Epic Mychart support manager

Job Summary:

• The Epic MyChart Support Manager leads the support and operational management of the Epic MyChart application, ensuring system stability, timely issue resolution, and a high-quality patient and user experience. The role manages support teams and collaborates with clinical, business, and IT stakeholders to deliver effective MyChart solutions.

Key Responsibilities:

• Lead and manage the Epic MyChart support team , including daily operations, workload, and performance.
• Oversee MyChart incidents, service requests, escalations, and production issues.
• Ensure timely resolution of complex application and workflow issues.
• Coordinate Epic upgrades, enhancements, testing, and release activities .
• Partner with clinical, operational, and IT teams to identify requirements and improve MyChart workflows.
• Monitor application performance, support metrics, SLAs, and service quality.
• Develop support processes, documentation, training materials, and knowledge resources.
• Manage escalations and coordinate root-cause analysis and corrective actions.
• Ensure compliance with HIPAA, security, privacy, and organizational IT policies .
• Mentor and develop analysts and support staff while promoting continuous improvement.

Required Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, Healthcare Informatics , or related field.
• Epic MyChart Certification required; additional Epic certification preferred.
• 5+ years of experience supporting Epic applications , with significant MyChart experience.
• 2+ years of experience in a team lead or management role .
• Strong knowledge of Epic MyChart workflows, application support, testing, and troubleshooting.
• Experience managing incidents, escalations, upgrades, and production support.
• Strong leadership, communication, problem-solving, and stakeholder management skills.
• Knowledge of HIPAA, healthcare IT, HL7/interfaces, and clinical workflows preferred.