Application Analyst - Epic Professional Billing - Level 1 or 2

Duke Careers•Durham, NC

19d

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. Application Analyst - Professional Billing Occupational Summary The Application Analyst is primarily responsible for designing, developing, deploying, and providing post-implementation technical support for the Maestro Care (MC) Electronic Health Record (EHR) across service access and revenue cycle workflows. Responsibilities include planning, performing, managing, and supporting identified Maestro Care EHR users within the Duke Health environment. This support extends to MC Professional Billing (PB) Claims, Benefits Engine, Cheers CRM, Charge Router and Cash Management PB Remittance, Hospital Billing (HB) Remittance, and MyChart modules.Working closely with Epic and other Maestro Care application teams to create and execute deployment tasks, interpret revenue cycle workflows, and participate in the build, testing, and support of the MC PB application. Advising and assisting with educational issues, including cross-training team members, trainers/SMEs, and the DHTS Service Desk through face-to-face interactions and phone or email communications. Participating in a 24/7 production on-call rotation to triage and assist with incoming support requests. Partnering with operational 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 an area of application support of a technical or support nature required within the timeline defined by Maestro Care policies and procedures
Level 1: A minimum of one year of related experience is required, with a strong recommendation for revenue cycle operational and/or technical experience
Level 2: A minimum of three years of related experience is required, with a strong recommendation for revenue cycle operational and/or technical experience
Level 3: A minimum of five years of related experience is required, with a strong recommendation for revenue cycle operational and/or technical experience
Obtain initial or additional Epic certification and proficiency as defined by management through a combination of Epic classroom (at Epic, Madison WI), virtual Epic classes or remote self-directed learning, successfully completing associated projects and exams.
Contributes to oral and written presentations as part of a project team, with supervision.
Adhere to organizational policies and procedures and follow all change control processes defined within Maestro Care
Achieve project and assignment deliverables in support of improved Service Line functionality.
Completes work within scope of request and escalates to manager when customer is requesting changes/build beyond initial request.
Adhere to organizational policies and procedures and follow all change control processes defined within Maestro Care
Ensures deadlines are met and if needing to change outlines reasons appropriately.
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 to end users during business and after hours/weekends by participating in an on-call rotation. Follows escalation processes for issues that unable to resolve independently.
Troubleshoots technical issues through review and testing and escalating to Epic appropriately.
Maintain adherence to security processes to ensure safety of the environment
Completes moderately complex tasks and portions of larger information system projects with direction.
Review, evaluate and complete NOVA assignments per established deadlines, including associated build as required, for monthly updates/fixes, upgrades and other system assigned updates (ie. CPT, HCPCS, etc.)
Execute application specific test plans, documenting failures and escalating
Participates in planning of customer training by working alongside the training team on new functionality and/or retraining of technology.
Identifies internal resources to answer questions and assist with build or problem solving.
Updates system, operational and department documentation where relevant
Perform basic 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.
In recognition of Quality First, recommends areas for process improvement
Perform other related duties incidental to the work described herein.
Develop and document system and user procedures, to include support documentation.
Makes oral and written presentations to project teams, management, and other departments.
Identifies areas for procedural improvements and provides workable solutions. Provides detailed specifications describing functions to be automated.
Proactively manage and complete assigned Maestro Care application build, testing and deployment(s) within defined timeline.
Demonstrates a good understanding of supported Epic applications, department workflows, data collection, report details, and other technical requirements associated with Epic software as they relate to system design and build decisions.
Prioritization and time management to ensure deliverables meet timeline
Independently build, test, and debug Epic application(s) 75-85% of the time to ensure the system meets end user requirements.
Responsible for writing and executing assigned test plans for Sanity checks/scripts with monthly SUs, Upgrades/Integrated test plans and module workflows to include documenting and resolving defects as they arise.
Develop report specifications and work closely with report writers to ensure all operational and regulatory reporting needs are met.
Provide both business and after-hours support for issues around system production support including the analysis, prioritization and implementation of requested changes, analysis of new functionality, coordination of software release updates, system testing and interface enhancements.
Responsible for defined area of Nova pertaining to the analysis of release notes, reporting metrics, validation, and resolution prior to implementation of designated RA and /or SU provided by Epic.
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
Manage the documentation, resolution and completion of identified deployment issues and tasks.
Coordinates and operationalizes simple to complex projects with direction.
Identifies need for and proactively documents system and user procedures/KB articles as necessary within ServiceNow and Team OneNote.
Proactively apprise management of emerging technical issues that may require attention. Ensuring processes and workflows are up-to-date and effective, recommending changes, as necessary.
Demonstration of advanced problem-solving skills
Has a solid understanding of health system workflows, data collection, report details, and other technical requirements associated with Epic software as they relate to system design and build decisions
Independently build, test, and debug Epic application(s) >90% of the time to ensure the system meets end user requirements.
Responsible for Care Concern and Nova review/oversight pertaining to the analysis of release notes, reporting metrics, validation, and resolution prior to implementation.
Within framework of Quality First, independently identifies area for improvement, associated solution and implements through to completion. The workflow is required or will benefit the team or customers.
Serve as lead in managing the documentation, assisting with prioritization, and working with analysts to resolve deployment issues through Epic’s Nova and Sherlock tracking systems.
Provides technical leadership and oversight within team meetings, Issue reviews, design sessions and in capacity of IT Liaison to our Stakeholder groups.
Independently takes on leadership role in the oversight and maintenance of integrated products and tools.
Serve as lead in managing system changes needed to comply with CMS, TJC, MU and other regulatory agencies and compliance items as identified and per established deadlines
Functions as an expert in multiple application modules and leads cross functional/cross application team efforts and Workgroup efforts.
Independently manages assigned project as analyst/project coordinator within scope and on time, ensuring issue and risk logs are kept and status reports are maintained when appropriate

Nice To Haves

revenue cycle operational and/or technical experience

Responsibilities

Designing, developing, deploying, and providing post-implementation technical support for the Maestro Care (MC) Electronic Health Record (EHR) across service access and revenue cycle workflows.
Planning, performing, managing, and supporting identified Maestro Care EHR users within the Duke Health environment.
Supporting MC Professional Billing (PB) Claims, Benefits Engine, Cheers CRM, Charge Router and Cash Management PB Remittance, Hospital Billing (HB) Remittance, and MyChart modules.
Working closely with Epic and other Maestro Care application teams to create and execute deployment tasks, interpret revenue cycle workflows, and participate in the build, testing, and support of the MC PB application.
Advising and assisting with educational issues, including cross-training team members, trainers/SMEs, and the DHTS Service Desk through face-to-face interactions and phone or email communications.
Participating in a 24/7 production on-call rotation to triage and assist with incoming support requests.
Partnering with operational 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.
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.

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