Epic Program Manager

Position Summary

The Epic Program Manager owns Alteva’s operating footprint inside client Epic environments, ensuring Alteva’s Operations teams can deliver coding, billing, A/R, and IDR services effectively when that work is performed in, or depends on, a client’s Epic system. This role manages access, security roles, workqueues, routing, and reporting within client Epic instances, and serves as Alteva’s primary point of coordination with client Epic application and IT teams. Operations staff perform the work; the Epic Program Manager enables and prepares them to do it, building Epic workflow training, supporting staff proficiency, and partnering with the Integration Analyst and the claims pipeline team so data and Alteva solutions flow correctly between client Epic and Alteva systems. The role partners closely with Implementation & Client Readiness on client onboarding and shares post-go-live monitoring and support with the Integration Analyst.

Key Responsibilities

Client Epic Environment Management

• Manage Alteva’s presence in each client Epic environment, including user access, security roles, workqueues, routing, and reporting, in line with the access model and standards set by the Director
• Serve as the primary point of coordination with client Epic analysts, application teams, and IT for revenue cycle system matters
• Coordinate requests, configuration changes, and enhancements with client Epic teams and track them through completion
• Monitor client Epic upgrades and changes for downstream impact on Alteva workflows and communicate impacts in advance
• Maintain documentation of each client’s Epic build, access, and configuration relevant to Alteva services

Workqueue Governance & Routing

• Establish and maintain standards for the client Epic workqueues Alteva staff work, including ownership, assignment, prioritization, and escalation
• Partner with client Epic teams to ensure claims, coding items, A/R and denial follow-up, and other in-scope work are routed to Alteva appropriately
• Evaluate workqueue volume, aging, productivity, and resolution patterns to identify routing gaps, bottlenecks, and duplicate or manual workflows
• Document routing rules, escalation criteria, and approved workflow changes for each client

Client Onboarding & Go-Live

• Partner with Implementation & Client Readiness to execute Epic-related onboarding using the client integration playbook and technical standards
• Lead Epic discovery with client teams to confirm workqueues, access, reporting, and workflow requirements based on the services the client purchases
• Coordinate testing and validation of Epic workflows, with Operations participating in user acceptance testing
• Confirm go-live readiness for access, workqueues, reporting, and staff proficiency, and support post-go-live stabilization

Data Flow & Solution Layering

• Partner with the Integration Analyst and claims pipeline team on Epic data sources, including reports and extracts, used to feed Alteva systems
• Support the layering of Alteva solutions that are not native to Epic, such as coding and IDR, onto client Epic work through integration, extracts, or RPA
• Identify where native Epic functionality can be used rather than replicated
• Ensure information clients require is returned accurately and on time, whether through work completed in Epic, feeds, or reports

Staff Readiness & Training

• Build and maintain Epic workflow training content and SOPs for each client where Alteva staff work in Epic
• Partner with Implementation and Operations to deliver training, confirm proficiency, and prepare staff for workflow changes
• Serve as the Epic subject matter resource for Operations staff and leaders
• Update training and documentation when client Epic builds or workflows change

Post-Go-Live Support & Issue Management

• Share post-go-live monitoring and support with the Integration Analyst, including access, workqueue, reporting, and data flow issues
• Establish structured processes for identifying, documenting, prioritizing, and escalating Epic-related operational issues
• Determine whether issues originate from Epic configuration, access, data, process, or training, and route them accordingly
• Coordinate root-cause analysis and ensure solutions are validated operationally before issues are closed
• Escalate high-risk or high-impact issues to the Director and appropriate leadership

Workflow Optimization & Continuous Improvement

• Evaluate Epic workflows to identify opportunities to improve efficiency, accuracy, and automation for Alteva services
• Recommend workflow and configuration changes that improve staff productivity and quality in client Epic
• Develop standardized Epic workflows across clients where appropriate, while accounting for client-specific requirements
• Contribute Epic patterns and lessons learned to the function’s client operating model playbook

Key Performance Indicators

• Staff time-to-proficiency on client Epic workflows
• Productivity and quality of work performed in client Epic compared with Alteva systems
• Workqueue health, including volume, aging, and routing accuracy
• Epic-related issue resolution time and recurrence
• Go-live readiness delivered on schedule for Epic clients
• Client satisfaction with Epic-related coordination and responsiveness
• Experience & Requirements
• Bachelor’s degree in Healthcare Administration, Information Systems, Business, or related field preferred, or equivalent experience.
• Minimum of 5+ years of experience with Epic revenue cycle applications, including implementation, optimization, or application support.
• Strong understanding of revenue cycle operations, including coding, billing, A/R resolution, denials, and payment workflows.
• Experience with Epic workqueue design, routing, security roles, and reporting.
• Experience coordinating with client or health system Epic analyst and IT teams.
• Demonstrated experience managing cross-functional projects, testing, and go-live activities.
• Experience developing training content, SOPs, and workflow documentation.
• Ability to translate operational requirements into clear system requests, and technical concepts into operational implications.
• Strong organizational, communication, and problem-solving skills, with the ability to manage multiple clients and priorities.
• Advanced proficiency in Microsoft Office applications, especially Excel.

Additional Qualifications

• Current or previous Epic certification, particularly Resolute Professional Billing and/or Hospital Billing.
• Experience at an RCM company, outsourcer, or vendor working within client-owned Epic environments.
• Experience supporting multi-specialty physician organizations or multiple healthcare clients.
• Familiarity with HL7, Epic reporting and extracts (e.g., Clarity), or integration concepts.
• Working knowledge of HIPAA and healthcare access and security requirements.
• Experience with out-of-network billing or the IDR process is a plus.

Pay Range 120000 - 160000 USD