Lead Analyst, Epic Cheers - Hybrid

Reassignment Applicants : Eligible Reassignment clients should contact their Disability Counselor for assistance.

This position has recently been accreted by UPTE HX union and will be a part of that union moving forward.

This position will work a hybrid schedule which includes a combination of working both onsite at Towne Centre Drive (San Diego, CA) and remote.

DESCRIPTION

UC San Diego Health is advancing a comprehensive strategy to establish enterprise-wide CRM and patient engagement capabilities that deliver meaningful, measurable impact at scale across patient access, care navigation, and operational efficiency. Central to this work is the Mission Control vision, which integrates real-time data, applied artificial intelligence, and digital health platforms to provide system-wide insight and coordinated action across the care continuum. This strategy is grounded in the quadruple aim and reflects a sustained organizational commitment to leveraging CRM technologies, applied AI, and increasingly automated engagement solutions to improve patient experience, enhance operational transparency, and enable care teams to spend more time on direct patient care.

Epic Cheers CRM and Call Hub serve as the foundation for a standardized, enterprise-wide engagement platform that creates a unified, longitudinal view of patient, provider, and health plan interactions. This includes non-clinical documentation such as complaints, service requests, task management, provider coordination, and payer engagement. As UC San Diego Health expands omnichannel engagement across voice, chat, and document-based workflows, supported by both human teams and AI-enabled, agentic solutions, Epic Cheers functions as the system of record to ensure transparency, traceability, and continuity of interactions across all entities and engagement channels. This enterprise CRM capability serves as a prerequisite foundation for next-generation patient and provider experience, enabling advanced capabilities such as next-best-action recommendations, personalized engagement strategies, and AI-driven decision support across the care continuum.

This enterprise CRM capability is a critical enabler of broader health system priorities, including operational efficiency, workforce experience, population health management, and the deployment of AI-driven and automated workflows. This position operates within UC San Diego Health Information Services as part of the Population Health and Digital Health applications team, reporting to the Population and Digital Health Applications Manager, and plays a central role in scaling CRM as a foundational platform for coordinated, data-driven, and increasingly automated care delivery.

Position and Team:

UC San Diego Health is seeking a Lead Analyst, Epic Cheers to provide strategic and operational leadership for the enterprise-wide implementation, expansion, and governance of Epic Cheers CRM and Call Hub. The primary responsibility of this role is to lead the system-wide deployment of CRM capabilities that unify documentation and tracking of all patient, provider, and health plan interactions, establishing a single, standardized source of truth across the organization. The role includes system configuration, workflow standardization, CRM routing optimization, telephony integration, and phased expansion across clinical, operational, and population health domains.

The Lead Analyst operates within a multidisciplinary environment that includes population health teams, care navigation, revenue cycle, outpatient operations, intelligent automation engineers, data scientists, and enterprise platform specialists. This role works closely with teams deploying AI-enabled and agentic engagement solutions across voice, chat, and document workflows, including integrations with Epic Call Hub, telephony platforms such as Amazon Connect and Amazon Connect Health, live chat solutions, and intelligent automation systems. The role ensures that all interactions, whether human-led, human-in-the-loop, or human-on-the-loop, are consistently captured, visible, and actionable within the CRM platform. The position reports to the Population and Digital Health Applications Manager within UC San Diego Health Information Services.

This is a senior technical role that requires the ability to independently lead complex Epic CRM and omnichannel engagement implementations at enterprise scale. The role involves close collaboration with operational leaders, clinical services, and access teams to design and deploy CRM workflows that span a wide range of Epic application areas and improve efficiency, enable transparency, and support coordinated care delivery across the health system. As part of the broader Mission Control strategy, this role contributes to establishing Epic Cheers as the enterprise engagement backbone, supporting both human and automated workflows while ensuring auditability, governance, and sustained operational performance.

What We're Looking For:

The ideal candidate brings deep experience in Epic CRM and call center application configuration within large healthcare organizations, with demonstrated ability to independently lead complex enterprise-wide implementation and optimization initiatives. Experience with Epic Cheers, Call Hub, CRM workflow design, and telephony integration is essential, and candidates should be comfortable working across clinical, operational, access, and IT teams to deliver standardized, scalable CRM solutions that function as the system of record for patient engagement.

Experience with omnichannel patient engagement platforms, including telephony (e.g., Amazon Connect, Amazon Connect Health), messaging, IVR, and live chat solutions, is strongly desired. Candidates should demonstrate familiarity with intelligent automation and AI-enabled engagement models, including workflows that incorporate human-in-the-loop and human-on-the-loop processes, and understand how CRM platforms support transparency, escalation, and continuity across these interactions. Working knowledge of healthcare integration technologies, including HL7, FHIR, APIs, and event-driven architectures, is important to support integration across enterprise systems.

Successful candidates will also demonstrate broad familiarity with enterprise health system operations and technologies, including patient access, care navigation, population health, revenue cycle, and a wide range of Epic application workflows. The role requires strong communication and leadership skills, experience driving enterprise standardization, and the ability to work effectively across multidisciplinary teams to deliver CRM capabilities that directly improve patient experience, operational efficiency, and system-wide coordination.

MINIMUM QUALIFICATIONS

• Nine (9) years of related experience, education/training, OR a Bachelor's degree in related area plus (5) years of related experience/training. Related experience: Healthy planet or ambulatory tools and/or working with a call center to implement automated solutions.

• Broadly encompassing or highly In-depth knowledge of 1-2 areas of focus in clinical applications specialty area(s). Knowledge of operations, systems and functions, including planning, design, development, implementation, user support and training, maintenance, quality assurance, and system testing and evaluation.

• Ability to apply advanced problem-resolution skills to highly complex issues, quickly diagnose problems, and develop, test, and implement appropriate and effective solutions in a timely manner.

• Advanced interpersonal communication skills to effectively train, support, and collaborate productively with clinical users and key stakeholders at all professional and technical levels.

• Advanced organizational and project management skills, and ability to lead a team, prioritize tasks, and see projects through from inception to completion on schedule.

• Advanced written and verbal communications skills, to convey highly-technical information and instructions to all levels of clinical users and staff in a specific, clear, and concise manner.

• Advanced analytical skills and expertise in documentation and reporting, with the ability to apply metrics, plan and implement testing systems, collect and analyze performance data, and produce substantive reports and analyses for management use.

• Advanced ability to serve as a technical leader and information resource, and to work collaboratively with key personnel and management, providing guidance and recommendations on systems, improvements, upgrades, and industry advances and trends.

PREFERRED QUALIFICATIONS

• Epic healthy planet or Epic Cheers certification.

• Epic Healthy Planet experience.

• Agentic AI, including the application of generative and predictive AI in operational or clinical workflows experience.

• Healthcare integration technologies including HL7, FHIR, and APIs experience.

• Experience with call center support including Epic CRM configuration, Interactive Voice Response (IVR), Computer Telephony Integration (CTI), and workqueue configuration.

• Experience designing and implementing CRM workflows that integrate with telephony platforms such as Amazon Connect or similar enterprise contact center technologies.

• Experience supporting or optimizing Epic Call Hub in conjunction with external telephony and engagement platforms.

• Experience integrating CRM platforms with intelligent automation solutions and live chat platforms, ensuring seamless interaction capture across voice, chat, and document-based workflows.

• Experience designing routing logic, work queues, and escalation pathways across omnichannel engagement environments.

• Experience supporting CRM implementations that span multiple Epic applications and workflows across clinical, operational, and access domains.

• Experience working with CRM and engagement data to support operational reporting, performance monitoring, and system-wide visibility.

• Experience contributing to enterprise governance models for CRM and engagement platforms across multiple departments and stakeholders.

SPECIAL CONDITIONS

• Must be able to work various hours and locations based on business needs.

• Employment is subject to a criminal background check and pre-employment physical.

Pay Transparency Act

Annual Full Pay Range: Unclassified - No data available (will be prorated if the appointment percentage is less than 100%)

Hourly Equivalent: Unclassified - No data available

Factors in determining the appropriate compensation for a role include experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. The Hiring Pay Scale referenced in the job posting is the budgeted salary or hourly range that the University reasonably expects to pay for this position. The Annual Full Pay Range may be broader than what the University anticipates to pay for this position, based on internal equity, budget, and collective bargaining agreements (when applicable).