Epic Community Connect - Program Director

Program Director – MUSC IS Affiliate Services

Job Description Summary

The Program Director for MUSC’s IS Affiliate Services team will serve as the key leader of the health system’s EPIC Community Connect program. Responsible for program design, oversight, management, and day-to-day operations, they work closely with clinical and operational teams to support both existing and potential Connect clients. This role requires collaborative engagement across various internal and external stakeholders, including current and prospective Connect sites, internal Information Systems (IS) teams, Epic, other third-party vendors/contract resources, and health system leadership. Together, these collaborations aim to identify priorities and establish clear, achievable goals.

The Program Director is responsible for developing and advancing the Connect program, overseeing activities such as accreditation, budgeting, pricing, contracting, and resource management. They will oversee all Connect implementations, from initial prospect phase to post go-live support, ensuring the program's overall success. They will serve as the primary point of contact for Affiliate Services team management, addressing onboarding, training, and other support needs to ensure effective service delivery and customer satisfaction.

Entity

Medical University Hospital Authority (MUHA)

Worker Type

Employee

Worker Sub-Type

Regular

Cost Center

CC005109 SYS - Community Connections - Administration

Pay Rate Type

Salary

Pay Grade

Health-35

Scheduled Weekly Hours

40

Work Shift

Job Description

The Epic Connect Affiliate Services Program Director serves as the key leader of the MUSC Community Connect program. Responsible for program design, oversight, management, and day-to-day operations, they work closely with clinical and operational teams to support both existing and potential Connect clients. This role requires collaborative engagement across various internal and external stakeholders, including current and prospective Connect sites, internal Information Systems (IS) teams, Epic, other third-party vendors, and health system leadership. Together, these collaborations aim to identify priorities and establish clear, achievable goals.

The Director is responsible for developing and advancing the Connect program, overseeing activities such as accreditation, budgeting, pricing, contracting, and resource management. They will oversee all Connect implementations, from initial prospect phase to post go-live support, ensuring the program's overall success. They will serve as the primary point of contact for Affiliate Services team management, addressing onboarding, training, and other support needs to ensure effective service delivery and customer satisfaction.

Responsibilities:

Program Development

• Anticipates and mitigates risks through initial assessments to ensure implementation plans meet stakeholder requirements and achieve strategic objectives.
• Develops a comprehensive cost model and pricing strategy incorporating necessary components to ensure program success.
• Collaborates with IS leadership and teams to prioritize and drive program related work, fostering cross-functional cooperation and alignment.
• Oversees annual accreditation activities to ensure the organization remains fully accredited following necessary Epic guidelines and requirements.
• Stays abreast of industry best practices and trends, facilitating continuous improvement and adoption of new features and functionalities to enhance program effectiveness.

Program Oversight

• Leads all aspects of the program life cycle including engagement, due diligence, design, implementation, adoption, customer relationship management, and ongoing support.
• Responsible for the planning, oversight, and execution on all Connect implementations, both for small and large client prospects, ensuring successful project delivery from all internal/external teams.
• Accountable for program budgeting and financial oversight, ensuring program stability in collaboration with internal financial management resources.
• Performs readiness assessments and partners with implementation teams for a smooth transition from go-live to account management and post go-live support.
• Communicates effectively to inform and influence key stakeholders and end-users, ensuring alignment and understanding of program goals and objectives.
• Collaborates with key stakeholders to define deliverables and establish strategic roadmaps for the program.
• Regularly meets with Connect stakeholders at all levels to ensure organizational alignment.
• Sets clear expectations with Connect customers on cost, proper communication channels, support structure, necessary governance, etc.

Team Leadership & Client Development / Collaboration

• Leads and manages the MUSC Health Epic Community Connect Affiliate Services team, overseeing all HR related functions and works to optimize team performance, collaboration, and productivity.
• Provides direct oversight of Connect Customer Success Managers (CSMs) to ensure the delivery of exceptional customer satisfaction and support for clients.
• Manages the overall relationship between MUSC Health, Connect clients, and other key stakeholders (Epic, 3rd party vendors, etc.), fostering strong partnerships and collaboration.
• Cultivates and sustains internal relationships, gathering customer feedback, and advocating for clients’ interests in program meetings.
• Interfaces with sales, legal, finance, and ePMO departments to ensure comprehensive support and alignment with Connect program objectives.
• Generates leads for the MUSC Health Affiliate Network, inclusive of the Regional Hospital Network (7 hospitals across the state), Telehealth, and Business Health.

Please note, this is not a hybrid role. The selected candidate is expected to be on-site and/or traveling to other MUSC Health System Facilities up to 70%. There is a strong in-person culture at MUSC and this role is expected to lead a large team F2F as well as conduct other cross functional and executive/leadership team meetings in person. While there is work from home flexibility as schedules allow, relocation to the Charleston area is strongly preferred and candidate must live in South Carolina.

Additional Job Description

Education/Skills/Work Experience:

• Bachelor’s degree with 8 years related work experience or Master’s degree in a related field with 4 years related work experience (degree in IT, industrial engineering, business, or healthcare-related field preferred).
• Minimum of 3 years in a leadership role managing Epic or Epic Community Connect.
• Demonstrated success in managing large, complex programs and teams.
• IT Service Management experience.
• Documented record of accomplishment in program development/project management in healthcare IT.
• Expert level skill with MS Office Suite (Project, Word, Excel, PowerPoint).
• Excellent interpersonal and facilitation skills and demonstrated executive presence.
• Ability to learn, understand, and apply new technologies.
• Moderate to expert levels of knowledge around IT and healthcare sector concepts and trends.
• PMP certification preferred; healthcare project management experience required.

If you like working with energetic enthusiastic individuals, you will enjoy your career with us!

The Medical University of South Carolina is an Equal Opportunity Employer. MUSC does not discriminate on the basis of race, color, religion or belief, age, sex, national origin, gender identity, sexual orientation, disability, protected veteran status, family or parental status, or any other status protected by state laws and/or federal regulations. All qualified applicants are encouraged to apply and will receive consideration for employment based upon applicable qualifications, merit and business need.

Medical University of South Carolina participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees.