Tapestry Application Manager - Application Managed Services (AMS)

The Tapestry Application Manager is accountable for end-to-end managed support of Epic Systems Tapestry & Payer Platform for one or more healthcare customers. This leader ensures stable operations, SLA performance, and continuous optimization and provide functional leadership across key Tapestry domains, such as:

Benefits Engine and benefit plan build

Enrollment/Eligibility and membership maintenance

AP/claims-adjacent configuration, cost-share rules, plan setup

Vendor contract build/maintenance and payer operational setup

The role manages a team of analysts (and partners with integration/reporting peers) and serves as the primary escalation and governance point for the application.

Key Outcomes (What success looks like)

Consistent SLA attainment (response/resolution), predictable throughput, and transparent customer communications

Active engagement with all aspects of the assigned projects

High-quality configuration with strong testing discipline and low defect leakage

Reduced incident recurrence through problem management, knowledge management, and root-cause fixes

A clear, jointly-managed roadmap of enhancements, technical debt, upgrades, and operational readiness milestones

Peak-period readiness (e.g., annual enrollment) and operational resilience

Core Responsibilities

A) Service Delivery Leadership (AMS)

Own day-to-day service operations: ticket triage, prioritization, escalation, and cross-team coordination for Tapestry support

Establish and run AMS ceremonies: daily/weekly ops huddles, backlog review, SLA review, customer status reporting

Lead incident, problem, and change management for Tapestry (including post-incident reviews and prevention plans)

Build and maintain a robust knowledge base (runbooks, SOPs, configuration standards, troubleshooting guides)

B) Application Ownership (Tapestry)

Provide functional leadership across all aspects of the projects

Ensure configuration accuracy through disciplined testing, training, audit, and documentation practices

Partner with integration/interface teams to manage dependencies and end-to-end workflow integrity

C) Team & Capacity Management

Lead, coach, and performance-manage a team of Tapestry analysts; set priorities and assign work

Forecast demand, plan capacity, and manage on-call/after-hours coverage as required by the customer’s support model

Define skills matrices and certification plans (e.g., Tapestry/Benefits Engine) aligned to service needs

D) Customer Partnership & Governance

Act as the primary customer-facing leader for Tapestry AMS: expectations management, escalation handling, executive-ready communications

Maintain a rolling application roadmap aligned to customer priorities, compliance needs, and operational readiness

Lead operational readiness planning for major events (open enrollment, product launches, upgrades)

E) Release, Upgrade & Compliance Discipline

Own release planning for enhancements and fixes; enforce peer review, test evidence, and rollback plans

Coordinate quarterly/periodic upgrades and patching readiness in partnership with the customer’s governance bodies

Ensure HIPAA-aligned practices, least-privilege access, and audit-friendly documentation (in coordination with customer security/compliance)

Do you have experience in Team leadership?, 6+ years supporting payer/managed care application workflows with at least 2+ years in Epic Tapestry/Payer Platform (or equivalent depth)

Prior people/team leadership experience (supervisory/manager role)

Strong expertise in Tapestry operational domains (benefits, enrollment/eligibility, plan/provider setup; claims-adjacent configuration)

Demonstrated ability to translate operational requirements into actionable system configuration and drive quality outcomes

Excellent stakeholder management and executive communication skills

Preferred Qualifications

Epic certifications (e.g., Tapestry, Benefits Engine, Enrollment/Eligibility, Contracts, AP/Claims-related)

Experience leading AMS delivery (ITIL-oriented operations, SLA reporting, service transitions)

Experience preparing for annual enrollment/open enrollment cycles

$150,000 - $180,000 a year - Full-time, Contract