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University of Rochester Program Director - Patience Experience - 224972 in Rochester, New York

Program Director - Patience Experience

Job ID



Health Sciences

Full/Part Time


Favorite Job




Full Time 40 hours Grade 056 ISD Clinicals


8 AM-5 PM



As the Project Director for Patient Experience, this position will be a member of a cross-functional team where teamwork, collaboration, balancing competing priorities, and continuous learning are the norm. Maintains the highest standards of data integrity, confidentiality and security directly affecting the overarching quality of the patient experience. Must be very knowledgeable of organization’s policies, procedures, and business operations. Directs assigned groups, projects and activities.

Primary goals of this position include:

  • Plans, directs, and coordinates institution wide policies and activities related to Patient Experience project initiatives.

  • Serves in a primary bridge role, connecting clinical, technical, operational and administrative functions in collaboration with other Application Project Directors, team leads, application build teams, operations and clinical stakeholders.

  • Develops and implements enterprise wide information technology solutions to facilitate the improvement of operations, the efficient use of resources, and improved patient care.

Primary responsibilities of the position include:

  • Maintains broad knowledge of EpicCare Ambulatory and MyChart applications in support of Patient experience activities

  • Expert with MyChart patient portal and web development services used for MyChart

  • Strategic oversight for Telehealth requirements within eRecord—to include consulting, designing and planning for all integrated areas of MyChart, eRecord and Telehealth.

  • Leads the planning for and execution of additional patient-facing business needs to include workflow analysis, design and build.

  • Supervises the Lead overseeing the day-to-day maintenance, service requests and upgrades of MyChart and eRecord related patient initiatives.

  • Conducts feasibility studies, prepares analyses and presents recommendations.

  • Lends expertise to the Clinical Informatics Team and the eRecord Builder/Analyst staff by reviewing requested enhancements and potential system enhancement needs.

  • Works collaboratively with Epic and other vendors to recommend solutions for the organization’s operational needs.

  • Partners with other Project Directors and the Application Coordinator(s) to coordinate issue resolution for items that arise within their application suite.


Work with eRecord colleagues, Epic representatives, other departments, and URMC’s Clinical Informaticists to ensure the system meets the needs of staff and patients

  • Understand the choices involved in application specifications and investigates the preferred choices of end users and patients

  • Perform in-depth analysis of workflows, data collection, report details, and other technical issues associated with the software suite under this business domain

  • Analyze business operations and implement LEAN operational improvements

  • Prioritize and implement requested changes to the system

MyChart Patient Portal

  • Strategic partner in developing internal operational procedures to use in conjunction with the Epic suite of applications in support of Patient Experience initiatives

  • Supervises and mentors the MyChart AC in their leadership of the MyChart team.

  • Oversight of MyChart web development

Telehealth Integration within eRecord

  • As an expert with Epic support of telehealth, consults on and provides guidance on Epic build for existing and new telemedicine projects

  • Utilizes Epic and the other vendors to strategize solutions to solve complex challenges developing from a fast-paced and changing telemedicine landscape

    Patient-Facing Applications

  • Works collaboratively with other PDs and Directors across applications to recommend, design and plan solutions for the organization’s operational needs

  • Analyze new functionality available across the suite of tools to determine technical and operational impacts

Directs and supervises staff and resources to assure efficient and effective operations that meet departmental and University needs. Guides the activities of assigned staff, including recruitment, staffing decisions, performance evaluations, and other personnel actions. Coordinates activities with other eRecord leaders and develops relationships with external experts to assure technically efficient and cost effective decisions regarding the applications within the business suite. Demonstrates effective meeting etiquette, communication and problem solving skills to meet clinician and customer needs.


  • Bachelor’s degree in Information Sciences or equivalent

  • Masters degree preferred

  • 4-5 years of related experience in a financial services setting including automated systems

  • Preferred clinical experience (minimum of two years) in health care setting, preferably within UR Medicine Ambulatory or Acute Care.

  • Equivalent combination of eduation and experience

  • Strong attention to detail, ability to develop creative solutions to complex problems, and develop critical thinking skills.

  • Displays a solid technical aptitude and has an understanding of computer systems and IT functions; skilled in using Microsoft software.

  • Strong attention to detail, ability to develop creative solutions to complex problems, and develop critical thinking skills.

  • Excellent leadership, communication (written and verbal), presentation, analytical and problem solving skills

  • Attend or lead meetings utilizing effective meeting management methodologies

  • Epic certification(s) in an applicable application

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled