Head of Platform Services – UX, Epic/MyChart Integrations

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the digital experience across MyChart, Digital Health Home™ / MyCare Anywhere™, and deployments with employer partners.

• Manage patient-facing experiences and internal operational tools that support clinical and care delivery teams.

• Oversee onboarding processes, identity and authentication, scheduling, virtual visits, messaging, notifications, education delivery, accessibility, conversion optimization, and experience KPIs.

• Ensure platform performance and service discipline, including uptime, vendor escalations, incident command, postmortems, root-cause analysis, change and release governance, release readiness, Go-Live, and Hypercare support.

• Design and implement the integration architecture and interoperability strategy for Epic/MyChart.

• Define the interface strategy using FHIR, HL7, SMART, and OAuth.

• Lead identity and authorization, data exchange design, environment strategy, and scalable partner integration guidelines.

• Manage customer onboarding and implementation from initial discovery to stabilization.

• Guide requirements gathering, configuration coordination, testing and UAT, go-live planning, non-clinical training logistics, and transition to steady-state operations.

• Directly oversee key implementations and critical requirements sessions, UAT coordination, and go-live command when necessary.

• Define and govern the unified platform roadmap, backlog, and prioritization framework.

• Influence feature decisions of platform partners and convert friction into product enhancements.

• Establish a KPI-driven prioritization discipline.

• Manage vendor performance, SLAs, delivery commitments, escalations, roadmap alignment, and options for replacement.

• Collaborate closely with the CMIO, who is responsible for clinical governance and safety, while overseeing platform design, technical execution, and operational reliability.

⛳️ Requirements

• Minimum of 8 years of experience in digital health, healthcare IT, or Epic-integrated environments.

• Proven experience with Epic / MyChart integrations.

• Proficient in interoperability standards (FHIR, HL7, SMART, OAuth).

• Experience in leading platform reliability and release governance.

• Background in onboarding enterprise healthcare customers.

• Strong skills in documentation and process discipline.

• Ability to translate technical architecture into clarity suitable for executive audiences.

• Experience in influencing vendors and stakeholders across systems.

• Comfortable operating with minimal layers and transitioning between executive strategy and tactical execution.

• Possess systems thinking skills and the ability to identify patterns beyond ticket-based issues.

• Capable of stabilizing current operations while designing future systems.

• Skilled in communicating complex infrastructure concepts to both technical and non-technical stakeholders.

• Ability to navigate healthcare legacy systems and promote process improvements.

🏝️ Benefits

• Competitive salary and benefits package.

• 401(k) plan with company match starting from Day 1.

• Flexible, remote-first work culture supported by modern collaboration tools.

• Opportunities for professional development and leadership growth.

• Chance to have a direct impact on the operational success of a pioneering, virtual-first care model.

• Work within a collaborative, mission-driven team that values mutual respect, empowered accountability, persistence, boldness, and a sense of belonging.