APPLICATION ANALYST

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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.

Job Title: DHTS APPLICATION ANALYST (Ambulatory Solutions – Maestro Care Concierge)    Job Code: 3839
Occupational Summary
The primary responsibility of the Maestro Care Concierge is to conduct new provider efficiency sessions and offer technical and educational support to ambulatory clinics within Duke Health. The role involves collaborating with providers and clinical staff to enhance their understanding and proficiency in using Maestro Care. Additionally, the Maestro Care Concierge team coordinates both virtual and on-site assistance, as needed, to support the growth of clinics within Duke Health and affiliated Community Connect sites. During the implementation phases, the team facilitates Epic support to promote knowledge transfer and proficiency in Maestro Care application usage.
The incumbent serves as a liaison between Maestro Care, and the IT project team, and identified Super User and End User resources across DPC, DHIP clinics, and Community Connect customers. This includes active participation in design sessions and the review of specifications for implementing the Maestro Care Ambulatory EHR. They also contribute to specifying bug fixes, new features, and enhancements over time, ensuring alignment with the needs of the Duke environment.
The Maestro Care Concierge engages in deployment tasks, interprets clinical workflows, participates in Ambulatory EHR application testing and support, and engages in other related health system initiatives.
Work Performed
•    Serve as the primary liaison for designated specialty/clinics, ensuring consistent availability to address inquiries and offer valuable insights.
•    Provide personalized efficiency virtual sessions to new providers for assigned specialties/clinics.
•    Foster a synergistic partnership with leadership within specialty/clinics.
•    Cultivate a collaborative partnership with the Physician Champions.
•    Attend training and develop advanced knowledge of approved processes and workflows within Maestro Care.
•    Provide assigned end users with expertise on application functionality and informal hands-on efficiency.
•    Participate in monthly rotation as primary Charge Analyst and Core Ops duties.
•    Provide systems support, including troubleshooting and the configuration and testing of software.
•    Assist with daily production maintenance tasks where needed (e.g., workqueues, In Basket, eRX failures, etc.).
•    Participate in monthly system validation, as well as any unscheduled system update validations as needed.
•    Proactively complete assigned Maestro Care EHR application deployment(s) tasks, management, and proficiency tasks within the defined timeline for new clinic acquisitions.
•    Manage the documentation, resolution, and completion of identified deployment issues and tasks.
•    Participate in identified development and production support meetings, reviews, and design sessions, as assigned.
•    Develop and document system and user procedures and quick tips as needed.
•    Adhere to organizational policies and procedures and follow all change control processes for the Maestro Care Ambulatory EHR.
•    Help clinic to analyze requested changes, analysis of new functionality, coordination of software release updates, and interface enhancements.
•    Participate in health system initiatives per senior leadership.
•    If certified or proficient in the application, keep the status current.
•    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.
•    Identify areas for workflow improvements to include detailed tip sheets and/or lunch and learns with clinics.
•    Participate in workflow projects within a specialty.
•    Function as a liaison between the clinic and other Maestro Care EHR applications to help resolve issues.
•    Provide oversight within identified development and production support meetings, reviews, and design sessions for assigned specialties.
•    Advise and assist with educational issues, including cross-training of team members, end users, and DHTS service desk via email or virtually.
•    SmartTool build and other builds as approved by leadership within Maestro Care EHR using approved change control process.

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.
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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 description.

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