Analyst, Epic Optimization - Oversight Coordinator

Thank you for considering a career at Ensemble!

Ensemble is a leading provider of technology-enabled revenue cycle management solutions for health systems, including hospitals and affiliated physician groups. They offer end-to-end revenue cycle solutions as well as a comprehensive suite of point solutions to clients across the country.

Ensemble keeps communities healthy by keeping hospitals healthy. We recognize that healthcare requires a human touch, and we believe that every touch should be meaningful. This is why our people are the most important part of who we are. By empowering them to challenge the status quo, we know they will be the difference!

O.N.E Purpose:

• Customer Obsession: Consistently provide exceptional experiences for our clients, patients, and colleagues by understanding their needs and exceeding their expectations.

• Embracing New Ideas: Continuously innovate by embracing emerging technology and fostering a culture of creativity and experimentation.

• Striving for Excellence: Execute at a high level by demonstrating our “Best in KLAS” Ensemble Difference Principles and consistently delivering outstanding results.

The Opportunity:

The Epic Optimization Analyst – Oversight Coordinator serves as a highly organized, detail-oriented liaison between operational leaders, client IT teams, and Epic Services. This role owns the coordination and oversight of Epic optimization initiatives from request through resolution, managing project plans, timelines, priorities, and follow-up. The ideal candidate is naturally curious and persistent, comfortable digging into complex issues, tracking down answers, asking the right questions, and driving teams toward clear decisions and next steps. Success in this role requires a strong understanding of client needs and operational demands, along with the confidence to lead cross-functional discussions and ensure projects and requests continue moving forward.

In general, this position will be responsible for the following:

• Request intake and oversight: Manage the intake process for enhancement and maintenance requests entered by operational leaders, ensuring every request is complete, routed appropriately, and tracked from submission through resolution.
• Facilitate collaboration: Lead calls with client IT, Epic Services technical specialists, and Ensemble Partnership Success teams, including additional calls as needed for more complex discussions.
• Review and governance: Review requests during Epic Services (ES) review calls and as needed, and gain approval through cross-functional governance.
• Submit and follow up on tickets: Submit approved requests to the client’s ticketing system and follow up at the client level until resolution.
• Documentation and reporting: Maintain detailed records of requests, decisions, and activities. Ensure status updates in the client’s ticketing system are reflected in Ensemble’s central ticketing system. Generate regular reports on request and ticket status, project milestones, and overall performance.
• Team collaboration: Work closely with other departments to ensure seamless operations and client satisfaction. Share ideas with leadership on continuous improvement and opportunities both internally to Ensemble and with clients.

Essential Job Functions

Request Intake and Oversight:

• Manages the intake process for enhancement and maintenance requests entered by operational leaders, ensuring requests are complete and accurate before they move forward.
• Maintains oversight of all requests from submission through resolution, tracking status and priority.
• Partners with operational leaders to clarify the business need, scope, and expected outcome of each request.

Review and Governance:

• Reviews requests during Epic Services (ES) review calls and reviews requests as needed between scheduled calls.
• Gains approval of requests through cross-functional governance and communicates decisions to requestors.
• Works collaboratively with revenue cycle leadership and Epic Services to establish priorities.

Meeting Facilitation and Collaboration:

• Facilitates calls with client IT, Epic Services technical specialists, and Ensemble Partnership Success teams.
• Schedules and facilitates additional calls as needed for more complex discussions, driving toward clear decisions and next steps.
• Documents meeting outcomes, action items, and owners, and distributes them to participants.

Ticket Submission and Client Follow-Up:

• Submits approved requests to the client’s ticketing system with complete and accurate information.
• Follows up at the client level to track requests to resolution, and escalates delays or concerns to leadership.
• Ensures status updates in the client’s ticketing system are reflected in Ensemble’s central ticketing system.

Project Management/Follow Up/Task Organization:

• Develops, with participation of revenue cycle leadership and IT, project plans and timelines for maintenance and project initiatives.
• Tracks status of projects/tickets and follows up when tasks are not completed.
• Escalates concerns to leadership.

Communication and Documentation:

• Produces high-quality materials for internal and external use.
• Uses Microsoft tools to develop and update weekly/monthly status reports on requests, tickets, and projects, and ensures agreed upon timelines are met.
• Maintains detailed records of requests, decisions, and activities.

Education and Process Support:

• Educates revenue cycle leaders and clients, including new leaders, on the Ensemble Epic enhancement and intake process.
• Maintains up-to-date knowledge of Epic revenue cycle functionality, certifications, and release updates.
• Shares ideas with leadership on continuous improvement, both internally to Ensemble and with clients.

Education Qualifications

Preferred Education: 4 year/ Bachelors Degree

Licensure/Certification Preferred:

Must pass the Certified Revenue Cycle Representative Examination offered through Healthcare Financial Management Association within 6 months of hire, unless already certified.

Minimum Years and Type of Experience:

1-2 years of job experience in Epic revenue cycle functions, in either PB, HB, HIM or Patient Access

Other Knowledge, Skills and Abilities

Required: While we do not expect this position to require 100% travel, we do expect that the coordinator will need to travel periodically.  For this reason, the coordinator should be available to travel up to 10%.  Excellent communication, facilitation, organization, and problem-solving skills; detail-oriented and adaptable to change.

Preferred: Extensive experience with Microsoft products, including Excel, PowerPoint, Word, and Outlook.  Working knowledge of the hospital revenue cycle operations

Additional Information

• This position pays between $68,500 - $103,000 based on experience and geographical location.
• Must be inquisitive and demonstrate openness to innovation including AI to explore better processes and ways to alleviate friction and improve patient and client experiences.
• This is a remote position; however, candidates must be willing and able to travel to and work onsite at client, temporary, or corporate office locations as business needs require.

#LI-RL1

#LI-REMOTE

Join an award-winning company

Five-time winner of “Best in KLAS” 2020-2022, 2024-2025

Black Book Research's Top Revenue Cycle Management Outsourcing Solution 2021-2024

22 Healthcare Financial Management Association (HFMA) MAP Awards for High Performance in Revenue Cycle 2019-2024

Leader in Everest Group's RCM Operations PEAK Matrix Assessment 2024

Clarivate Healthcare Business Insights (HBI) Revenue Cycle Awards for strong performance 2020, 2022-2023

Energage Top Workplaces USA 2022-2024

Fortune Media Best Workplaces in Healthcare 2024

Monster Top Workplace for Remote Work 2024

Great Place to Work certified 2023-2024

• Innovation
• Work-Life Flexibility
• Leadership
• Purpose + Values

Bottom line, we believe in empowering people and giving them the tools and resources needed to thrive. A few of those include:

• Associate Benefits –  We offer a comprehensive benefits package designed to support the physical, emotional, and financial health of you and your family, including healthcare, time off, retirement, and well-being programs. 
• Our Culture – Ensemble is a place where associates can do their best work and be their best selves. We put people first, last and always. Our culture is rooted in collaboration, growth, and innovation.  
• Growth – We invest in your professional development. Each associate will earn a professional certification relevant to their field and can obtain tuition reimbursement. 
• Recognition – We offer quarterly and annual incentive programs for all employees who go beyond and keep raising the bar for themselves and the company. 

Ensemble is an equal employment opportunity employer. It is our policy not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender, gender identity, religion, national origin, age, disability, military or veteran status, genetic information or any other basis protected by applicable federal, state, or local laws.  Ensemble also prohibits harassment of applicants or employees based on any of these protected categories.

Due to business, operational, payroll, and regulatory requirements, this position is limited to individuals who reside and are authorized to work within the United States. Applications generated from outside the United States will not be considered.  Individuals may reapply when located within the United States.

Ensemble provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law. If you require accommodation in the application process, please contact [email protected].

This posting addresses state specific requirements to provide pay transparency.  Compensation decisions consider many job-related factors, including but not limited to geographic location; knowledge; skills; relevant experience; education; licensure; internal equity; time in position.  A candidate entry rate of pay does not typically fall at the minimum or maximum of the role’s range.

Employment Disclaimers – Ensemble