Epic Application Support Manager - Professional Billing

Job DetailsPosition Type: Full TimeJob Title:                             Epic Application Support Manager Location:                             Remote Department:                       Epic Operations Reports to:                         Application Director  Employment Type:            Full Time, Exempt Travel Required:                No Salary Range:                       $115,500-$132,000   Summary The Epic Application Managers at BetterHealth serve a critical role in our leadership structure. The Epic Application Manager, Professional Billing leads a team of application analysts responsible for day-to-day support of Epic Professional Billing, Claims, and/or Real-Time eligibility, including issue resolution, system optimization, and other operational needs. The Application Manager is responsible for ensuring timely, high-quality service delivery, maintaining a healthy portfolio of support requests, and developing and supporting the analyst team. While primarily focused on ongoing application support and service delivery, the manager will also lead and contribute to application projects, including Epic upgrades, optimizations, and other initiatives as needed.     Essential Functions   Team Leadership & Management Anticipates resource needs and plans accordingly. Manages hiring, professional development, annual reviews, recognition, and disciplinary actions for direct reports. Establishes and communicates meaningful performance criteria and expectations. Identifies staff development needs and creates opportunities for continued growth.   Work Prioritization & Management Manages a transparent portfolio of application support requests, projects, and other team priorities, balancing affiliate and organizational needs, cross-team dependencies, and available resources. Facilitates a collaborative prioritization process with stakeholders and ensures work is appropriately prioritized based on impact, urgency, and organizational priorities. Allocates and adjusts analyst assignments based on priority, skill, capacity, and availability. Monitors service delivery and the health of the team's support portfolio, identifying and addressing aging work, barriers, and escalations. Negotiates timelines and sets clear expectations with stakeholders based on urgency, priority, and team capacity. Leads critical priorities and escalations as needed and coaches team members through complex issues.   Application Support & Maintenance Provides leadership and oversight for the ongoing support and maintenance of assigned Epic applications, including Professional Billing (PB), Claims, and Real-Time Eligibility (RTE). Ensures timely, high-quality resolution of application support requests and issues impacting Planned Parenthood affiliates. Partners with analysts to troubleshoot complex issues, identify appropriate solutions, and escalate to Epic (vendor) or other teams when necessary. Supports analyst skill development and promotes consistent, scalable, and supportable configuration practices. Identifies recurring issues and opportunities for application optimization and process improvement.   Project Management Leads and manages projects for assigned Epic applications within established time, scope, and resource parameters. Coordinates application responsibilities and deliverables for Epic upgrades, optimizations, and other organizational initiatives. Ensures project and upgrade work is appropriately balanced with ongoing support and service delivery responsibilities. Manages deliverables, dependencies, escalations, testing, timelines, and transition into ongoing support as applicable.   Application Management, Best Practices & Strategy Understands and manages the operational and application needs of Planned Parenthood affiliates. Promotes best practices in application design, build, testing, maintenance, and ongoing optimization. Advises on organizational needs, industry trends, and Epic development plans to inform application strategy. Advises the organization on when to adopt new functionality, wait for future development, or pursue alternative solutions based on business needs. Promotes scalable, sustainable solutions and evaluates requests for alignment with existing standards while minimizing unnecessary complexity and feature duplication.   Liaison, Thought Leader & Collaborator  Serves as a key liaison between Planned Parenthood affiliates, application teams, organizational leadership, Epic, and other vendor partners Builds trusted relationships with affiliate stakeholders and ensures clear communication regarding support needs, priorities, projects, and escalations. Serves as an escalation point for application and service-delivery issues within the team's scope. Partners across teams to identify solutions and drive successful delivery of support, upgrades, optimizations, and other application initiatives.   Supervisory Responsibility: Yes   Competencies To perform the job successfully, an individual should demonstrate the following competencies: Business acumen, strategic thinking and problem solving. Customer service, interpersonal skills, oral and written communications Ethics, diversity, initiative, teamwork, and leadership Computer and technical skills Quality, safety, and security   Education and/or Experience Education: Bachelor’s Degree or equivalent combination of experience/training Certified in Epic Resolute Professional Billing Administration or Resolute Professional Billing Claims Administration applications. Experience: Minimum of 3 to 5 years of prior Epic experience required Prior experience leading, managing, or providing significant oversight to application analysts and/or application support teams. Demonstrated experience managing application support, service delivery, issue resolution, and competing priorities in a complex healthcare environment.   Skills Required Possesses excellent verbal and written communication. Possesses critical thinking skills and attention to detail. Demonstrates established project management skills including leading meetings, developing agendas, and managing follow-ups. Demonstrates the ability to work with multiple organizations at once. Demonstrates ability to creatively solve problems and be adaptive to different learning styles. Possesses excellent time management and organizational skills. Demonstrate adaptability and flexibility with respect to changing business needs. Demonstrates a willingness and capability to learn new software and systems. Conveys information clearly and concisely with project leadership. Conveys the ability to gain trust and establish effective relationships with clients, peers, and project leadership. Seeks, logically examines, and interprets information from various sources to determine a problem’s cause and develops a course of action to resolve the problem and to prevent its recurrence. Has a demonstrated understanding of the role that racial inequity plays in our society and its impact on healthcare systems and institutions.   Preferred Prior people-management experience, including coaching, performance management, and professional development. Possesses prior Planned Parenthood experience. Experience supporting complex, multi-entity or ambulatory healthcare organizations. Experience supporting Epic in a multi-organization, hosted, or similarly distributed environment. Epic Real-Time Eligibility (RTE) experience or familiarity with related eligibility workflows. Prior Epic implementation or major application project experience. Experience working with geographically distributed customers or stakeholders.     Physical and Environmental Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, talk, and listen. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.   Sedentary Work Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) And/or a negligible amount of force frequently (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull, or otherwise move objects. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met. Must be able to travel throughout and between facilities when on site. Normal routine involves no exposure to blood, body fluid or tissue and as part of their employment, incumbents are not called upon to perform or assist in emergency care or first aid. There is no occupational risk for exposure to communicable diseases.   Duties and responsibilities may be added, deleted, or changed at any time at management's discretion, formally or informally, either verbally or in writing.   Qualifications