APPLICATION ANALYST - Maestro Care Ambulatory

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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.

The Maestro Care Ambulatory 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. 
•    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. workqueues, In Basket, eRX failures, etc.)
•    Participates in monthly system validation, as well as 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
•    Provide both business and after-hours on-call support for issues about production: including the analysis, prioritization, and implementation of requested changes, analysis of new functionality, coordination of software release updates, system testing, and interface enhancements
•    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 above 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 the 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

 Required Qualifications 
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:    Bachelor's 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 the timeline defined by Maestro Care policies and procedures.
LEVEL 2: If applicable, maintenance of North Carolina licensure or certification in related clinical discipline is required for all levels.  
Epic certification or proficiency in EpicCare Ambulatory is required.

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Experience:    Level 1: One – two years of related experience is required.  Ambulatory clinical experience is strongly recommended. Level 2: A minimum of three to five years of related experience is required, with a strong recommendation for ambulatory and clinical experience.
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Skills:    •    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 processes into technical solutions
•    Knowledge of project management for managing deliverables
•    Design specifications, implementation, and maintenance of information systems
•    Quality assurance (may be required)
•    Ability to lead discovery sessions
•    Advanced technical consultation and support
•    Ability to design and implement complex information systems
•    Financial procedures
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 des

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