Application Analyst - Mychart/Medlink

Duke Careers•Durham, NC

About The Position

The Maestro Care (MC) MyChart analyst works across three distinct yet interrelated products, Community Connect, MyChart, & EpicCare Link, to deliver a comprehensive and streamlined experience to Duke University Health System (DUHS) patients and community provider partners as they daily interact with us on their healthcare needs. The successful analyst in this role is responsible for application build, test and validation, product deployment and daily operational maintenance. The team works cross functionally with other MC application teams in turn ensuring the overall function of the DUHS Electronic Health Record (EHR). In this role, teamwork, collaboration, and drive are essential. Prospective applicants can find greater detail on each product at www.epic.com.

Requirements

outstanding customer service
strong ability for critical thought
statistical reporting
Data coding - general data analysis and trending
excellent oral and written communication skills
foundational understanding of core application configuration
user technical support/training
ability to translate business process into a technical solution
foundational knowledge of project management to manage deliverables
design specifications for information systems
Implementation of information systems
maintenance of information systems
quality assurance (may be required)
adult learning and training methods (may be required)
Epic proficiency and/or certification in a relevant Epic application module. If candidate is not certified at time of employment certification must be obtained within an stated timeframe as agreed upon and documented with manager but generally within the first six (6) months at most.
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.
Certification in an area of application support of a technical or support nature preferred.
Certification in an area of application support of a technical or support nature strongly preferred.
Three years of related experience is required for Level 2.
Five years of related experience is required for Level 3.

Nice To Haves

multi-lingual analyst, Spanish speaking if possible.

Responsibilities

Provides systems support, including troubleshooting, software configuration, and testing
Ensures the security of technology solutions as guided by Team and Technical Leads
Participates in the planning and delivery of customer training sessions on system use and application enhancements (new functionality) or revisions
Completes moderately complex application build tasks and assists with large and/or complex projects under the guidance of Team and Technical Leads
Updates system, operational and department documentation
Monitors the incident management queue completing break/fix, maintenance, and system enhancement requests as assigned and prioritized by manager; maintains excellent communications (timely, clear & concise, accurate) with customers keeping them apprised of request status
Recommends areas for process improvement
Adheres to organizational policies and procedures and follows all change control processes defined within Maestro Care
Performs other related duties incidental to the work described herein
Liases between MyChart and other Maestro Care application teams to ensure the smooth deployment and functioning of supported application; consults with Epic Technical Service support as warranted
Assists in the build and execution of other MC application teams where those applications intersect with MyChart. Build support includes consultation and interpretation of clinical workflow, application build to support desired functionality, test, validation, ushering through change process to deployment, and other tasks
Advises and assists with educational issues, including cross-training of team members, end-users and DHTS Service Desk via face-to-face, telephonic, and other training modalities
Serves in the capacity of MC MyChart application expert for core application functionality
Assists in the design and specification of bug-fixes to ensure they meet the needs of the Duke environment, as well as participates in design sessions and review of specifications for new features and enhancements in the Maestro Care EHR
Develops and maintains test plans for new features ahead of planned releases
Provides both business and after hours on-call support for issues pertaining to production as assigned
Works closely with MC report writing teams to ensure accurate completion of assigned operational and regulatory reporting needs