Manager, Patient Experience in Epic

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together. It’s an exciting time for the Optum Advisory – Provider Technology Consulting practice. The market is growing, and opportunity abounds. We bring deep healthcare technology expertise and a strong portfolio of services that drive meaningful value for the clients we serve. Optum’s Provider Technology Consulting practice is a clinically oriented health IT consulting group focused on the implementation and optimization of Electronic Health Record (EHR) and related clinical technologies. Our work enables value-based care delivery through improved access, digital engagement, and patient-centered experiences, supported by emerging analytics and AI-enabled capabilities. We are seeking a Manager of Patient Experience to support the delivery and optimization of patient access and digital engagement capabilities for provider clients. This role will focus on executing patient-centered technology initiatives, supporting MyChart and front-end revenue cycle workflows, and helping clients leverage data, analytics, and AI-enabled tools to improve access, engagement, satisfaction, and outcomes in value-based care models. The Manager will serve as a subject matter expert in patient access and MyChart, support client engagements, and contribute to business development activities alongside senior leaders. The ideal candidate has strong healthcare IT experience, a consulting mindset, and hands-on experience supporting VBC-aligned patient experience strategies and applied AI use cases. You’ll enjoy the flexibility to work remotelyfrom anywhere within the U.S. as you take on some tough challenges. For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week. Primary Responsibilities: Patient Experience & Digital Engagement Support the delivery of patient access and digital engagement initiatives aligned to client goals, including improved access, continuity, and patient satisfaction Lead or support MyChart adoption and optimization, including proxy access, digital scheduling, messaging, video visits, and digital triage Monitor and analyze patient access, engagement, and satisfaction metrics (e.g., portal adoption, digital scheduling utilization, no-show rates) Focus on implementation, adoption, and measurable impact Value-Based Care Enablement Support health systems in aligning patient experience strategies with VBC performance drivers, including access to care, care coordination, preventive engagement, and avoidable utilization reduction Leverage claims, quality, and operational data (as available) to help clients understand how patient access and digital engagement impact quality scores, utilization, and total cost of care Contribute to the design and execution of patient experience initiatives that support quality measure performance, patient retention, and longitudinal engagement AI & Advanced Technology Enablement Support the implementation and optimization of AI-enabled patient experience capabilities, such as: Digital self-service and automation (e.g., scheduling, intake, messaging) Intelligent routing and triage Predictive analytics for access demand, no-shows, or patient outreach Partner with technical and analytics teams to ensure AI-enabled tools are embedded into clinical and operational workflows in a safe, compliant, and user-centered manner Assist clients in evaluating readiness, adoption, and operational impact of AI-enabled patient experience solutions Delivery, Collaboration & Consulting Manage project workstreams and day-to-day delivery, ensuring execution against scope, timeline, and quality expectations Serve as a key client-facing consultant, partnering with client leaders to align objectives and manage expectations Collaborate on, develop, and present strategies and business plans to company leaders and stakeholders, effectively communicating the value and potential of proposed initiatives Collaborate with Epic, Optum product teams, and internal stakeholders to improve integration, workflow efficiency, and user experience Mentor and support analysts and senior analysts through coaching, feedback, and knowledge sharing Stay current on regulatory, compliance, and governance considerations related to patient access, digital engagement, data use, and AI in healthcare Business Development Support Identify opportunities to develop new business and expand role within current clients. Contribute to proposal development, client presentations, and solutioning related to patient experience, digital engagement, VBC enablement, and AI-supported capabilities Support sales pursuits by articulating patient experience value propositions and participating in client discussions alongside senior leaders You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in. Required Qualifications: Epic certification or demonstrated proficiency in MyChart Epic certification or proficiency in one or more of the following: Prelude, Cadence, Welcome 7+ years of experience in Healthcare IT, including 2+ years focused on patient engagement, access, digital experience, or related domains Demonstrated experience supporting value-based care initiatives, population health programs, or performance improvement efforts tied to access, quality, or utilization Experience leading or managing project teams, including setting expectations and supporting performance Exposure to or hands-on experience supporting AI-enabled or advanced analytics solutions related to patient experience, access, or operations (e.g., predictive scheduling, digital triage, automation, analytics-driven engagement) Solid understanding of front-end revenue cycle workflows and patient engagement strategies Ability to manage multiple workstreams concurrently in a fast-paced environment Solid communication and relationship management skills, with experience working across clinical, operational, technical, and analytics teams Proficiency with tools such as Smartsheet, Visio, Microsoft Project, Excel, and PowerPoint Ability to support business development efforts, including client discussions and proposal development Ability and willingness to travel up to 25% Preferred Qualifications: PMP or equivalent project management certification Consulting experience with demonstrated client impact Experience developing digital strategies/roadmaps for customers leveraging the capabilities of the EHR Experience working with claims, quality, or population health data to inform patient experience strategies Experience supporting digital front door, virtual care, or self-service patient engagement initiatives Familiarity with AI governance, responsible AI principles, or clinical decision support considerations Exposure to value-based contracting models (ACO, MA, bundled payments) Familiarity with ServiceNow, Smartsheet, or other enterprise workflow tools Key Competencies: Execution-focused leadership Patient-centered and outcomes-oriented mindset Understanding of value-based care drivers Applied use of data and AI to improve experience and access Change management and workflow optimization Collaborative consulting approach

Created: 2026-03-04