Business Process Consultant, Epic Patient Experience

About Chartis

Chartis comprises 1,000 professionals who value working for a purpose-driven organization, people who have committed their careers to helping providers, payers, technology innovators, retail companies, and investors create and embrace solutions that reshape healthcare for the better. We work with over 900 clients annually to help make US healthcare more affordable, accessible, safe, and human.

Through our family of brands—Chartis, Jarrard, Greeley, and HealthScape Advisors—we have created a culture that prioritizes respect for our clients, commitment to each other, and unwavering integrity. From physicians, nurses, healthcare executives, and community health leaders to strategists, digital advisors, transactions experts, and healthcare futurists, we bring a diverse set of perspectives to assess healthcare challenges from every angle.

Believing in what we do helps us attract and retain the best and brightest because the work we do every day makes a meaningful impact. This theme of believing in a better way forward is woven into our brand, Believe in better.

Chartis has offices in Boston, Chicago, New York, Washington D.C., and Nashville.

Remote work is allowed for this position. #LI-Remote

Role Overview

Chartis is seeking a Business Process Consultant with 5+ years of leadership experience within Epic Patient Experience modules to join our Revenue Cycle Transformation Practice. As a Business Process Consultant, you’ll be responsible for guiding our clients as they enhance patient experience across their organizations. You will primarily work with organizations using Epic’s EHR software and will help advise on and implement best practices pertaining to Epic’s patient experience applications. You’ll lead efforts to gather business requirements, design workflows, and optimize patient-facing functions. The role involves close collaboration with executive leadership, IT, and cross-functional teams to align patient experience strategies with broader revenue cycle and organizational goals.

Responsibilities

l      Workflow Analysis and Design: Analyze and design patient-facing workflows—including digital check-in, appointment reminders, messaging, and follow-up—to enhance the overall experience. Identify and eliminate barriers to patient engagement, ensuring seamless interactions across platforms.

l      Digital Engagement Strategy: Drive adoption of MyChart and Epic’s digital front door tools by enhancing usability and integrating into standard workflows. Use Cheers to segment patient populations and launch proactive campaigns that encourage follow-up care, wellness visits, and health screenings.

l      System Configuration and Build: Advise IT teams on best practices for configuring Epic’s patient experience modules (MyChart, Hello World, Cheers). When needed, complete in-system configuration/build.

l      Stakeholder Collaboration: Partner closely with clients’ revenue cycle, clinical, IT, marketing, and patient experience teams to align Epic tools with organizational engagement goals. Translate business needs into scalable Epic solutions that enhance both patient and staff experience.

l      Optimization and Reporting: Develop and/or monitor key performance indicators (KPIs). Recommend ongoing improvements and system tweaks. Build and/or guide patient experience reporting efforts using Clarity, Caboodle, Reporting Workbench, etc.

l      Testing and Validation: Guide and support testing efforts (unit, integrated, user acceptance testing, etc.). Validate new features and configurations through structured testing plans.

l      Project Management: Develop and manage project plans, anticipate and resolve issues, facilitate change management, and present project status updates to leadership. Develop and lead peers and/or team members through successful end-to-end work plan creation and management.

l      Client Communication: Create concise, and client-ready communications with clear storylines.

Qualifications and Desired Skills

l      5+ years in patient experience leadership role.

l      Epic certification and hands-on experience with MyChart and Cheers. Hands-on experience with Hello World.

l      In-depth understanding of patient engagement strategies, CRM usage in healthcare, and digital self-service tools. Understanding of how patient experience fits into an organization’s overall revenue cycle strategy.

l      Strong project management and communication skills.

l      Ability to bridge technical configuration with operational needs.

l      Strong ability to speak to and drive organizational KPIs.

l      Demonstrated ability to clearly communicate with all levels of an organization, both verbally and in writing.

Salary range: $118,000-$172,000, plus may be eligible for an annual discretionary bonus. The salary range for this role takes into account the wide range of factors that are considered in making compensation decisions including, but not limited to, skills, experience, training, licensure and certifications, practice area, and other business and organizational needs. In addition, Chartis offers several benefits including medical, dental, vision, HSA, FSA, disability insurance, life insurance, 401(k) match, paid time off, wellness stipend, and additional voluntary benefits.

At Chartis, we pride ourselves on having a diverse workforce. We value and celebrate the uniqueness of individuals and the different perspectives they provide. We offer equal opportunity employment regardless of race, color, religion, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status.