Program Manager (Rev-Access)

About Cardamom

The next evolution of healthcare requires flexible, agile teams to deliver high-tech, results-based solutions and support. Our team is here to help our customers tackle the initiatives and challenges on their organizational roadmap, and give clinicians, operational teams, and researchers access to the data they need to take care of their patients and improve health outcomes.

Cardamom is cultivating a multidisciplinary team of exceptional individuals with diverse skills and experiences in healthcare — data, analytics, AI, and EHR application experts. We are also passionate about growing the careers of those who may have little or no experience in these fields when the opportunity arises. Our team of data scientists, machine learning engineers, revenue cycle professionals, and certified application specialists would love for you to join us.

Epic Program Manager

at Cardamom

Hybrid in Madison, WI or Remote (Anywhere in U.S.)

Your Epic Program Manager Role:

The Epic Program Manager provides operational leadership and coordination across Cardamom managed services, advisory engagements, and other project work. This role, on our Solutions Team, serves as a central connection point among customer application managers, Cardamom Application Leads, and internal teams to ensure priorities are clear, escalations are actively managed, service performance is visible, and work moves forward consistently. The ideal candidate combines strong Epic program leadership, customer relationship skills, disciplined service management, and a continuous-improvement mindset.

As an Epic Program Manager at Cardamom, you will:

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

Our ideal Epic Program Manager will have:

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

Bonus points for experience with the following:

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

What do we offer to ideal candidates?

To learn more about Cardamom’s culture and the benefits and overall work experience we provide, visit our Careers page.

Originally posted on Himalayas