Note: The job is a remote job and is open to candidates in USA. Cardamom provides healthcare technology and operational support to help customers advance organizational initiatives and improve access to data. The Epic Program Manager leads coordination across managed services, advisory engagements, and project work, managing customer relationships, escalations, service performance, reporting, and continuous improvement.
Responsibilities
- Manage customer relationships and conduct recurring check-ins with application managers
- Lead escalation management, follow-up coordination, and closed-loop communication through resolution
- Coordinate customer communication during high-priority issues or events, ensuring timely, clear, and consistent updates
- Compile and coordinate monthly managed services reporting for customer and internal leadership review
- Coordinate reporting inputs and updates from Application Leads to ensure reporting is complete, accurate, and timely
- Ensure Power BI operational reporting is refreshed and available to appropriate stakeholders
- Monitor operational metrics, backlog trends, and service level agreements (SLAs), identifying issues requiring attention or corrective action
- Administer the SLA and breach tracking log, including follow-up, documentation, and coordination of root-cause review
- Oversee on-demand projects outside of standard managed services scope, including scope, status, risks, dependencies, and customer communication
- Coordinate project-level work included within managed services scope and maintain visibility into progress and delivery commitments
- Assist with intake review and prioritization discussions, helping stakeholders assess urgency, impact, effort, dependencies, and capacity
- Ensure Application Lead responsibilities are understood and consistently followed across assigned application teams
- Coordinate recurring Application Lead check-ins and operational touchpoints
- Support backlog review and prioritization efforts with Application Leads, application managers, and delivery leadership
- Support communication and coordination across application teams, particularly for cross-application issues, projects, and dependencies
- Create and maintain a service catalog and reusable templates across supported applications
- Standardize and document the service request (SR) intake process
- Develop and maintain documentation, playbooks, and team reference materials that improve consistency and knowledge transfer
- Identify, evaluate, and implement automation opportunities that improve quality, speed, visibility, or efficiency
- Drive and project manage automation initiatives in partnership with internal teams, from opportunity assessment through implementation and adoption
- Lead onboarding and offboarding coordination for managed services team members, including access, knowledge transfer, role clarity, and transition planning
- Support multiple managed services customers and contribute to cross-customer process standardization initiatives
- Travel quarterly to visit customers
Skills
- 5+ years of healthcare IT or Epic-related experience, including program or project leadership in complex delivery environments
- Epic certification or accreditation in one or more applications (Revenue Cycle or Patient Access space)
- Experience supporting Epic application managed services, advisory, production support, implementation, optimization, or enterprise transformation programs
- Demonstrated success managing customer relationships, escalations, executive communications, and cross-functional stakeholder alignment
- Working knowledge of IT service management practices, including intake, prioritization, backlog management, incident escalation, SLAs, and service reporting
- Experience coordinating multiple application teams, workstreams, or projects with competing priorities and interdependencies
- Strong analytical skills and comfort using operational metrics and reporting to identify risks, trends, and improvement opportunities
- Excellent written and verbal communication, facilitation, organization, and follow-through
- Ability to create structure in evolving environments and translate broad needs into clear actions, owners, and timelines
- PMP, PgMP, Agile, ITIL, or related program and service management credentials
- Power BI, Jira, ServiceNow, Microsoft Planner, or comparable reporting and work-management tools
- Leading automation, workflow improvement, or process standardization initiatives
- Bachelor's degree in healthcare administration, Information Technology, Business, Project Management, or a related field
Benefits
- Hybrid in Madison, WI or Remote (Anywhere in U.S.)
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