Note: The job is a remote job and is open to candidates in USA. Duly Health and Care is seeking an Epic Cheers Call Management Consultant to implement a new contact center hub within Epic. The consultant will configure call management functionality, develop specialty-specific workflows, and coordinate implementation activities through the targeted December 1 go-live.

Responsibilities

• Design, configure, and build Epic Cheers Call Management functionality to support contact center operations
• Develop specialty-specific workflows and displays to help call center agents efficiently manage patient interactions
• Support workflows related to patient scheduling, call handling, and other contact center activities
• Collaborate with call center stakeholders to gather requirements and translate operational needs into functional Epic solutions
• Work closely with the existing Level 3 Epic Cheers analyst responsible for current campaigns and related functionality
• Own hands-on configuration and build activities while supporting project management, coordination, and implementation timelines
• Participate in initial discovery and planning calls, quickly transition into build activities, and prepare the solution for a December 1 go-live
• Coordinate with relevant teams on integration considerations involving Five9

Skills

• Active Epic Cheers Call Management certification — mandatory
• Direct, hands-on experience building and configuring Epic Cheers Call Management functionality — mandatory
• Previous experience implementing Epic Cheers solutions within a healthcare call center or contact center environment
• Demonstrated experience building new Epic features, workflows, or capabilities rather than exclusively supporting existing functionality
• Ability to independently translate business requirements into technical configuration and working solutions
• Experience supporting Epic implementations through testing, deployment, and go-live
• Strong project coordination and stakeholder communication skills
• Experience with Five9 and Epic integration, particularly Five9 Fusion. (THIS IS A PLUS NOT A MUST)
• Experience developing specialty-specific contact center workflows
• Experience with Epic Cheers CRM and campaign functionality
• Previous experience delivering rapid Epic implementations or short-term consulting engagements

Benefits

• 100% remote

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