Manager, Epic Applications Support

Overview

The Manager of Information Services Applications is responsible for overseeing the day-to-day activities of analysts and programmers supporting Revenue Cycle applications, including Professional Billing (PB), Hospital Billing (HB), and Health Information Management (HIM) within the Information Services (IS) department. This role provides leadership to ensure high user satisfaction, successful system implementation, and effective use of applications across the health system. As a member of WakeMed’s management team, the Manager participates in task forces and steering committees and plays a key role in shaping the credibility and effectiveness of the Information Services department both internally and externally. The Manager partners closely with the Director to develop staff, establish application roadmaps, maintain build standards, and ensure the department can support WakeMed’s long-term information system's needs.

Key Responsibilities

People & HR Management:

Supervise, coach, and develop team members to build a high-performing, engaged team

Provide ongoing feedback, performance management, and professional development

Partner with Human Resources to develop recruitment plans, participate in candidate selection, interviews, and onboarding

Applications Management:

Support the management of application support functions, including application maintenance, IS project management, and web development

Ensure reliable, efficient delivery of application services across the organization

Process Improvement:

Oversee administration of client satisfaction surveys

Develop and implement strategies to improve processes, service quality, and customer experience

Industry & Technology Awareness:

Stay current on emerging technologies and industry standards

Research and recommend new products, vendors, and services

IT Systems Management:

Analyze existing information systems and recommend improvements

Prepare proposals and specifications to obtain approval for technology changes

Consultation & Advisory Support:

Serve as a trusted technology advisor to senior leaders and department stakeholders

Act as a business and technical consultant for decision support, training, and problem resolution aligned with business objectives

Leadership Expectations:

Successful candidates will demonstrate WakeMed leadership behaviors, including:

Respect for People: Prioritize patient care, staff well-being, and ethical leadership while fostering a professional and just culture

Communication: Clearly and transparently communicate system needs, actively listen, and promote shared understanding

Teamwork: Collaborate across all levels, develop and retain high-performing teams, and use data-driven feedback to improve outcomes

Commitment & Accountability: Set clear expectations, ensure quality and cost-effectiveness, and lead with integrity and courage

Wake Way 2 Excellence (WW2E): Drive continuous improvement by reducing waste, standardizing work, and creating efficient workflows

Leadership Competencies

Planning and organizing

Delegation and empowerment

Talent selection and coaching

Decision-making and problem-solving

Continuous improvement and change leadership

Business acumen and partnership building

Influencing and inspiring others

Qualifications

Education

Bachelor’s Degree in Business, Healthcare, Technology, or a related field (required)

Experience

5+ years of healthcare experience (required)

3+ years of management experience (required)

Licensure / Certification

Certification, licensure, or registration in field of practice (preferred)

EPIC certification in area of responsibility (preferred)

Department Description

Serving the community since 1961, WakeMed Health & Hospitals is the leading provider of health services in Wake County. With a mission to improve the health and well-being of our community, we are committed to providing outstanding and compassionate care. For more information, visit www.wakemed.org . EOE

Licensure

Certified/Licensed/Registered in Field of Practice And EPIC Certification in Area of Responsibility Preferred Education

Bachelor's Degree Business Or Healthcare Or Technology Or Related Field Required Experience

5 Years Healthcare And 3 Years Management Required

Certified/Licensed/Registered in Field of Practice And EPIC Certification in Area of Responsibility Preferred