Job Description

100% Remote work setup, though aligned with US delivery teams and client timezone expectations.
Business driver is Application Managed Services (H&PS Level 9) for core enterprise EHR support and optimization.
Core deliverables include routine queue remediation, complex workflow optimization, and multi-site implementation build.
Regular cross-functional coordination with an established offshore delivery team requires clear, written handover processes.

TOP HARD SKILLS

Epic Willow Ambulatory Configuration & Build (4+ years)
EHR System Design & Testing (4+ years)
Surescripts / POS Device Integration (4+ years)

NICE-TO-HAVES
Additional Epic application builds (Home Infusion, Bugsy)
Prior experience within a global delivery model (Onshore/Offshore)
High School education is acceptable if combined with mandatory active certifications

DISQUALIFIERS

Lapsed or inactive Epic Willow Ambulatory Certification
Less than 4 years of dedicated Epic application management experience

Title: DS - Willow AMB (Packaged/SaaS Application Engineer - Level 9)

Location: Remote - USA (Client Office: Chicago, IL)

POSITION OVERVIEW We are seeking a skilled and experienced Epic Willow Ambulatory Analyst to join our Healthcare IT team. This role serves as a subject matter expert (SME) and technical lead for outpatient, retail, and specialty pharmacy workflows within the Epic EHR platform. The successful candidate will work in close collaboration with Accenture team members, the Epic software vendor, offshore support teams, and client stakeholders to deliver high-quality application support and enhancements.

DAY-TO-DAY RESPONSIBILITIES

• Act as the primary subject matter expert (SME) for Epic Willow Ambulatory workflows and system configurations.
• Manage and prioritize daily support, maintenance, and service request resolutions per defined SLAs.
• Troubleshoot application issues, monitor error queues, and resolve Surescripts interface and point-of-sale (POS) workflow defects.
• Build, configure, and optimize ambulatory pharmacy modules, device integrations, and inventory management.
• Coordinate task delegation, communication, and performance monitoring with offshore support teams.
• Partner with hospital pharmacists, operations staff, and clinicians to translate clinical needs into technical solutions.

TOP 3 REQUIRED SKILLS

• Active Epic Willow Ambulatory Certification + Configuration Expertise (4+ years)
• Ambulatory Pharmacy Workflow & Clinical Translation (4+ years)
• EHR Support Operations & SLA Management (4+ years)

ADDITIONAL DESIRED SKILLS

• Additional Epic Certifications (Inpatient, Home Infusion, or Bugsy)
• Offshore Team Coordination Experience
• Healthcare IT Consulting or Large Health System Experience
• Surescripts interface, 340B billing, and pharmacy benefits administration knowledge

IDEAL CANDIDATE PROFILE The ideal candidate is an advanced, certified Epic professional with a strong blend of technical build capability and direct clinical workflow understanding. They demonstrate a polished, collaborative tone suitable for advising pharmacists and physicians, alongside an analytical mindset to manage complex enterprise scaling projects.

Job Responsibilities

• Provide tier-3 application support, root-cause troubleshooting, and SLA maintenance for the Willow Ambulatory module.
• Execute system configuration, build activities, and testing for device integrations, error queues, and eRx workflows.
• Coordinate with offshore team members to delegate routine operational tasks and ensure global delivery continuity.
• Maintain comprehensive documentation including build specifications, system workflows, and operational training protocols.

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