunately, our Delta Dental Enterprise is unable to hire individuals residing in Alaska, North Dakota, Nebraska, Hawaii, Oklahoma, Vermont, Maine, West Virginia, New Hampshire, Wyoming, Puerto Rico, District of Columbia (Washington D.C.) or other US Territories at this time.
Proof of eligibility to work in the United States must be provided if selected for hire.
*Delta Dental includes: Delta Dental of California, Delta Dental Insurance Company, Delta Dental of Pennsylvania, and Delta Dental of New York
If You Are A Current Employee Click Here To Apply
Company
Behind the smile! We are dedicated to safeguarding the health and financial stability of our employees and their loved ones. This commitment extends beyond the workplace to foster personal growth and holistic wellbeing. Our life-changing rewards package includes:
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- Competitive base and incentive pay
- 401(k) with robust matching and non-matching contributions
- Rich medical & pharmacy benefits
- 100% employer-paid dental and vision benefits
- Holistic wellbeing program with deep financial incentives
- Generous paid time off plus 12 paid holidays and your birthday off
- Culture of growth and learning: career development; tuition reimbursement; recognition program
- Family support: adoption assistance, fertility treatment, child, elder & pet care assistance
- Social responsibility and volunteer opportunities
- Employee discount program
Fair Chance Ordinances and Criminal Background Considerations
This position requires that the applicant undergo a background check. Qualified applicants with arrest or conviction records will be considered for employment in accordance with any applicable federal, state or local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and/or New York Corrections Law Article 23-A.
Important Work Authorization Information
Please note, Delta Dental will not sponsor applicants for work visas for this position.
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