Epic Certified TalkDesk or Gensys with Cadence/MyChart/Cheers Analyst
This is a remote position.
About Us
Ellit Groups is a Private Equity-backed, woman, minority-led healthcare IT consulting firm focused on Provider and Payer organizations. We partner with healthcare leaders who value operational excellence, real-world experience, and diverse perspectives to drive better outcomes.
Our firm is built by former healthcare operators who understand the realities of running complex healthcare systems. This combination of operator credibility and investment-backed growth enables us to deliver high-impact, scalable solutions.
We differentiate ourselves by bringing practical experience, executive-level insight, and a relentless focus on quality and outcomes. Our success is directly tied to our clients’ success.
Job Summary
We are seeking an experienced Epic Certified Patient Access & Contact Center Analyst to support the enhancement, integration, and optimization of patient access and contact center workflows for a healthcare organization. This role requires active Epic certification in Cadence, MyChart, and/or Cheers , along with hands-on experience supporting Talkdesk or Genesys contact center technology.
The ideal candidate will understand how Epic scheduling, patient engagement, CRM, and call center workflows work together to provide a consistent patient experience. This individual will partner with technical teams, operational leaders, contact center representatives, and application stakeholders to evaluate current workflows, gather requirements, configure and test solutions, resolve production issues, and support ongoing system improvements.
Key Responsibilities
- Analyze, design, build, test, implement, and optimize Epic patient access and patient engagement workflows.
- Support Epic applications including Cadence, MyChart, and Cheers based on project and operational needs.
- Evaluate contact center workflows involving Talkdesk or Genesys and identify opportunities to improve system functionality, call routing, patient communication, scheduling, and agent efficiency.
- Partner with patient access, scheduling, marketing, contact center, clinical, operational, and technical teams to gather and document business requirements.
- Translate operational requirements into functional specifications, workflow designs, system configurations, and testing plans.
- Support the integration and alignment of Epic workflows with contact center technologies and related third-party systems.
- Configure and optimize scheduling workflows, including appointment requests, direct scheduling, open scheduling, ticket scheduling, decision trees, provider templates, visit types, and workqueues.
- Support MyChart workflows such as appointment scheduling, patient messaging, eCheck-In, questionnaires, proxy access, and other patient-facing functionality.
- Support Epic Cheers CRM and call management workflows, including patient outreach, campaign activities, request routing, contact center follow-up, and patient engagement tracking.
- Participate in unit testing, integrated testing, regression testing, and user acceptance testing.
- Develop test scripts, document results, track defects, and coordinate issue resolution with application and operational teams.
- Troubleshoot application, workflow, integration, and production support issues.
- Monitor and resolve assigned incidents, service requests, and enhancement tickets.
- Assist with Epic upgrades, system updates, optimization initiatives, and change-control activities.
- Maintain system documentation, workflow diagrams, build documentation, testing materials, and operational procedures.
- Provide knowledge transfer, application guidance, and support to internal analysts and end users.
- Communicate project status, risks, dependencies, and recommended solutions clearly to technical and non-technical stakeholders.
Requirements
Required Qualifications
- Active Epic certification in at least one of the following:
- Epic Cadence
- Epic MyChart
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