DIRECTOR, EPIC APPLICATIONS MAINTENANCE TEAM

MAKE A DIFFERENCE AT OCHIN

OCHIN is a nonprofit leader in health care innovation and a trusted partner to a growing national provider network, providing the clinical insights and tailored technologies needed to expand patient access, grow and connect care teams, and improve the health of rural and underserved communities.

We are hiring a number of new positions to meet increasing demand. When you choose to join OCHIN, you have the opportunity to continuously grow your skills and do meaningful work to help fulfill our vision of good health and well-being for everyone.

At OCHIN, we value the unique perspectives and experiences of every individual and work hard to maintain a culture rooted in our values.

Founded in Oregon in 2000, OCHIN employs a growing virtual workforce of more than 1,200 skilled professionals, working remotely across 49 states. We offer a generous compensation package and are committed to supporting our employees' entire well-being by fostering a healthy work-life balance and opportunity for professional advancement. We are curious, collaborative learners who strive to live our values every day. OCHIN is excited to support our continued national expansion and the increasing demand for our innovative tools and services by welcoming new talent to our growing team.

Position Overview

The Director, Epic Maintenance Team provides strategic and operational leadership for the team responsible for delivering exceptional member-specific support and ongoing maintenance across the entire Epic application suite within

the OCHIN collaborative. This role ensures:

• Service Quality & Member Experience - Maintain standards of excellence in service delivery and member partnerships.
• Positive Member Outcomes - Ensure solutions drive measurable improvements in member success and care delivery.
• Optimized Team Structure - Align resources and processes for efficiency and impact, while prioritizing both member and team member experience.
• Continuous Improvement - Drive enhancements in processes, workflows, and service models to meet evolving needs.

The Director sets the vision, establishes accountability frameworks, and partners with managers to ensure resources,

processes, and outcomes align with organizational goals.

Essential Duties

Strategic Leadership

• Communicate and execute organizational strategy within the Epic Maintenance Team.
• Align team objectives with organizational priorities, member needs, and regulatory requirements.
• Lead initiatives that enhance service delivery and operational efficiency.

Team Leadership & Development

• Build and maintain a high-performing team through coaching and mentoring.
• Establish clear accountability and performance expectations.
• Foster a culture of excellence, accountability, collaboration, innovation, and continuous learning.

Operational Oversight

• Manage day-to-day operations of the Epic Maintenance Team, connecting work to outcomes.
• Ensure timely resolution of member-specific support requests.
• Monitor performance metrics and implement improvements.

Resource & Process Optimization

• Evaluate and optimize team structure and workflows.
• Implement best practices for Epic maintenance and support.
• Partner with IT on system upgrades, enhancements, and strategic initiatives.

Process & Quality Improvement

• Identify and implement process improvements to enhance the quality and efficiency of support.
• Drive standardization of workflows and best practices across all Epic applications.
• Collaborate with internal teams to improve continuity between install and post-live processes.

Member Engagement

• Serve as a point of escalation for member concerns related to Epic maintenance.
• Ensure service quality meets or exceeds member expectations.
• Collaborate with Account Management and IT teams to support member success.

Governance & Collaboration

• Participate in various committees and cross-functional workgroups.
• Maintain strong linkages between the Epic Maintenance Team and other OCHIN departments.

Technical & Functional Expertise

• Provide guidance on Epic functionality, integration, and optimization strategies.
• Stay current on Epic updates, regulatory changes, and industry best practices.
• Budget & Risk Management
• Identify and mitigate risks related to system stability, compliance, and resource constraints.

Other Duties

• Assumes additional responsibilities as required to meet evolving business needs.

• Bachelor's or equivalent relevant combination of education and experience.
• Bachelor's degree in public health, Healthcare Administration, Business, or related field is required; Master's Degree in a healthcare field is preferred.
• Epic Certification(s) in Resolute, EpicCare, MyChart, Welcome, Prelude, Cadence, Willow, or similar are preferred.
• Minimum seven (7) years of progressive growth in field.
• Minimum of five (5) years of Management experience or Leadership roles within technical teams highly preferred.
• Proficiency in Microsoft Excel, Word, PowerPoint, and SharePoint; Smartsheet; Tableau; Salesforce are preferred.

Base Pay Overview
OCHIN uses broadened pay ranges to support equitable and market-aligned compensation practices. The final offer will be based on a variety of factors, including relevant skills, certifications, education, experience, training, responsibilities, internal equity, and market data.

COVID-19 Vaccination Requirement

To keep our colleagues, members, and communities safe, OCHIN requires all employees-including remote employees, contractors, interns, and new hires-to be vaccinated with a COVID-19 vaccine, as supported by state and federal public health officials, as a condition of employment. All new hires are required to provide proof of full vaccination or receive approval for a medical or religious exemption before their hire date.

Work Location and Travel Requirements

OCHIN is a 100% remote organization with no physical corporate office location. Employees work remotely from home and many of our positions also support our member organizations on-site for new software installations. Nationwide travel is determined based on OCHIN business needs. Please inquire during the interview process about travel requirements for this position. OCHIN is 100% remote organization. Work from home requirements are:

• Ability to work independently and efficiently from a home office environment
• High Speed Internet Service
• It is a requirement that employees work in a distraction free workplace
• Travel required up to 10% to support our member organizations on-site based on business requirements for OCHIN

We offer a comprehensive range of benefits. See our website for details: Careers | OCHIN.org

Equal Opportunity Statement

OCHIN is proud to be an equal opportunity employer. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills for the benefit of our staff, our mission, and the communities we serve.

As an Equal Opportunity and Affirmative Action employer, OCHIN, Inc. does not discriminate on the basis of race, ethnicity, sex, gender identity, sexual orientation, religion, marital or civil union status, age, disability status, veteran status, or any other protected characteristics. All aspects of employment are based on merit, performance, and business needs.

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