DIRECTOR, EPIC MAINTENANCE

Make a difference at OCHIN

OCHIN is a rapidly growing national nonprofit health IT organization with over two decades of experience transforming health care delivery to drive health equity. When you choose to join OCHIN, you have the opportunity to continuously grow your skills and do meaningful work to help fulfill our mission.

OCHIN provides leading-edge technology, data analytics, research, and support services to nearly 1,000 community health care sites, reaching nearly 6 million patients nationally. We believe that every individual, no matter their race, ethnicity, background, or zip code, should have fair opportunity to achieve their full health potential. Our work addresses differences in health that are systemic, avoidable, and unjust. We partner, learn, innovate, and advocate, in order to close the gap in health for individuals and communities negatively impacted by racism or other structural inequities. 

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

Founded in Oregon in 2000, OCHIN employs a growing virtual workforce of more than 1,000 diverse 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 equitable opportunity for professional advancement. We are curious, collaborative learners who strive to live our values everyday: Learning, Heart, Belonging, and Impact. 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 provides strategic and operational leadership for the team responsible for delivering exceptional member-specific support and ongoing maintenance for OCHIN's clinical Epic applications, including ambulatory, acute care, pharmacy, laboratory, and ancillary applications (such as dental). This role is focused on the support, optimization, and maintenance of these clinical application areas and does not encompass the full Epic application portfolio.

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.
• Srive standardization of workflows and best practices across supported clinical Epic applications, including ambulatory, acute care, pharmacy, laboratory, and ancillary 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) and/or leadership experience supporting clinical Epic applications is preferred. Relevant application experience includes Ambulatory Clinical, Inpatient Clinical (ClinDoc, Long-Term Care, Stork, Beacon, OpTime/Anesthesia, ASAP), Willow Ambulatory, Willow Inpatient, Laboratory/Beaker, Radiant Imaging, Cupid, and related clinical modules.
• 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.

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. 

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 

We offer a comprehensive range of benefits. See our website for details: https://ochin.org/employment-openings 

Work Authorization

Candidates must be legally authorized to work in the United States on a permanent basis at the time of application.

This position is not eligible for employment visa sponsorship now or in the future. OCHIN does not provide sponsorship for employment-based visas or transfers of existing employment-based visas.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Base Pay Overview

The typical offer range for this role is minimum to midpoint, with the midpoint representing the average pay in a national market scope for this position. Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will consider a wide range of factors directly relevant to this position, including, but not limited to, skills, knowledge, training, responsibility, and experience, as well as internal equity and alignment with market data. 

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