Remote Position
[Remote] Epic Cheers Call Management Consultant
🌍 Remote · United States
💼 Full-time
Note: The job is a remote job and is open to candidates in USA. Duly Health and Care is seeking an Epic Cheers Call Management Consultant to implement a new contact center hub within Epic. The consultant will configure call management functionality, develop specialty-specific workflows, and coordinate implementation activities through the targeted December 1 go-live.
Responsibilities
- Design, configure, and build Epic Cheers Call Management functionality to support contact center operations
- Develop specialty-specific workflows and displays to help call center agents efficiently manage patient interactions
- Support workflows related to patient scheduling, call handling, and other contact center activities
- Collaborate with call center stakeholders to gather requirements and translate operational needs into functional Epic solutions
- Work closely with the existing Level 3 Epic Cheers analyst responsible for current campaigns and related functionality
- Own hands-on configuration and build activities while supporting project management, coordination, and implementation timelines
- Participate in initial discovery and planning calls, quickly transition into build activities, and prepare the solution for a December 1 go-live
- Coordinate with relevant teams on integration considerations involving Five9
Skills
- Active Epic Cheers Call Management certification — mandatory
- Direct, hands-on experience building and configuring Epic Cheers Call Management functionality — mandatory
- Previous experience implementing Epic Cheers solutions within a healthcare call center or contact center environment
- Demonstrated experience building new Epic features, workflows, or capabilities rather than exclusively supporting existing functionality
- Ability to independently translate business requirements into technical configuration and working solutions
- Experience supporting Epic implementations through testing, deployment, and go-live
- Strong project coordination and stakeholder communication skills
- Experience with Five9 and Epic integration, particularly Five9 Fusion. (THIS IS A PLUS NOT A MUST)
- Experience developing specialty-specific contact center workflows
- Experience with Epic Cheers CRM and campaign functionality
- Previous experience delivering rapid Epic implementations or short-term consulting engagements
Benefits
- 100% remote
Company Overview