JOB DESCRIPTION

The Epic Patient Access & Experience Applications Lead is responsible for the technical design, implementation, optimization, and ongoing support of Epic patient access applications, with primary ownership of registration, scheduling, pre-visit workflows, and patient engagement through MyChart. This role balances approximately 50% hands-on Epic analyst work and 50% people leadership, providing deep patient access application expertise while leading and developing a high-performing analyst team. The Applications Lead manages and supports Epic analysts working across patient access workflows, including registration, scheduling, pre-visit intake, and patient engagement processes, while also serving as a hands-on subject matter expert for configuration, workflow optimization, and system upgrades. This role partners closely with Patient Access, Call Center, Operations, Patient Experience, and IT stakeholders to translate operational and patient experience requirements into scalable, compliant Epic solutions that enhance patient satisfaction, streamline front-end operations, and support organizational growth.

RESPONSIBILITIES

• Lead advanced Epic Patient Access and Patient Experience application design, build, and optimization, serving as the primary owner for registration, scheduling, pre-visit workflows, MyChart, and patient engagement initiatives, including Hello World for appointment reminders and billing/ERC communications and Cheers campaigns, ensuring solutions are scalable, supportable, and aligned with operational, regulatory, and enterprise standards.
• Act as the senior technical authority and escalation point for Epic patient access and engagement applications, owning system stability, performance, and long-term sustainability while translating complex operational requirements, patient experience needs, and compliance regulations into effective Epic configuration.
• Balance hands-on Epic analyst responsibilities with people leadership, providing direct configuration, troubleshooting, and workflow support while managing and developing analysts supporting registration, scheduling, pre-visit intake, MyChart, Hello World, Cheers campaigns, Welcome, and CRM workflows.
• Drive Epic governance, prioritization, and roadmap planning for patient access and engagement applications by contributing expert input to enterprise governance bodies and collaborating with Infrastructure, Security, Integration, and Data teams to ensure secure, compliant patient data handling and interoperability.
• Lead change and release governance for Epic patient access and engagement applications, including system upgrades, workflow enhancements, and production deployments, ensuring disciplined testing, validation, and release readiness to minimize disruption to front-end operations and patient experience.
• Provide day-to-day leadership, performance management, and mentorship to Epic patient access analysts, setting clear expectations for build quality, documentation, certification maintenance, and adherence to Epic, operational, and organizational standards.
• Lead enterprise-wide patient access and engagement optimization initiatives using key operational metrics (scheduling efficiency, registration accuracy, pre-visit completion rates, portal adoption, campaign engagement), stakeholder feedback, and system data to identify root causes and implement workflow and configuration improvements.
• Design and implement automation and efficiency improvements across patient access workflows and engagement tools, including scheduling rules, pre-visit task routing, MyChart messaging workflows, Hello World reminders, and Cheers campaign logic, to reduce manual effort and improve patient experience and throughput.
• Oversee multi-site Epic patient access and engagement deployments, including standardized build execution, onboarding, training coordination, go-live support, and post-go-live stabilization and optimization.
• Serve as a trusted partner to Patient Access, Call Center, Patient Experience, Operations, Compliance, and IT leaders, acting as a primary point of accountability for application outcomes, workflow effectiveness, and patient engagement success.
• Ensure rigorous change control, testing, and documentation practices in partnership with QA and validation teams, supporting regression testing, integration validation, and maintenance of high-quality system documentation.
• Perform other duties as assigned, recognizing that responsibilities may evolve with organizational and operational priorities.

QUALIFICATIONS

• Minimum of 8 years of experience supporting enterprise healthcare applications, including at least 1 year in a people leadership or lead analyst role, with demonstrated accountability for technical outcomes, operational performance, and team development.
• Extensive hands-on Epic Patient Access and Patient Engagement experience in application build, configuration, testing, troubleshooting, and optimization within large-scale healthcare environments, including participation in Epic implementations, major upgrades, or enterprise-wide patient access enhancements.
• Primary experience supporting Epic Patient Access workflows, with deep expertise in Cadence (scheduling), Prelude (registration/pre-visit intake), MyChart, Hello World (appointment reminders, billing/ERC communications), Cheers campaigns, Welcome workflows, and CRM initiatives.
• Proven ability to translate complex operational, patient experience, and compliance requirements into effective Epic configuration through close partnership with Patient Access, Call Center, Patient Experience, Operations, Compliance, and IT stakeholders.
• Demonstrated experience leading and mentoring Epic patient access analysts, including setting priorities, balancing production support and project work, conducting peer reviews, and supporting professional development and Epic certification maintenance.
• Experience leading or significantly contributing to Epic Patient Access or engagement implementations, major upgrades, platform enhancements, or multi-site rollouts, including planning, execution, go-live support, and post-go-live stabilization.
• Strong hands-on experience with Epic change management, including managing support tickets, coordinating enhancement requests, participating in governance or advisory forums, and adhering to change control, testing, and release management processes.
• Experience collaborating with vendors, payers, third-party partners, and internal IT teams (Infrastructure, Security, Integration, Data) to support secure patient data, scheduling, registration, and engagement processes.
• Active Epic certification in Cadence, Prelude, or relevant Patient Access/Engagement modules is required, with the ability and willingness to maintain required certifications. Certification in MyChart, Hello World, or Cheers is strongly preferred.
• Strong communication, analytical, and problem-solving skills, with the ability to lead complex technical discussions, influence decision-making, and communicate effectively with patient access, operational, clinical, and technical audiences.

Base Pay Information

The national base pay range at the end is a good-faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental's assessment of the candidate's knowledge, skills, abilities (KSAs), related experience, education, certifications and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity.
Pay Grade 23 . $107,444 - $232,795

ADDITIONAL INFORMATION

Behind the smile! We are dedicated to safeguarding the health and financial stability of our employees and their loved ones. This commitment extends beyond the workplace to foster personal growth and holistic wellbeing. Our life-changing rewards package includes:

• Competitive base and incentive pay
• 401(k) with robust matching and non-matching contributions
• Rich medical & pharmacy benefits
• 100% employer-paid dental and vision benefits
• Holistic wellbeing program with deep financial incentives
• Generous paid time off plus 12 paid holidays and your birthday off
• Culture of growth and learning: career development; tuition reimbursement; recognition program
• Family support: adoption assistance, fertility treatment, child, elder & pet care assistance
• Social responsibility and volunteer opportunities
• Employee discount program

Fair Chance Ordinances and Criminal Background Considerations

This position requires that the applicant undergo a background check. Qualified applicants with arrest or conviction records will be considered for employment in accordance with any applicable federal, state or local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and/or New York Corrections Law Article 23-A.

Important Work Authorization Information

Please note, Delta Dental will not sponsor applicants for work visas for this position.

#LI-Hybrid

ABOUT THE TEAM

At Delta Dental, we're behind millions of smiles and counting. For over 68 years, we've served our communities by increasing access to affordable, quality care - but that commitment to care extends beyond the people we serve, to the dedicated employees who make those smiles genuine. We've come this far by building fair programs that offer opportunities for advancement, create meaningful connections and improve the lives of our employees and their families. Because we know that when we take exceptional care of each other, we can make a positive impact for all.

We champion an inspirational workplace through our commitment to trust, service, excellence and innovation. Joining us means working for a company that offers stability and balance, opportunities for leadership at all levels, and a work environment focused on teamwork and camaraderie.

Discover the smiling faces behind Delta Dental and experience our values and culture in action by connecting with us on social media. Follow Delta Dental Ins. on Facebook and Instagram, #LifeatDDins on Facebook and Instagram, Delta Dental Ins. on Twitter and Delta Dental Ins. on LinkedIn. If you've got an appetite for innovation and want to be a part of a team that's transforming the future of health care, join us!

Since 1955, we have offered comprehensive, high-quality oral health care benefits to millions of enrollees and built the strongest network of dental providers in the country. The Delta Dental of California network includes affiliates Delta Dental Insurance Company; Delta Dental of Pennsylvania; Delta Dental of New York, Inc.; Delta Dental of the District of Columbia; Delta Dental of Delaware, Inc.; and Delta Dental of West Virginia, providing dental benefits to more than 31 million people across 15 states, the District of Columbia, Puerto Rico and the Virgin Islands.

The company and its affiliates are part of Delta Dental Plans Association (DDPA), a not-for-profit national association based in Oak Brook, Illinois. Through our national network of Delta Dental companies, we offer dental coverage in all 50 states, Puerto Rico and other U.S. territories. We offer vision coverage through DeltaVision in 15 states and the District of Columbia. Collectively, we deliver benefits to more Americans than any other dental insurance company.

Delta Dental Ins. is an equal opportunity employer and is committed to providing a professional work environment free from discrimination and harassment. Individuals seeking employment at Delta Dental are considered without regard to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, actual or perceived physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category. Delta Dental is committed to providing equal employment opportunities to all employees and applicants for employment. Accordingly, we have adopted and maintain an Equal Employment Opportunity Policy, Harassment-Free Work Environment Policy, and Respectful Workplace policies and will not tolerate violations of these policies.

Unfortunately, our Delta Dental Enterprise is unable to hire individuals residing in Alaska, North Dakota, Nebraska, Hawaii, Oklahoma, Vermont, Maine, West Virginia, New Hampshire, Wyoming, Puerto Rico, District of Columbia (Washington D.C.) or other US Territories at this time.

Proof of eligibility to work in the United States must be provided if selected for hire.

• Delta Dental includes: Delta Dental of California, Delta Dental Insurance Company, Delta Dental of Pennsylvania, and Delta Dental of New York