Note: The job is a remote job and is open to candidates in USA. Tegria is a company focused on improving healthcare through technology and operations. As a Manager, Epic Enterprise Operations, you will provide leadership and strategic direction for the Epic Technical Team, ensuring alignment with objectives and delivery of measurable outcomes.
Responsibilities
- Lead and manage a team of technical professionals supporting Epic environments across multiple customer engagements, ensuring system availability, security, and service quality
- Set priorities and make operational decisions aligned with departmental objectives, company policies, and regulatory requirements
- Manage team performance, including hiring, onboarding, coaching, development planning, performance evaluations, compensation reviews, and corrective actions in partnership with Human Resources
- Plan staffing based on forecasted workload and engagement demand; request and allocate resources within approved budgets and guidelines
- Monitor expenditures and manage resources to meet financial and operational targets
- Develop and implement operational plans, tools, and processes to support service delivery and customer service objectives
- Contribute to the development and maintenance of standards, guidelines, and procedures to ensure compliance and operational consistency
- Prepare and present operational reports, metrics, and updates for leadership
- Lead and participate effectively in meetings and ensure timely communication of departmental status to the Director
- Own and manage client relationships, partnering with customer leaders to ensure services are delivered in accordance with statements of work and agreed outcomes
- Coordinate and execute work across single or multiple customer engagements, independently or in collaboration with project teams
- Serve as a liaison between technical, operational, and business stakeholders
- Support project delivery activities, including planning, coordination, facilitation, documentation, milestone reviews, and decision support
- Analyze current-state processes, develop future-state recommendations, and present improvement opportunities grounded in industry best practices
- Track and document outcomes using KPIs, impact analysis, and formal project closeout materials
- Mentor team members and customer counterparts to support successful delivery and long-term operational sustainability
- Develop and maintain team documentation, including operating procedures, training materials, and knowledge resources
- Contribute to team capability growth through training, coaching, and participation in internal initiatives
- Model company values and hold team members accountable to expected behaviors and performance standards
- Lead or participate in internal projects supporting organizational strategy and service maturity
- Promote diversity, inclusion, and healthcare equity in internal practices and client delivery
- Support talent growth through referrals and participation in recruiting and team development activities
- Represent the organization in sales and business development efforts, including client discussions, sales calls, and solution presentations
- Contribute to marketing and thought leadership content that promotes service offerings and client outcomes
- Collaborate with sales teams to position Epic Enterprise Operations, Hosting & Infrastructure services, and strategic vendor partnerships
- Identify and communicate potential growth opportunities based on industry knowledge and client insight
- Performs other generally related duties as assigned
Skills
- Bachelor's degree in Computer Science, Information Systems, related field or equivalent combination of education and experience
- At least one Epic technical certification – ODBA, ECSA, or Cogito admin
- Has substantial related experience, including progressively advanced experience supporting enterprise healthcare IT systems, including Epic or comparable EHR platforms, within a consulting, managed services, or healthcare delivery environment
- People management experience, including direct supervision of technical staff, performance management, and team development
- Experience leading or coordinating multi-customer or multi-engagement service delivery with accountability for operational outcomes
- Demonstrated experience managing work in accordance with statements of work, service-level commitments, or operational agreements
- Experience collaborating with cross-functional teams (infrastructure, applications, security, project management, and operations)
- Exposure to budget management, resource planning, or staffing forecasts within defined financial guidelines
- Experience participating in or supporting client-facing discussions, operational reviews, or service delivery meetings
- Four or more Epic implementations or upgrades
- Broad knowledge of the healthcare IT and Epic enterprise operations field
- Operating knowledge in Cloud technologies (Azure, AWS, PowerBI etc.)
- Epic EHR operational environments, including enterprise operations, hosting, or infrastructure dependencies
- Healthcare IT operations and managed services delivery models
- Core principles of IT service management, including incident, change, problem, and capacity management
- Operational governance and compliance, including healthcare regulatory and security considerations (e.g., HIPAA awareness)
- Technical team leadership fundamentals, including performance management, coaching, and workforce planning
- Project and delivery management concepts, including milestones, decision gates, and outcome tracking
- Financial and resource management basics, including budgeting, forecasting, and utilization management
- Client relationship management and professional services delivery expectations
- W2 project-based consultants will be expected to provide a computing device that adheres to industry standards and security best practices to use in satisfying the Project Services on behalf of Tegria
- One or more relevant third-party certifications from companies such as Microsoft, Citrix, RedHat, VMWare
- Multiple Epic technical certifications
Benefits
- We offer a choice of multiple health and dental plans with nationally recognized networks, as well as vision benefits, a total wellness program, and an employee assistance program for you and your family.
- We offer competitive wages, retirement savings plans, company-paid disability and life insurance, pre-tax savings opportunities (HSA and/or FSA), and more.
- Our lifestyle benefits are unrivaled, including professional development offerings, opportunities for remote work, and our favorite: a generous paid-time-off program, giving you the flexibility to plan a vacation, take time away for illness (or life’s important events), and shift your schedule to accommodate those unexpected curve balls thrown your way.
Company Overview