Epic EHR Subject Matter Expert (Healthcare CX & Contact Center Transformation)

Engagement Type: Contract, Advisory/ Consultant (Part-time)
Duration: 6-8 weeks initial engagement, with strong potential for extension
Commitment: ~3-5 days total during discovery and strategy phase

About the Engagement

We are supporting a large U.S. health system in a patient experience and contact center transformation initiative across a network of 11 hospitals. This engagement focuses on aligning CX strategy with clinical systems, ensuring seamless integration between contact center platforms, AI solutions, and the healthcare environment.

While our team brings deep expertise in CX and CCaaS, we are seeking an Epic Subject Matter Expert to act as a strategic advisor and bridge the gap between customer experience design and clinical/IT realities.

Role Overview

This role is not focused on Epic implementation. Instead, you will serve as a translation layer between CX strategy and Epic's ecosystem, helping guide how external platforms integrate with and leverage Epic data and workflows.

You will provide advisory support on how Epic interacts with patient-facing tools, contact center technologies, and AI platforms, ensuring alignment with compliance and healthcare best practices.

Key Responsibilities

• Act as a strategic advisor on Epic capabilities within a CX and contact center transformation context
• Provide guidance on Epic workflows , particularly around MyChart and patient engagement tools
• Advise on data flows and integrations , including FHIR and Epic App Orchard APIs
• Help define how CCaaS and AI platforms can integrate with Epic without compromising compliance or system integrity
• Translate clinical and technical constraints into actionable insights for CX and business stakeholders
• Participate in discovery sessions and contribute to strategic recommendations
• Collaborate with cross-functional teams, including CX consultants, engineers, and client stakeholders

Required Qualifications

• Epic Certification (preferred in one or more of the following):
  
  • Ambulatory
  • Cadence
  • MyChart
• Proven experience working with multi-hospital health systems
• Strong understanding of Epic from an integration and ecosystem perspective (not just implementation)
• Experience with FHIR, APIs, and healthcare data interoperability
• Ability to operate in client-facing advisory roles , translating technical concepts into business insights
• Based in the United States

Preferred Background

• Experience with or from consulting firms such as Nordic Consulting, Optimum Healthcare IT, Stoltenberg Consulting , or similar
• Prior experience working independently or as a strategic advisor post health system tenure
• Familiarity with CCaaS platforms, AI-driven CX tools , or digital health integrations

Engagement Details

• Initial engagement focused on discovery and strategy (6-8 weeks)
• Estimated involvement of 3-5 working days during early phase
• High likelihood of extended engagement depending on project scope
• Opportunity for ongoing collaboration across future healthcare clients

What Success Looks Like

• Clear alignment between CX strategy and Epic capabilities
• Practical, compliant integration approach for CCaaS and AI tools
• Strong translation of clinical system constraints into CX opportunities
• Trusted advisory presence with both client stakeholders and internal teams