Application Analyst - Maestro Care Radiant

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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 Summary

The Maestro Care Radiant Application Analyst is primarily responsible for the development, deployment, training, post-implementation support, product design and testing cycles of the Maestro Care Electronic Health Record (EHR). This includes planning, performing, managing, and supporting identified Maestro Care EHR users in the enterprise environment.

Work Performed

Level 1

• May be required to obtain Epic certification and/or proficiency as defined by management through a combination of classroom instruction at Epic (Madison, Wisconsin), self-directed learning, multiple project assignments and competency exams
• Participate in a team on-call rotation between the hours of 8am - 6pm Monday thru Friday as well as one weekend per month to assist with monitoring of Radiant supported processes
• 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
• Assist with daily production maintenance tasks where needed (ex. Work queues, In Basket, eRX failures, etc.)
• Participates in monthly system validation, as well any unscheduled system update validations as needed
• Ability to initiate and follow change management processes for minor system updates
• 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 moderately complex tasks and portions of larger information system projects with direction
• Identifies internal resources to build project team performance
• Updates system, operational and department documentation
• Recommends areas for process improvement
• Adhere to organizational policies and procedures and follow all change control processes defined within Maestro Care
• Perform other related duties incidental to the work described herein

Level 2

In addition to the duties described for the Level 1, the Level 2 will:

• 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 via training classes.
• Act as a Maestro Care EHR application expert for base functionality. Update test plans to account for testing of new features with all releases.
• Assist in the design and specification of bug-fixes to ensure they meet the needs of the Duke environment, as well as participate in design sessions and review of specifications for new features and enhancements in the Maestro Care EHR. Updating test plans to account for testing of new features with all releases.
• Work with others on the Application Support team to support maintenance of user access to Maestro Care EHR systems and track changes.
• Provide both business and after hours on-call support for issues pertaining to production: including the analysis, prioritization and implementation of requested changes, analysis of new functionality, coordination of software release updates, system testing and interface enhancements
• 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 application deployment(s), management and testing tasks within defined timeline
• Build, test, and debug Epic application(s) to ensure the system meets end user requirements
• Responsible for writing and executing test plans, documenting and resolving defects within Quality Center
• Document system and user procedures as necessary within ServiceNow
• Makes oral and written presentations to project teams, management, and other departments
• Coordinates and operationalizes simple to complex projects with direction
• Identifies areas for procedural improvements. Provides detailed specifications describing functions to be automated
• Work closely with report writers to ensure all operational and regulatory reporting needs are met including reports necessary to comply with regulatory requirements
• Provide oversight within identified development and production support meetings, reviews, and design sessions as assigned

Level 3

In addition to the duties described for the Level 2, the Level 3 will:

• May function as a technical leader in managing the documentation, assisting with prioritization, and working with analyst to resolve identified deployment issues through the use of Epic's Sherlock tracking systems

o Optimizes departmental and interdisciplinary resources to maximize team

o Has a leadership role in the evaluation and revision of existing information systems

o Assist in the on-boarding of new team members, ensuring they are trained on all technical aspects of their position

o 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

• May function as a team leader, responsible for supporting management in day-to-day personnel oversight and workflow management activities across the application team, providing guidance and support where applicable, overseeing performance management, and ensuring departmental coverage is maintained.

o 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

o 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

Required Qualifications at this Level

EPIC ASSESSMENT: Candidates for this position may be required to

complete a formal Epic assessment as part of the hiring process. The assessment

is designed to identify candidates whose skills most closely align with the

position requirements.

Education/Training: Bachelors degree in a related clinical or technical field, or four years of equivalent technical experience required.

LICENSE/CERTIFICATION:

LEVEL 1: 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 timeline defined by Maestro Care policies and procedures.

LEVEL 2: Epic certification in an area of application support of a technical or support nature required within timeline defined by Maestro Care policies and procedures.

LEVEL 3: Epic certification in an area of application support of a technical or support nature required within timeline defined by Maestro Care policies and procedures.

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Experience: Level 1: One - two years of related experience is required. Radiant/Ambulatory clinical experience is strongly recommended.

Level 2: Three to five years of related experience is required. Radiant/Ambulatory clinical experience is required.

Level 3: Five years or greater of related experience is required. Radiant/Ambulatory clinical experience is required.

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Skills: LEVEL 1:

Customer service

Critical thinking

Statistical reporting

Data coding - general

Data analysis and trending

Effective oral and written communication

Application configuration

User technical support/training

Ability to translate business process into a technical solution

LEVEL 2: In addition to the KSAs described for the Level 1, the Level 2 will demonstrate:

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)

LEVEL 3: In addition to the KSAs described for the Level 2, the Level 3 will demonstrate:

Ability to lead discovery sessions

Advanced technical consultation and support

Ability to design complex information systems

Financial procedures

Implementation of complex information systems

The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.

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Essential Physical Job Functions:

Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.