Ticket Backlog Resolution
Analyze, troubleshoot, and resolve outstanding support tickets related to Prelude (registration/ADT) and Cadence (scheduling) functionality.
Prioritize issues by impact on patient access, revenue cycle workflows, and compliance requirements.
Provide timely resolution updates and clear documentation for each ticket.
System Support & Optimization
Deliver hands-on support for Epic Prelude and Cadence workflows, including registration accuracy, insurance verification, scheduling rules, and appointment templates.
Identify root causes of recurring issues and recommend sustainable solutions.
Test, validate, and implement system fixes, patches, and configuration updates.
Collaboration & Stakeholder Engagement
Partner with front-end users, access services, and patient financial services to address workflow disruptions.
Act as a subject matter expert (SME) for Epic Prelude and Cadence workflows.
Escalate high-priority issues and collaborate with leadership, IT, and Epic representatives to drive resolution.
Required
Epic Prelude and/or Cadence certification (or ability to achieve certification within 6 months of hire).
2+ years of experience supporting Epic registration and/or scheduling workflows.
Demonstrated experience with post-live support, including backlog ticket resolution.
Strong problem-solving skills with the ability to analyze data and workflows for root cause identification.
Preferred
Experience reducing large backlogs of tickets in a post-live environment.
Knowledge of related Epic modules (e.g., Resolute PB/HB, Grand Central).
Understanding of patient access best practices, insurance verification, and compliance requirements.
Excellent communication and collaboration skills across technical and operational teams.
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