Application Analyst - Ambulatory Solutions - Level 2

Duke Careers • Durham, NC

5d

About The Position

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together.
About Duke Health Technology Solutions
Pursue your passion for caring and innovation with Duke Heath Technology Solutions, which is dedicated to the transformation, development, and management of enterprise information technology solutions across Duke Health. By harnessing the power of innovative technologies like cloud computing and artificial intelligence — and pairing them with a forward-thinking approach — Duke Health Technology Solutions is revolutionizing the future of health care at Duke Health and beyond.
Occupational SummaryThe Ambulatory Solutions Application Analyst is primarily responsible for developing, deploying, training, and providing post-implementation support for the Maestro Care Electronic Health Record (EHR) across ambulatory workflows. Responsibilities include planning, performing, managing, and supporting identified Maestro Care Electronic Health Record (EHR) users within the Duke Health environment. This support extends to the Ambulatory Solutions suite of modules, including EpicCare Ambulatory, Phoenix, Kaleidoscope, Care Everywhere, Haiku/Canto, Nurse Triage, Bones, Rehab, and other necessary Epic modules and third-party integrated applications.
Working closely with Epic and other Maestro Care application teams to create and execute deployment tasks, interpret clinical workflows, and participate in the build, testing, and support of Ambulatory Solutions applications. Advising and assisting with educational issues, including cross-training team members, end-users, and the DHTS Service Desk through face-to-face interactions, phone or email communications, and training classes. Participating in daily on-call rotations to provide production support and Core Ops error management.
Partnering with providers and clinical staff to improve their knowledge and fluency within Maestro Care as needed, coordinating virtual and on-site assistance to support the growth and expansion of clinics under the Duke Health umbrella. Facilitating Epic support during implementation phases to enhance knowledge transfer and promote proficiency in utilizing the application and providing liaison services between Maestro Care and identified Super User and End User resources throughout all DPC and DHIP clinics and Community Connect customers. These services include participating in design sessions, reviewing specifications for the implementation of the Maestro Care EHR, and specifying bug fixes, new features, and enhancements over time to ensure they meet the needs for providing patient care at Duke Health.

Requirements

• Bachelor's degree in a related clinical or technical field, or four years of equivalent technical experience required.
• If applicable, maintenance of North Carolina licensure or certification in related clinical discipline is required for all levels.
• Epic proficiency in application support of a technical or support nature required within the timeline defined by Maestro Care policies and procedures.
• A minimum of three years of related experience is required, with a strong recommendation for ambulatory and clinical experience.
• Customer service and Collaboration Skills
• Attention to detail and strong critical thinking
• Effective oral and written communication
• Ability to translate business processes into technical solutions
• Data analysis and trending
• Prioritization and time management of deliverables
• Design, Implementation and maintenance of information systems
• Quality assurance (as needed)
• Knowledge of project management to manage deliverables
• Leadership and advanced problem-solving skills

Nice To Haves

• Obtain additional Epic certification and proficiency as defined by management through classroom instruction at Epic (Madison, Wisconsin), self-directed learning, multiple project assignments, and competency exams.
• Interprets and analyzes systems, data, and information with supervision.
• Implements applications, tools, processes, and structures that assist end users with the management of data in their business unit.
• Provides systems support, including troubleshooting and the configuration and testing of software.
• Ensures security of technology solutions with supervision.
• Participates in planning and providing customer training sessions on system use or revisions.
• Assists in making oral and written presentations to project teams and management.
• Completes simple tasks and portions of larger information system projects with direction.
• Identifies internal resources to build project team efficiency.
• Updates system, operational, and department documentation.
• Recommend areas for process improvement.
• Adhere to organizational policies and procedures defined within Maestro Care.
• Review, evaluate, and complete NOVA assignments by established deadlines, including associated build as required, for monthly SUs, Upgrades, and other system-assigned updates (i.e., IMO, FDB, CPT, etc.) as defined by management.
• Ability to initiate and follow change management processes for minor system updates.
• Engage in daily on-call duties to triage production support requests, manage error queues, and perform validation tasks outside of regular business hours.
• Serve in the daily PRD Core Ops error management rotation during standard business hours to monitor, validate, and resolve system issues.
• Perform other related duties incidental to the work described herein.

Responsibilities

• Develop, deploy, train, and provide post-implementation support for the Maestro Care Electronic Health Record (EHR) across ambulatory workflows.
• Plan, perform, manage, and support identified Maestro Care EHR users within the Duke Health environment.
• Support the Ambulatory Solutions suite of modules, including EpicCare Ambulatory, Phoenix, Kaleidoscope, Care Everywhere, Haiku/Canto, Nurse Triage, Bones, Rehab, and other necessary Epic modules and third-party integrated applications.
• Create and execute deployment tasks, interpret clinical workflows, and participate in the build, testing, and support of Ambulatory Solutions applications.
• Advise and assist with educational issues, including cross-training team members, end-users, and the DHTS Service Desk.
• Participate in daily on-call rotations to provide production support and Core Ops error management.
• Partner with providers and clinical staff to improve their knowledge and fluency within Maestro Care.
• Coordinate virtual and on-site assistance to support the growth and expansion of clinics.
• Facilitate Epic support during implementation phases to enhance knowledge transfer and promote proficiency.
• Provide liaison services between Maestro Care and identified Super User and End User resources.
• Participate in design sessions and review specifications for the implementation of the Maestro Care EHR.
• Specify bug fixes, new features, and enhancements over time.
• Provide identified liaison services between Epic and identified Maestro Care EHR application, deployment, and development staff.
• Assist in the creation and execution of deployment tasks, clinical workflow interpretation, and participate in Maestro Care EHR application build, testing, and support.
• Advise and assist with educational issues, including cross-training of team members, end-users, and DHTS Service Desk via face-to-face, via phone or email, and training classes.
• Function as a Maestro Care EHR application expert for base functionality.
• Review test plans to account for the testing of new features with all releases.
• Assist in the design and specification of bug fixes to ensure they meet the needs of Duke Health.
• Participate in design sessions and review of specifications for new features and enhancements in the Maestro Care EHR.
• Perform in-depth analysis of end-user department workflows, data collection, report details, and other technical issues associated with Epic software as they relate to system design and build decisions.
• Proactively complete assigned Maestro Care module deployment(s), management, and validation tasks within a defined timeline.
• Independently interpret and analyze systems, data, and information.
• Develop and document system and user procedures.
• Make oral and written presentations to project teams, management, and other departments.
• Coordinate and operationalize complex projects with direction.
• Identify areas for procedural improvements.
• Provide detailed specifications describing functions to be automated.
• Work closely with report writers to ensure all operational and regulatory reporting needs are met.
• Provide oversight within identified development and production support meetings, reviews, and design sessions as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level