HCS Apps Systems Analyst - Epic Cheers

NC Health is hiring an HCS Apps Systems Analyst to support and optimize the Epic Cheers Call Management application and related contact center tools. The role also supports digital engagement capabilities, including Emmie Virtual Assistant and Live Chat, through user assistance, workflow improvements, documentation, training, and system enhancements.

Health Care

• Healthcare
• Medical Device
• Hospital
• Non Profit
• Wellness
• Addiction Treatment
• Health Diagnostics
• Insider Connection @UNC Health
• 2 email credits available today
• Beyond your network
• Susan Trombley & 4 connections

Responsibilities

• Provides day-to-day support for Epic Cheers Call Management, assisting existing and new users with system functionality, issue resolution, and workflow optimization. Ensures solutions align with enterprise standards and evolving business and technology requirements
• Develops and maintains clear, user-friendly documentation and training materials for Cheers Call Management and related tools, including Emmie Virtual Assistant and Live Chat. Keeps documentation current to reflect system updates, enhancements, and new functionality
• Serves as a liaison between IT and operational teams (e.g., contact center, access services), ensuring effective use of Cheers capabilities. Supports onboarding and training of new users and may lead or coordinate implementations of new features or services such as Emmie
• Identifies opportunities to enhance call management workflows and digital engagement solutions. Participates in defining system scope, requirements, and solutions; designs, tests, and implements system updates, integrations, and enhancements, including those supporting virtual assistant and chat capabilities
• Communicates regularly with stakeholders on system performance, user support trends, project progress, and the rollout or optimization of new services such as Emmie Virtual Assistant and Live Chat

Preferred

• 2+ years of hands-on Epic experience, preferably with Epic Cheers - Call Management, Nurse Triage, or other key Epic modules
• Proven ability to analyze requirements and build Epic workflows
• Strong analytical, documentation, and organizational skills with a detail-oriented mindset
• Demonstrated ability to manage multiple projects in a fast-paced environment and communicate effectively across business and technical teams
• Epic certification or “accreditation” in Epic Cheers – Call Management and/or Nurse Triage (or similar Epic modules)

Benefits

• Remote work
• Glassdoor
• 3.7
• Not-for-profit integrated health care system serving North Carolina.
• Chapel Hill, North Carolina, USA
• https://www.unchealth.org
• Late Stage
• Leadership Team
• Karen McCall
• VP, Public Affairs
• Steve Eblin
• Retired
• Recent News
• Morningstar.com
• 14 Organizations Earn CHIME's Highest Digital Health Most Wired Designation for 2026
• 2026-10-21
• BioSpace
• Femasys Partners with UNC Health to Introduce Its FemaSeed® Fertility Portfolio Across Statewide OB/GYN Care Locations
• 2026-08-26
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Qualifications

• Bachelor's degree in Computer Science, Information Systems Management or related field (or equivalent combination of education, training and experience)
• If a Bachelor's degree: Two (2) years of IT systems and/or operational experience
• If an Associate's degree: Four (4) years of IT systems and/or operational experience
• If a High School diploma or GED: Six (6) years of IT systems and/or operational experience
• Excellent analytical and communication skills
• Ability to work well in a team environment
• Demonstrated ability to successfully manage multiple tasks simultaneously
• Highly responsive to internal customers
• 2+ years of hands-on Epic experience, preferably with Epic Cheers - Call Management, Nurse Triage, or other key Epic modules
• Proven ability to analyze requirements and build Epic workflows
• Strong analytical, documentation, and organizational skills with a detail-oriented mindset
• Demonstrated ability to manage multiple projects in a fast-paced environment and communicate effectively across business and technical teams
• Epic certification or “accreditation” in Epic Cheers – Call Management and/or Nurse Triage (or similar Epic modules)
• If a Bachelor's degree: Two (2) years of IT systems and/or operational experience.
• If an Associate's degree: Four (4) years of IT systems and/or operational experience.
• If a High School diploma or GED: Six (6) years of IT systems and/or operational experience.

Required skills

• Epic Cheers Call Management, Epic Nurse Triage, Epic workflow development, Requirements analysis

Experience

• 2+ years