Head of Platform Services & UX (Epic/MyChart Integrations Required)

The Operator Who Turns Digital Care Into a Reliable, Scalable Experience

Do you see architecture where others see friction? Do you instinctively map Epic workflows, identity flows, and integration boundaries before discussing features? Have you ever walked into a MyChart implementation and thought, ‘I know exactly how this should be structured ’?

At Ovatient, we are building a virtual-first care model that works because the platform works — reliably, seamlessly, and at scale across health systems and employer partners. We are not building another digital front door. We are building a Digital Health Home™ embedded within Epic — deeply integrated with health systems and employer partners.

As we scale, the strength and clarity of our platform services and user experience will determine our success. This role owns that future.

The Opportunity

We are seeking a Head of Platform Services & User Experience to own the digital backbone of our patient and clinical experience.

This is structured platform ownership with operational accountability.

You will own the digital experience, integration architecture, platform reliability, and implementation mechanics that allow Ovatient to scale predictably across partners. This is a “both-and” leadership role–you will define architecture and roadmap while also rolling up your sleeves to drive implementations, triage platform issues, and stabilize operations as we grow. Until additional layers are built, you will operate both strategically and tactically.

You will work in close partnership with the CMIO, who owns clinical governance and safety, while you own platform design, technical execution, and operational reliability.

If you are energized by turning digital complexity into operational clarity and building systems that seamlessly and reliably work, we should talk.

What You’ll Own

Digital Product Ownership – Patient & Clinical UX

This includes both patient-facing experiences and internal operational tools that support clinical and care delivery teams as well as owning the end-to-end digital experience across MyChart, Digital Health Home™ / MyCare Anywhere™, and Employer partner deployments, including:

• Onboarding flows

• Identity & authentication

• Scheduling

• Virtual visit mechanics

• Messaging

• Notifications

• Education delivery infrastructure

• Accessibility standards

• Conversion and drop-off optimization

• Experience KPIs and performance measurement

Platform Services Operations & Reliability

Own platform performance and service discipline, including

• Uptime and performance

• Vendor escalation pathways

• Incident command

• Postmortems and root-cause analysis

• Change and release governance

• Release readiness

• Go-Live and Hypercare support

• Engage in ticket triage, escalation management, and incident coordination when needed

Epic / MyChart Integrations & Interoperability Architecture

Design and execute the technical integration framework that supports clinical workflow and data priorities, including:

• Integration architecture and intent (not Epic build execution)

• Interface strategy (FHIR, HL7, SMART, OAuth)

• Identity and authorization (SSO, token persistence, cross-system session management)

• Data exchange design

• Environment strategy across development, testing, and production

• Repeatability and scalability across partners

• Guardrails for what lives in Epic vs. outside Epic

Customer Onboarding & Implementation (Discovery through Stabilization)

Own implementation structure, sequencing, and timeline control across customers and employer partners, including:

• Requirements gathering (technical & operational)

• Configuration coordination

• Testing & UAT orchestration

• Go-live planning

• Non-clinical training logistics

• Transition from Hypercare to steady-state operations

• At our current stage, you will directly lead key implementations and personally drive critical requirements sessions, UAT coordination, and go-live command when needed

Platform Roadmap & Prioritization

• Define and govern the unified roadmap, backlog, and prioritization framework

• Influence technology platform partners’ feature decisions

• Translate friction into durable product improvements

• Establish KPI-driven prioritization discipline

Vendor Management & Platform Governance

• Vendor performance management

• SLAs

• Delivery commitments

• Escalation discipline

• Roadmap alignment

• Replacement optionality

What You Bring

• 8+ years in digital health, healthcare IT, or Epic-integrated environments

• Demonstrated experience with Epic / MyChart integrations

• Fluency in interoperability (FHIR, HL7, SMART, OAuth)

• Experience leading platform reliability and release governance

• Experience onboarding enterprise healthcare customers

• Strong documentation and process discipline

• Proven ability to translate technical architecture into executive-ready clarity

• Experience influencing vendors and cross-system stakeholders

• Comfort operating without layers and moving between executive strategy and tactical execution

Skills & Attributes

• Systems thinker who sees patterns beyond tickets

• Operator-builder who stabilizes today while structuring tomorrow

• Skilled executive communicator able to translate complex infrastructure concepts into actionable insights for tech and non-technical stakeholders

• Comfortable with accountability

• Low-ego, high-discipline collaborator who deftly navigates healthcare legacy systems to drive process improvements alongside strategic partners

• Thrives in complexity and growth environments

Why You’ll Love Working Here

• Competitive compensation and benefits

• 401(k) with company match from Day 1

• Flexible, remote-first work environment with modern collaboration tools

• Professional development and leadership growth opportunities

• The chance to directly influence the operational success of a cutting-edge, virtual-first care model

• A collaborative, mission-driven team that values mutual respect, empowered accountability, persistence, boldness, and belonging

If you’re ready to architect what matters, operate where it counts, and turn digital complexity into reliable care at scale — let’s talk.