Epic EHR Subject Matter Expert (Healthcare CX & Contact Center Transformation)

Engagement Type: Contract, Advisory/ Consultant (Part-time)Duration: 6-8 weeks initial engagement, with strong potential for extensionCommitment: ~3-5 days total during discovery and strategy phaseAbout the EngagementWe are supporting a large U.S. health system in a patient experience and contact center transformation initiative across a network of 11 hospitals. This engagement focuses on aligning CX strategy with clinical systems, ensuring seamless integration between contact center platforms, AI solutions, and the healthcare environment.While our team brings deep expertise in CX and CCaaS, we are seeking an Epic Subject Matter Expert to act as a strategic advisor and bridge the gap between customer experience design and clinical/IT realities.Role OverviewThis role is not focused on Epic implementation. Instead, you will serve as a translation layer between CX strategy and Epic's ecosystem, helping guide how external platforms integrate with and leverage Epic data and workflows.You will provide advisory support on how Epic interacts with patient-facing tools, contact center technologies, and AI platforms, ensuring alignment with compliance and healthcare best practices.Key ResponsibilitiesAct as a strategic advisor on Epic capabilities within a CX and contact center transformation contextProvide guidance on Epic workflows , particularly around MyChart and patient engagement toolsAdvise on data flows and integrations , including FHIR and Epic App Orchard APIsHelp define how CCaaS and AI platforms can integrate with Epic without compromising compliance or system integrityTranslate clinical and technical constraints into actionable insights for CX and business stakeholdersParticipate in discovery sessions and contribute to strategic recommendationsCollaborate with cross-functional teams, including CX consultants, engineers, and client stakeholdersRequired Qualifications Epic Certification (preferred in one or more of the following):AmbulatoryCadenceMyChartProven experience working with multi-hospital health systemsStrong understanding of Epic from an integration and ecosystem perspective (not just implementation)Experience with FHIR, APIs, and healthcare data interoperabilityAbility to operate in client-facing advisory roles , translating technical concepts into business insightsBased in the United StatesPreferred Background Experience with or from consulting firms such as Nordic Consulting, Optimum Healthcare IT, Stoltenberg Consulting , or similarPrior experience working independently or as a strategic advisor post health system tenureFamiliarity with CCaaS platforms, AI-driven CX tools , or digital health integrationsEngagement Details Initial engagement focused on discovery and strategy (6-8 weeks)Estimated involvement of 3-5 working days during early phaseHigh likelihood of extended engagement depending on project scopeOpportunity for ongoing collaboration across future healthcare clientsWhat Success Looks Like Clear alignment between CX strategy and Epic capabilitiesPractical, compliant integration approach for CCaaS and AI toolsStrong translation of clinical system constraints into CX opportunitiesTrusted advisory presence with both client stakeholders and internal teams