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Job TitleProgram Manager IV- Epic
LocationCleveland
FacilityCleveland Clinic Main Campus
DepartmentITD Digital Business Admin-Information Tech Div
Job CodeT33035
ShiftDays + Call
Schedule8:00am-5:00pm
Job Summary
Job Details
Join the Cleveland Clinic team, where you will work alongside passionate caregivers and provide patient-first healthcare. Here, you will receive endless support and appreciation while building a rewarding career with one of the most respected healthcare organizations in the world.
This role is integral to supporting the Epic electronic health record (EHR) and peripheral viability through ongoing support and implementations, focusing on technical planning, deployment, troubleshooting, and assurance of operational readiness and sustainability. This position involves extensive collaboration across technical and clinical teams to ensure continuous system performance in support of clinical operations and facilitation of smooth Epic upgrades and deployments, emphasizing end-user support and system functionality.
The incumbent will provide both on-site and remote technical assistance, managing hardware, software, and networking equipment deployment and maintenance. Key responsibilities include supporting Epic implementation, coordinating with site leadership and application teams, and troubleshooting to ensure a seamless end-user experience during Epic activations and upgrades.
A caregiver in this position works on a hybrid schedule, Monday - Friday from 8:00AM – 5:00PM, with 4 days onsite per week.
A caregiver who excels in this role will:
Develop, maintain, manage and implement operational systems and activities.
Serve as a liaison with all levels of Cleveland Clinic and the outside community.
Manage multiple projects and priorities.
Serve as a coach and mentor for other caregivers.
Review and monitor adherence to Human Resources policies and corporate compliance procedures.
Expanded Description of Responsibilities
Deployment and Installation
Facilitate deployment of network components, desktops, and printers to support Epic upgrades / go-lives
Execute Technical Dress Rehearsal (TDR) testing aligned with Epic deployment scripts
Perform plug-and-play setups for desktops, monitors, and printers
Ensure printer configurations are completed across all systems
Inventory and Documentation
Maintain comprehensive inventory of workstations and printers to ensure continuous performance and readiness for Epic upgrades / cutovers
Document workstation-to-printer mappings and update status logs according to Epic go-live standards
Support and Issue Resolution
Triage inbound Epic related requests and incidents and as necessary coordinate response and resolution of end user requests and/or production performance issues with IT Department Core teams
Act as the primary contact for go-live issues, escalating technical problems to Epic teams as necessary
Provide on-site troubleshooting for hardware, connectivity, and peripheral integration related to Epic workflows
Manage end-user feedback and escalate issues to the Site Coordinator or relevant teams
Collaboration and Knowledge Sharing
Partner with Epic application, interface, testing, printing, and training teams to ensure cross-functional readiness
Mentor junior technical staff to promote consistency and knowledge transfer
Work closely with site leadership and Epic technical teams to support operational readiness
Communicate project status, risks, and readiness updates to leadership and governance sponsors
Provide clear, timely reporting to stakeholders to align on deployment / operational progress and issue resolution
Flexibility and Coverage
Support extended go-live hours including evenings, nights, and weekends as assigned
Travel to multiple facilities during Epic activations
Be available for day, evening, or night shifts as required
Minimum qualifications for the ideal future caregiver include:
Bachelor's Degree in Business Administration, Healthcare Administration or related field and six years of related experience OR Master’s Degree and five years of related experience
Knowledge of statistical and financial analysis, primary research and business plan development
ITIL certification required within first 6 months of employment
Preferred qualifications for the ideal future caregiver include:
Master’s degree preferred.
Healthcare experience.
Experience supporting site activations in healthcare with clinical and business applications
Background in project change management and operational readiness
Strong organizational and communication skills
Experience coordinating cross-application workstreams and large-scale EHR projects including Epic and ancillary systems.
Project Management Professional (PMP) certification or equivalent preferred
Personal Protective Equipment:
Follows Standard Precautions using personal protective equipment as required for procedures.
Physical and Safety Requirements
Manual dexterity for operating office equipment
Ability to sit, stand, walk, and/or dial into various locations within the health system for meetings
Normal or corrected vision and clear verbal communication skills
Adherence to standard precautions using personal protective equipment
The policy of Cleveland Clinic Health System and its system hospitals (Cleveland Clinic Health System) is to provide equal opportunity to all of our caregivers and applicants for employment in our drug free environment. All offers of employment are followed by testing for controlled substances.
Cleveland Clinic Health System administers an influenza prevention program. You will be required to comply with this program, which will include obtaining an influenza vaccination on an annual basis or obtaining an approved exemption.
Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic Health System facility.
Please review the Equal Employment Opportunity poster.
Cleveland Clinic Health System is pleased to be an equal employment employer: Women / Minorities / Veterans / Individuals with Disabilities