Application Analyst - Maestro Care Concierge Level 2

Duke Careers•Durham, NC

5d•Onsite

About The Position

The Maestro Care Concierge 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 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 an area of application support of a technical or support nature required within the timeline defined by Maestro Care policies and procedures.
A minimum of one year of related experience is required, with a strong recommendation for ambulatory and clinical experience (Level 1).
A minimum of three years of related experience is required, with a strong recommendation for ambulatory and clinical experience (Level 2).
A minimum of five years of related experience is required, with a strong recommendation for ambulatory and clinical experience (Level 3).
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

Epic certification or proficiency in EpicCare Ambulatory is required (Level 3).
Proven ability to work at the next level.
Potential to serve beyond the next level.
Consistently demonstrates a values-based approach in how they work.
Is considered one of the top performers at their level across the organization.

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 under the Duke Health umbrella.
Facilitate Epic support during implementation phases to enhance knowledge transfer and promote proficiency in utilizing the application.
Provide liaison services between Maestro Care and identified Super User and End User resources throughout all DPC and DHIP clinics and Community Connect customers.
Participate in design sessions, review specifications for the implementation of the Maestro Care EHR, and specify bug fixes, new features, and enhancements.
Obtain additional Epic certification and proficiency as defined by management.
Interpret and analyze systems, data, and information with supervision.
Assist with implementing applications, tools, processes, and structures that assist end users with the management of data in their business unit.
Provide systems support, including troubleshooting and the configuration and testing of software.
Ensure security of technology solutions with supervision.
Participate in planning and providing customer training sessions on system use or revisions.
Assist in making oral and written presentations to project teams and management.
Complete simple tasks and portions of larger information system projects with direction.
Identify internal resources to build project team efficiency.
Update system, operational, and department documentation.
Recommend areas for process improvement.
Adhere to organizational policies and procedures defined within Maestro Care.
Assist in reviewing and evaluating NOVA assignments per established deadlines, including associated build as required.
Initiate and follow change management processes for minor system updates.
Participate in the daily business hours PRD on-call rotation to triage and assist with production support requests.
Perform in-depth analysis of end-user department workflows, data collection, report details, and other technical issues associated with Epic software.
Develop and document clinical workflows and user procedures.
Make oral and written presentations to project teams, management, and other departments.
Identify areas for procedural improvements.
Provide detailed specifications describing functions to be automated.
Assist in coordinating new clinic and service line acquisitions, including project planning, timeline management, stakeholder communication, go-live activities, and tracking of IT and operational information.
Partner with operational leadership in discovery and readiness processes for new clinics, providing onsite SME guidance and assessing clinical, and operational workflows.
Assist in reviewing technology contracts and coordinating vendor demos and discussions as needed.
Serve as a lead in managing the documentation, assisting with prioritization, and working with analysts to resolve identified deployment issues using Epic’s Nova and Sherlock tracking systems.
Assist in bridging gaps between a variety of technical teams DHTS-wide, leveraging a broad and diverse technical background to facilitate collaboration and communication.
Proactively apprise management of emerging technical issues that may require attention.
Ensure that workflows benefit the team or customers.
Conduct office hours to provide technical guidance and education to team members weekly as defined by management.
Independently identify areas for improvement, propose solutions, and implement them to completion.