Epic Program Manager

About Us
At Alteva RCM, we're dedicated to helping healthcare providers thrive through expert revenue cycle management, strategic insight, and innovative solutions. We're always looking for passionate, driven professionals who want to make a meaningful impact, grow their careers, and be part of a collaborative team committed to excellence.
Position Summary
The Epic Program Manager owns Alteva’s operating footprint inside client Epic environments, ensuring Alteva’s Operations teams can deliver coding, billing, A/R, and IDR services effectively when that work is performed in, or depends on, a client’s Epic system. This role manages access, security roles, workqueues, routing, and reporting within client Epic instances, and serves as Alteva’s primary point of coordination with client Epic application and IT teams. Operations staff perform the work; the Epic Program Manager enables and prepares them to do it, building Epic workflow training, supporting staff proficiency, and partnering with the Integration Analyst and the claims pipeline team so data and Alteva solutions flow correctly between client Epic and Alteva systems. The role partners closely with Implementation & Client Readiness on client onboarding and shares post-go-live monitoring and support with the Integration Analyst.
Key Responsibilities
Client Epic Environment Management
Manage Alteva’s presence in each client Epic environment, including user access, security roles, workqueues, routing, and reporting, in line with the access model and standards set by the Director
Serve as the primary point of coordination with client Epic analysts, application teams, and IT for revenue cycle system matters
Coordinate requests, configuration changes, and enhancements with client Epic teams and track them through completion
Monitor client Epic upgrades and changes for downstream impact on Alteva workflows and communicate impacts in advance
Maintain documentation of each client’s Epic build, access, and configuration relevant to Alteva services
Workqueue Governance & Routing
Establish and maintain standards for the client Epic workqueues Alteva staff work, including ownership, assignment, prioritization, and escalation
Partner with client Epic teams to ensure claims, coding items, A/R and denial follow-up, and other in-scope work are routed to Alteva appropriately
Evaluate workqueue volume, aging, productivity, and resolution patterns to identify routing gaps, bottlenecks, and duplicate or manual workflows
Document routing rules, escalation criteria, and approved workflow changes for each client
Client Onboarding & Go-Live
Partner with Implementation & Client Readiness to execute Epic-related onboarding using the client integration playbook and technical standards
Lead Epic discovery with client teams to confirm workqueues, access, reporting, and workflow requirements based on the services the client purchases
Coordinate testing and validation of Epic workflows, with Operations participating in user acceptance testing
Confirm go-live readiness for access, workqueues, reporting, and staff proficiency, and support post-go-live stabilization
Data Flow & Solution Layering
Partner with the Integration Analyst and claims pipeline team on Epic data sources, including reports and extracts, used to feed Alteva systems
Support the layering of Alteva solutions that are not native to Epic, such as coding and IDR, onto client Epic work through integration, extracts, or RPA
Identify where native Epic functionality can be used rather than replicated
Ensure information clients require is returned accurately and on time, whether through work completed in Epic, feeds, or reports
Staff Readiness & Training
Build and maintain Epic workflow training content and SOPs for each client where Alteva staff work in Epic
Partner with Implementation and Operations to deliver training, confirm proficiency, and prepare staff for workflow changes
Serve as the Epic subject matter resource for Operations staff and leaders
Update training and documentation when client Epic builds or workflows change
Post-Go-Live Support & Issue Management
Share post-go-live monitoring and support with the Integration Analyst, including access, workqueue, reporting, and data flow issues
Establish structured processes for identifying, documenting, prioritizing, and escalating Epic-related operational issues
Determine whether issues originate from Epic configuration, access, data, process, or training, and route them accordingly
Coordinate root-cause analysis and ensure solutions are validated operationally before issues are closed
Escalate high-risk or high-impact issues to the Director and appropriate leadership
Workflow Optimization & Continuous Improvement
Evaluate Epic workflows to identify opportunities to improve efficiency, accuracy, and automation for Alteva services
Recommend workflow and configuration changes that improve staff productivity and quality in clien