Epic Patient Access Applications Manager

University of Washington   Seattle, WA   Full-time     Administration / Clerical
Apply Now
Posted on March 26, 2020
Req #: 177358
Department: UW MEDICINE IT SERVICES
Appointing Department Web Address: http://uwmits_hires.uwmedicine.org/
Job Location: Downtown Seattle,  Harborview Medical Center,  Health Sciences Center,  Northgate,  Other Location,  Sand Point,  Seattle Campus,  South Lake Union,  UW Medical Center - Montlake,  UW Medical Center - Northwest
Job Location Detail: Primary work location is at the Ninth and Jefferson Building (NJB) on the corner of 9th and Jefferson in downtown Seattle 
Posting Date: 02/25/2020 
Closing Info: Open Until Filled 
Salary: Salary is commensurate with education and experience. 
Shift: First Shift 
Notes: Clicking "" immediately submits your resume as a candidate for this position - even if you don't finish all of the assessments. Only click if you're ready to apply for the job right now.  

UW Medicine’s IT Services department is looking for an outstanding Epic Patient Access Applications Manager to join the team! 

What are we looking for?
  • Patients Are First focus
  • Customer service mindset
  • Interpersonal skills and teamwork
  • Results-oriented attitude
  • Commitment
  • Adaptability and flexibility

  • What are the perks?
  • Medical insurance at reasonable rates with TEN plans to choose from!
  • Dental Insurance at no cost to you OR your dependents…AND we have three plans for you to choose from!
  • 10 paid holidays annually!
  • 1 personal holiday every year!
  • Generous amounts of vacation and sick leave that you can feel good about taking (more than 5 work weeks in your first year)!
  • TWO Retirement plans to choose from – one even matches 100% of your contributions with immediate vesting!
  • Voluntary Investment program to save more towards your retirement!
  • Deferred Compensation program to save even MORE towards your retirement!
  • Flexible Spending Account!
  • Dependent Care Assistance program!
  • On-site childcare centers and other caregiving resources!
  • Life and Accidental Death and Dismemberment insurance!
  • Long Term Disability insurance!
  • Transportation Services Program that includes U-PASS options and other parking services!
  • Tuition Exemption program at the UW and other higher education instituations across the state)!
  • Housing resources and home buying options!
  • Engagement and Wellness programs!
  • Auto, home, renter, and boat group insurance!
  • Valuable membership and merchandise discounts!
  • Federal student loan forgiveness under the Public Service Loan Forgiveness (PSLF) program!

  • For all of the specific details on these benefits, eligibility and more, please click here.

    The Epic Patient Access Applications (EPAA) team is part of several teams that make up the Enterprise Business Systems (EBS) group within UW Medicine IT Services (ITS).  EBS supports and safeguards, through technology, UW Medicine's $5B patient revenue cycle as well as UW Medicine's payroll/HR systems.  Key customers of EBS are entity CFOs and their teams (e.g., Finance, Access, Accounting, ERHI, Revenue Cycle, and Payroll) as well as Clinical Leadership as it relates to staffing, scheduling, and service capture (charge) and business operations technology.

    In conjunction with UW Medicine IT Services (ITS) and UW Medicine executive leadership, the primary focus of the Manager, Epic Patient Access Applications (‘Manager’) is to lead, mentor, coach, and manage a team of technical and business application professionals to support the UW Medicine’s patient access operations and applications to meet the needs of the user community.  This will include, but is not limited to, Cadence Enterprise Scheduling, Prelude Enterprise Registration, Epic Referrals, Welcome, and Grand Central modules within the Epic EHR.

    Reporting to the Director of Enterprise Business Systems, the Manager must work closely with Enterprise Access and Inovations, Revenue Cycle Management, UW Physicians, Clinical Operations, internal customers and other directors and managers. Frequent interaction occurs with other ITS team leaders and programmers for solving problems across systems. Interaction with operations staff is required to assure that production processes perform properly.  Additionally, this role will work with software vendors to implement and support purchased tools and applications.  Vendor contacts will be frequent to discuss issues, enhancements, and future needs.

    Position Complexities:
    ITS is a growing shared services department that implements, deploys and manages highly complex clinical, business, and system applications to meet and exceed key IT initiatives that support UW Medicine entities.  Additional applications and systems are supported through UW Medicine research affiliations such as the Fred Hutchinson’s Cancer Research Center, NIH and other grants, contracts, clinical affiliations and other School of Medicine activities; as well as medical training programs with other institutions.  Additionally, UW Medicine operates in a highly complex business and technical environment consisting of multiple institutions and a highly diverse suite of applications.

    This position exercises discretion, independent judgment, and decision-making authority in applying the responsibilities called for.  Responsibilities are to be carried out at a high level of technical expertise; collaborating with senior leadership, stakeholders, and technical and business operations teams to successfully develop, implement, and manage within areas of responsibility.

    The Manager should have excellent interpersonal skills, be a good listener, and possess excellent written and oral communication skills.   The incumbent must be technically conversant, yet able to translate technology concepts for people with non-technical expertise.  The person in this position must be trustworthy, discrete, have high standards, and be very self-motivated.  Flexibility, dedication, enthusiasm, and energy are key attributes.  The Manager must have strong technical knowledge and skills to work collaboratively in a dynamic, demanding, and multifaceted environment.  The Manager must be a team player for whom the ownership of ideas is less important than the result of the collaborative effort.

    Responsibilities include:

    Operations (60%)
  • Implement and sustain strong processes and capabilities through the enhancement, deployment, and maintenance of methods, metrics, tools, training, education, and communication.
  • Manage assigned budget(s) and resources.
  • Manage and sustain vendor/supplier relationships.
  • Maintain appropriate levels of service delivery in order to deliver and improve services for the enterprise.
  • Foster an IT Service Management culture.
  • Technical operations of Epic applications (i.e. Prelude, Cadence, Grand Central, Referrals, Welcome, and other supporting patient access applications).

    • Develop and operate internal systems that maintain and improve the effectiveness of the department. 
    • Responsible for ensuring service requests are completed in a timely manner to the satisfaction of customers.  This responsibility requires coordination with all resources needed to accomplish the request either directly or through delegation.
    • Establish and enforce technical and functional standards.
    • Actively manage user relationships with sites to prioritize and follow-up on project work and requests.  Evaluate and implement customer requests. Ensure that staff efforts are focused on customer priorities.  Follow up with customers and management to confirm that work has been performed as required.
    • Plan and manage development and maintenance projects for timely completion.  Includes coordination with project managers and other groups.  Track and regularly report on progress and obstacles.  For application development and maintenance projects, contribute to detailed deployment plan, including activation details and cutover plans.
    • Responsible for developing appropriate systems and metrics for measuring progress, backlogs, workloads, staffing, devices and response times.  Monthly status reports will be generated highlighting key metrics for the Director.
    • Participate in research, planning, evaluation and implementation of strategic systems.  Develop approaches that maximize the use and integration of Epic and third party software packages.
    • Help to ensure that the production systems operate accurately, reliably and efficiently.   Work closely with staff to analyze problems and implement solutions.
    • Report status and provide regular review and oversight of team activities, including monitoring and escalating key risks and issues. Monitor staff adherence to established principles for issue logging, tracking and follow up.
    • Participate in departmental Continuous Quality Improvement projects and other committees as required.

  • Project management within areas of responsibility.

    • Provide functional expertise to staff.
    • Assist with on-going management of vendor relationships.
    • Arrange and facilitate appropriate participation by facility operations staff in project activities.
    • Supervise consultants working within team.
    • Track and regularly report on progress and obstacles.
    • Identify and recommend appropriate staff and material resources.
    • Perform project management and administration for timely completion of projects.

    Leadership and Management (40%)
  • Lead, organize and positively influence a team of technology and/or business professionals.
  • Instill UW Medicine and ITS vision and guiding principles to all staff; implement mission-oriented HR practices.
  • Promote an environment that is attractive to the employee and that facilitates the recruitment and retention of professional, technical, and support staff.  This includes, but is not limited to, staff development, recognition, motivation, and communications.
  • Make hiring decisions and recommendations for separations, reclassification recommendations, salary adjustment recommendations, handle complaints and grievances as well as generally planning, assigning and approving the work of these positions.
  • Recruit, hire, train, coach, motivate, and manage performance of permanent, temporary, and contract staff.
  • Conduct performance evaluations and measuring on a regular basis, and other standard practices, consistent with all ITS teams.
  • Mentor and coach staff.
  • Provide functional and technical expertise to Managers and other staff.
  • Establish and enforce technical and functional standards.
  • Ensure compliance with security and confidentiality requirements. 
  • Promote, monitor, and support UW Medicine HIPAA policy and procedures.
  • Support a framework to be the employer of choice.

    • Develop a service-oriented work force with exceptional technical talent.
    • Ensure all employees understand the linkage to the mission and vision of UW Medicine and to the UW Medicine Patients Are First principles and adhere to the professional conduct policy of UW Medicine.
    • Develop the necessary to implement, enhance, and support ITS goals, projects, and programs.
    • Foster staff engagement.

    What you’ll bring to the table: (minimum requirements)
  • Bachelor's degree in Computer Science, Information Technology, Business Administration, Healthcare, or related field or equivalent combination of education/experience.

  • 6+ years experience must include the following:
  • 4+ years’ experience leading and managing technology and/or business professionals.
  • Demonstrated management and leadership capabilities with proven ability to influence in matrix environment.
  • Proven ability to make administrative/procedural decisions and provide guidance and leadership to staff.
  • 4+ years’ experience managing system vendor relationships.
  • 3+ years’ experience supervising customer service-oriented organizations with a history of delivering high quality products on time.
  • 3+ years’ involvement with quality improvement processes.
  • Strong working knowledge of PC desktop applications and general knowledge of PC equipment.

  • The successful candidate will also possess:
  • Values consistent with those of UW Medicine's mission to improve the health of the public by advancing medical knowledge, providing outstanding primary and specialty care to the people of the region, and preparing tomorrow's physicians, scientists, and other health professionals.
  • Excellent written and oral communication abilities to articulate the vision and translate complex issues into comprehensible ideas and concepts with the ability to engage in active listening and convey a positive and professional image in person, on the telephone, and through correspondence.
  • Strong interpersonal skills to lead and motivate team with the ability to work effectively with a diversity of personalities.
  • Strong collaboration skills.
  • Team building skills that provide leadership and structure to high-performing technology and business professionals.
  • Excellent negotiation and vendor management skills.
  • Internal motivation to be action oriented and results driven.

  • Ideally, you’ll also have: (desired skills and experience)
  • Previous experience in and knowledge of academic healthcare systems and/or operational environments.
  • Advanced degree (e.g., Master’s, PhD, etc.)
  • Experience with Epic Patient Access applications including Prelude, Cadence, Grand Central, etc.
  • Experience with patient access operations (i.e. scheduling, registration, authorization, admitting, etc.)

  • What are some of the other tidbits that you might want to know?
  • This is an Information Technology deadline-driven work environment.
  • The individual in this position is expected to work normal daytime hours. The majority of work is performed in an office environment during normal business hours; however, off-hours and weekends may be needed to resolve problems and respond to emergencies. This individual is expected to be available for emergencies (business continuity/disaster recovery efforts) in a timely manner on a 24x7 basis, as needed.
  • Because of the physically separated sites for UW Medicine, this position requires the ability to travel to alternative work locations as needed.
  • Must work within the constraints of multiple technical environments.
  • ITS provides services to all UW Medicine organizations – HMC, UWMC-Montlake, UWMC-NW, VMC, UWNC, UWP, SOM, and ALNW.  The individual in this position must learn many organizational structures and cultures and continually foster collaboration.
  • Will be required to be on call as needed.
  • Ability to communicate clearly in English, both verbally and in writing.
  • This advertised job posting may not include the complete official job description for the role.
  • Appointment of the successful candidate to this position will be made contingent upon a satisfactory outcome of criminal background checks.
  • The application process for UW Medicine positions may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process (i.e. Work Authorization, Criminal Conviction History, Cover Letter and/or others).  Any assessments that you need to complete will appear on your screen as soon as you select “Apply to this position”.  Once you begin applying for a position, all assessments must be completed at that time.  Please note that your application shows up in our system as ready to review regardless of whether or not all assessments have been completed.  If the assigned Recruiter happens to review applications prior to all of your assessments being completed, there is a chance you could be 'Not Selected' due to an incomplete application.  For this reason, we strongly encourage all applicants to ensure there is plenty of time to complete all of the assessments prior to clicking on “Apply to this position”.

  • Who are we and what do we do?
    UW Medicine’s mission is to improve the health of the public by advancing medical knowledge, to provide outstanding primary and specialty care to the people of the region, and to prepare tomorrow’s physicians, scientists and other health professionals. Our staff not only enjoys outstanding benefits and professional growth opportunities, but also an environment noted for diversity, community involvement, intellectual excitement, artistic pursuits, and natural beauty.

    UW Medicine’s Information Technology Services (ITS) department is a shared services organization that supports all of UW Medicine.  UW Medicine is comprised of Harborview Medical Center (HMC), UW Medical Center-Montlake Campus (UWMC-Montlake), UW Medical Center-Northwest Campus (UWMC-NW), Valley Medical Center (VMC), UW Neighborhood Clinics (UWNC), UW Physicians (UWP), UW School of Medicine (SOM) and Airlift Northwest (ALNW).  In addition, UW Medicine shares in the ownership and governance of Children’s University Medical Group and Seattle Cancer Care Alliance (a partnership between UW Medicine, Fred Hutchinson Cancer Research and Seattle Children’s).  ITS is responsible for the ongoing support and maintenance of the infrastructure and applications which support all of these institutions, along with the implementation of new services and applications that are used to support and further the UW Medicine mission.

    Committed to attracting and retaining a diverse staff, your experiences, perspectives and unique identities will be honored at the University of Washington. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable, and welcoming.

    The University of Washington is an affirmative action and equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information.  To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 / 206-543-6452 (tty) or click here to send an email.

    The University of Washington is a leader in environmental stewardship and sustainability, and committed to becoming climate neutral.
    #monster REQUIREMENTS: See above.

    Committed to attracting and retaining a diverse staff, the University of Washington will honor your experiences, perspectives and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.

    The University of Washington is a leader in environmental stewardship & sustainability, and committed to becoming climate neutral.

    The University of Washington is an equal opportunity, affirmative action employer. To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 / 206-543-6452 (tty) or dso@uw.edu.