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The Director of Platform Delivery & Operations is responsible for leading the end-to-end delivery, optimization, and operational performance of enterprise healthcare platforms, with a primary focus on the Epic EHR ecosystem. This includes oversight of application delivery, PMO functions, user security, testing, and integration services.
This leader ensures stable, secure, and scalable platform operations while driving strategic initiatives that improve clinical outcomes, enhance patient and caregiver experience, and optimize operational efficiency. The role partners closely with clinical, operational, and executive stakeholders to align technology delivery with enterprise priorities in a complex care delivery environment.
Primary Duties & Responsibilities:
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Lead delivery and lifecycle management of Epic applications, including clinical, revenue cycle, and patient engagement modules.
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Oversee coordinated execution through a PMO to ensure consistent delivery standards, governance, and prioritization.
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Ensure alignment of Epic roadmaps and enhancements with enterprise strategic initiatives, regulatory requirements, and clinical transformation goals.
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Own day-to-day operations of Epic platforms, ensuring high availability, system performance, and reliability across all supported domains.
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Establish and manage service level objectives, incident management processes, and escalation paths.
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Drive operational efficiency and continuous improvement across support, maintenance, and enhancement activities.
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Provide leadership and oversight for the Epic1 Program/Project Management Office.
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Standardize delivery methodologies, tools, and reporting, in collaboration with BJC and WashU IT PMOs, for all Epic-related initiatives.
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Ensure strong program governance, risk management, and executive-level reporting on delivery performance.
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Oversee Epic User Security, including provisioning, role-based access controls, auditing, and compliance monitoring.
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Ensure adherence to HIPAA and organizational security policies through appropriate access governance and controls.
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Partner with compliance, audit, and security teams to maintain a secure and controlled access environment.
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Lead enterprise testing strategy for Epic, including unit, integrated, regression, and user acceptance testing.
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Ensure robust testing frameworks and environments to support safe and effective system changes.
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Oversee release management processes, ensuring coordinated, low-risk promotion of changes into production.
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Oversee Epic Bridges interfaces and integration services supporting interoperability across clinical, financial, and third-party systems.
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Ensure data integrity, availability, and performance of all inbound/outbound integrations.
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Drive improvements in integration architecture, monitoring, and support processes to enable a connected ecosystem.
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Lead and develop a multidisciplinary team across application delivery, PMO, security, testing, and integration functions.
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Establish clear accountability, performance expectations, and career development plans.
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Foster a high-performing culture focused on ownership, collaboration, and innovation.
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Operate successfully in a complex environment with numerous stakeholder dynamics to navigate.
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Partner with clinical and technology leadership, operations, and business stakeholders to ensure technology capabilities meet evolving needs.
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Serve as a trusted advisor to senior leaders on platform performance, risks, and opportunities.
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Drive alignment across cross-functional teams, including infrastructure, analytics, and digital teams.
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Manage relationships with Epic and third-party vendors, ensuring performance against contractual and service expectations.
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Optimize the platform portfolio through standardization and elimination of redundant solutions.
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Evaluate new capabilities that enhance usability, automation, and system performance.
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Define and track KPIs related to system performance, delivery effectiveness, user satisfaction, and operational efficiency.
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Leverage data and feedback to drive continuous improvement initiatives across platform services.
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Identify opportunities for automation, AI-enabled workflows, and process optimization.
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Ensure compliance with HIPAA, regulatory requirements, and organizational policies.
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Mitigate risks related to system downtime, data quality, and operational disruptions.
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Participate in governance forums to ensure transparency, prioritization discipline, and accountability.
The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all job duties performed by the personnel so classified. Management reserves the right to revise or amend duties at any time.
Education:
Bachelor's degree
Certifications/Professional Licenses:
No specific certification/professional license is required for this position.
Work Experience:
Management/Supervisory (5 Years), Progressively Responsible Professional Work Directing, Leading And/Or Managing Computer And Information Systems (10 Years)
Skills:
Electronic Medical Record (EMR) Systems
Driver's License:
A driver's license is not required for this position.
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Strategic execution and operational leadership.
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Enterprise platform delivery at scale.
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Stakeholder influence and executive communication.
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Risk management and governance.
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Data-driven decision making and performance management.
Measures of Success:
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Epic system stability, uptime, and performance.
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Successful delivery of initiatives (on time, on scope, on budget).
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Improvements in clinical, financial, and operational outcomes.
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User adoption and satisfaction scores.
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Reduction in incident volumes and time to resolution.
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Integration reliability and data quality across systems.
Education:
M.B.A. - Master of Business Administration
Certifications/Professional Licenses:
ITIL Foundations - Axelos Global Best Practice, ITIL Foundations - Center for the Application of Information Technology
Work Experience:
No additional work experience unless stated elsewhere in the job posting.
Skills:
Analytical Thinking, Change Management, Critical Thinking, Customer-Focused, Customer Service, Epic Applications, Experience Management, Healthcare Environments, Healthcare IT Systems, Influencing Skills, Interpersonal Communication, Leadership, Negotiation, Oral Communications, Problem Solving, Relationship Building, Strategic Thinking, Technical Knowledge, Written Communication
G18
$129,800.00 - $228,400.00 / Annually
The salary range reflects base salaries paid for positions in a given job grade across the University. Individual rates within the range will be determined by factors including one's qualifications and performance, equity with others in the department, market rates for positions within the same grade and department budget.
For frequently asked questions about the application process, please refer to our External Applicant FAQ.
If you are unable to use our online application system and would like an accommodation, please email [email protected] or call the dedicated accommodation inquiry number at 314-935-1149 and leave a voicemail with the nature of your request.
All qualified individuals must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.
All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. The screenings will include criminal background check and, as applicable for the position, other background checks, drug screen, an employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.
Personal
Up to 22 days of vacation, 10 recognized holidays, and sick time.
Competitive health insurance packages with priority appointments and lower copays/coinsurance.
Take advantage of our free Metro transit U-Pass for eligible employees.
WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.
Wellness
Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!
Family
We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? We’ve got you covered.
WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.
For policies, detailed benefits, and eligibility, please visit: https://hr.wustl.edu/benefits/
Washington University in St. Louis is committed to the principles and practices of equal employment opportunity. It is the University’s policy to provide equal opportunity and access to persons in all job titles without regard to race, ethnicity, color, national origin, citizenship (where prohibited by federal law), age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information.
