CRM / Cheers Senior Application Analyst

CRM / Cheers Senior Application Analyst at Exact Sciences summary :

The CRM / Cheers Senior Application Analyst at Exact Sciences is responsible for designing, configuring, and upgrading business systems, primarily Epic EHR-related applications, to support healthcare workflows and improve operational efficiency. This role involves troubleshooting, stakeholder liaison, mentoring junior analysts, and leading process improvements within a complex healthcare technology environment. Strong technical, analytical, and communication skills are essential, along with the ability to manage cross-functional collaboration and respond to changing business needs.

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Position Overview

As a Senior Epic Application Analyst, you will work on business systems design and configuration, Upgrades, and improvements for assigned technology platforms. As a primary support contact for application end-users, the Senior Epic Application Analyst will work to identify issues that arise in the application area, as well as issues that impact other application teams and work to resolve them. The Senior Application Analyst will perform impact analysis of desired changes, build and test systems changes, and identify areas of improvement associated with platform performance and opportunities to enable business processes and requirements. The Senior Application Analyst will act as a mentor to more junior analysts on the team, support questions and may delegate activities to other analysts.

Essential Duties

Include, but are not limited to, the following :

• Responsible for business systems design and configuration, and upgrades and improvements for low to medium complexity applications.
• Design and implement solutions to a wide range of difficult problems that are imaginative, thorough, and practical.
• Responsible for independent development and configuration of an assigned application.
• Identify issues that arise in the application area as well as issues that impact other application teams, and work to resolve them.
• Develop new processes and procedures to meet current challenges.
• Create and maintain system documentation.
• Lead the estimation of enhancement or support requests.
• Guide workflow design, configure and test system changes, and analyze technical issues.
• Liaise with business systems stakeholders and software vendor's implementation staff to ensure alignment of business needs with the delivery of system changes.
• Develop an understanding of operational needs to set the direction for the organization's workflows; proactively identify opportunities to improve business workflow with technology improvements.
• Participate in developing documentation and participate in trainings and work with end users.
• Troubleshoot problems and questions and provide regular updates on status to key business stakeholders.
• Serve as a subject matter expert of assigned applications.
• Provide end-user production support for issues entered into issue tracking systems.
• Review the status of projects and issues with project leadership.
• Assign or delegate configuration or other activities to other team members.
• Act as delegate for leadership regarding incident or problem resolution.
• Provide mentorship for other peers and take the lead to solve problems, even if outside of normal scope.
• Lead internal process design and documentation to drive continuous improvement for the IT department or team.
• Ability and willingness to take ownership of work activities and ensure that they are done in a timely, accurate, and efficient manner.
• Ability and willingness to recognize assignments or tasks that need to be completed, to seek out additional assignments or tasks, and to help others.
• Ability to communicate information clearly and concisely with project leadership, subject matter experts, and key stakeholders.
• Ability to persevere in difficult situations, overcome obstacles, and reach high levels of performance when faced with stressful work situations and time pressures.
• Ability and willingness to learn new software applications.
• Apply flexibility with respect to changing end-user business needs.
• Apply strong analytical skills, business intuition, and organizational ability.
• Apply strong problem-solving skills.
• Apply excellent interpersonal and communication skills.
• Ability to operate in a cross-functional and complex matrix environment.
• Ability to be adaptable, open to change, able to work in ambiguous situations, and respond to new information or unexpected circumstances.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
• Support and comply with the company's Quality Management System policies and procedures.
• Maintain regular and reliable attendance.
• Ability to act with an inclusion mindset and model these behaviors for the organization.
• Ability to work nights and / or weekends, as needed.
• Ability to work on a mobile device, tablet, or in front of a computer screen and / or perform typing for approximately 90% of a typical working day.
• Ability and means to travel between local Exact Sciences locations.
• Ability to travel 5% of working time away from work location, may include overnight / weekend travel.

Minimum Qualifications

Preferred Qualifications

Previous experience configuring, installing, and optimizing Epic EHR systems and back-end CRM processes..

5+ years of experience developing or configuring technology solutions, either in an application analyst or project delivery role and Subject Matter Expert in one or more of the following areas : patient identification workflows in the healthcare setting, revenue cycle, CRM & MyChart, Patient Registration, or lab order entry

Possession of at least one relevant Epic software application certification, with a preference for Epic Call Center Management

Experience working with Epic CRM or other Customer Relationship Management systems.

Knowledge of call center workflows, key performance metrics, and technical solutions.

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Salary Range :

$89,000.00 - $151,000.00

The annual base salary shown is for this position located in US - WI - Madison on a full-time basis. In addition, this position is bonus eligible.

Exact Sciences is proud to offer an employee experience that includes paid time off (including days for vacation, holidays, volunteering, and personal time), paid leave for parents and caregivers, a retirement savings plan, wellness support, and health benefits including medical, prescription drug, dental, and vision coverage. Learn more about our benefits

Our success relies on the experiences and perspectives of a diverse team, and Exact Sciences fosters a culture where all employees can develop personally and professionally with a sense of respect and belonging. If you require an accommodation, please contact us here

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We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, protected veteran status, and any other status protected by applicable local, state, or federal law.

To view the Right to Work, E-Verify Employer, and Pay Transparency notices and Federal, Federal Contractor, and State employment law posters, visit our compliance hub . The documents summarize important details of the law and provide key points that you have a right to know.

Keywords :

Epic Application Analyst, Healthcare IT, CRM, Epic EHR, Application Support, Business Systems Configuration, Medical Software, Patient Workflow, Healthcare Technology, System Troubleshooting