Program Manager – Rev-Access

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

📋 Description

• Oversee customer relationships and perform regular check-ins with application managers

• Take charge of escalation management, follow-up coordination, and effective communication until resolution

• Manage customer communication during critical issues or events

• Compile and organize monthly managed services reports for customer and internal leadership review

• Gather and oversee reporting inputs and updates from Application Leads

• Ensure that Power BI operational reports are updated and accessible to stakeholders

• Monitor operational metrics, backlog trends, and SLAs, identifying any issues that need attention or corrective action

• Administer tracking of SLAs and breaches, including follow-up, documentation, and coordination of root-cause reviews

• Supervise on-demand projects that fall outside the standard managed services scope

• Coordinate project-level tasks within the managed services scope and ensure visibility of delivery

• Assist with intake reviews and prioritization discussions

• Ensure that Application Lead responsibilities are clearly understood and adhered to

• Coordinate regular check-ins and operational touchpoints with Application Leads

• Aid in backlog reviews and prioritization with Application Leads, application managers, and delivery leadership

• Facilitate communication and coordination across application teams for issues, projects, and dependencies that span multiple applications

• Develop and maintain a service catalog along with reusable templates

• Standardize and document the service request intake procedure

• Create documentation, playbooks, and reference materials for the team

• Identify, assess, and implement opportunities for automation

• Drive automation projects from initial assessment through to implementation and adoption

• Lead the coordination of onboarding and offboarding for managed services team members

• Support various managed services customers and initiatives aimed at standardizing processes across customers

• Travel quarterly to meet with customers

⛳️ Requirements

• A minimum of 5 years of experience in healthcare IT or related to Epic, including leadership in complex program or project delivery

• Epic certification or accreditation in one or more applications (specifically in the Revenue Cycle or Patient Access domains)

• Experience in supporting Epic application managed services, advisory, production support, implementation, optimization, or enterprise transformation programs

• Proven success in managing customer relationships, escalations, executive communications, and alignment among cross-functional stakeholders

• Familiarity with IT service management practices, including intake, prioritization, backlog management, incident escalation, SLAs, and service reporting

• Experience in coordinating multiple application teams, workstreams, or projects with conflicting priorities and interdependencies

• Strong analytical abilities and comfort in using operational metrics and reports to spot risks, trends, and opportunities for improvement

• Exceptional written and verbal communication skills, along with strong facilitation, organization, and follow-through capabilities

• Ability to create structure in dynamic environments and translate broad needs into specific actions, assignments, and timelines

• Bonus: PMP, PgMP, Agile, ITIL, or similar program and service management certifications

• Bonus: Proficiency in Power BI, Jira, ServiceNow, Microsoft Planner, or similar reporting and work management tools

• Bonus: Experience in leading automation, workflow enhancements, or process standardization initiatives

• Bachelor’s degree in healthcare administration, Information Technology, Business, Project Management, or a related field (considered a bonus)

🏝️ Benefits

• Information regarding benefits and overall work experience can be found on Cardamom’s Careers page

• Quarterly travel to customers