Application Analyst - Clinical Informaticist - Level I & II

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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.

General Description of the Job Class

The Clinical Informaticist implements, evaluates, and supports technology solutions for patient care. This includes the Maestro Care (Epic) electronic health record (EHR) and other clinical information systems. Clinical roles and users supported includes nursing, allied health, and providers. In addition, the Clinical Informaticist will participate in design for optimization requests and new features.

Acts as a primary resource for clinical users, troubleshooting issues promptly, coaching on system use, and serving as a liaison between frontline staff and technical teams. The Clinical Informaticist identifies problems, determines clinical workflow, designs solutions, develops user reference materials, coordinates user testing, and provides ongoing support.  The incumbent collaborates closely with clinical users, operational management, medical/nursing informaticists, Patient Care Technology Education trainers, and Duke Health Technology Solutions (DHTS) applications staff. Serves as a Maestro Care EHR application expert for core workflows at Duke Health Lake Norman Hospital (DLNH) including perioperative, obstetrics, inpatient, and emergency department. This position will provide onsite support for DLNH and will additionally support enterprise go lives at other facilities. Reports to the Chief Nursing Information Officer (CNIO).

Duties and Responsibilities

Level 1

• Obtain and maintain Epic certification and/or proficiency as defined by management which may include a combination of virtual classroom instruction, self-directed learning, project assignments, and competency exams within the defined timeline.
• Provide both business and after hours (nights and weekends) support for clinical system issues, including troubleshooting and coaching users on user level preferences/ configuration. Ensures timely resolution and clear communication with users.
• Guide users through incident reporting and service request processes, ensuring accurate documentation and follow-up.
• Monitor user feedback to identify recurring issues and escalate appropriately.
• Leads design sessions with users, management, and Maestro Care applications staff to review problem, identify solution options, and determine best solution recommendation. Recommend areas for process improvement. Facilitates development of SBARs and use of clinical IT governance committees to get requests approved and prioritized.
• Participates in data collection and analysis to determine effectiveness of system changes. Interprets and analyzes systems, data, and information with supervision.
• Implements change management plans to keep stakeholders, users, and leadership informed/supportive of key projects, optimization efforts, and upgrades.
• Participates in planning and providing customer updates to Super-User groups in collaboration with the informatics educators.
• Collaborates with informatics educators on the clinical workflows and associated training needs for clinical users related to orientation, system revisions, and system upgrades.
• Implements applications, tools, processes, and structures that assist end users with the management of data in their clinical or business unit.
• Designs solutions to support best practice, patient safety, usability principles, and alignment with regulatory and accreditation standards. Remains cognizant of security protocols, confidentiality, privacy concerns, and access issues in system design, implementation, and support of users.
• Participates in Nova Note review for Maestro Care releases/updates/upgrades to determine impact to clinicians and workflows.
• Serves on committees, task forces, learning from defects, root cause analysis, and other work groups related to clinical information systems and documentation.
• Makes oral and written presentations to project teams and management.
• Updates user, operational, and department documentation including downtime procedures.
• Coordinates and operationalizes simple to moderately complex projects with supervision.
• Perform other related duties incidental to the work described herein.

Level 2

In addition to the duties described for level 1:

• Perform in-depth analysis of user department workflows, data collection, report specification details, and other complex issues associated with Epic and other clinical software as they relate to system design and solution decisions.
• Provides detailed specifications describing functions to be automated.
• Develops and implements change management plans to keep stakeholders, users, and leadership informed/supportive of key projects, optimization efforts, and upgrades.
• Chairs committees, task forces, and other work groups related to clinical information systems and documentation.
• Coordinates and operationalizes simple to complex projects with direction.
• Develops, evaluates, and documents user, operational and department documentation including downtime procedures.
• Leads process improvement initiatives in targeted areas.
• Ensure requests for changes follow the appropriate process for approval and prioritization by Stakeholder Groups (SHGs). Represent clinical user needs in governance and design discussions, ensuring solutions align with workflow and usability standards.

Level III

In addition to the duties described for level 1 and 2:

• Mentors others in the analysis of workflows, development of specifications, and design of solutions to problems.
• Applies best practices and evidence-based practice to clinical information systems.
• Serve as chair or co-chair of key governance groups or SHGs. Leads other committees and task forces.
• Makes oral and written presentations to project teams, management, other departments, and senior leadership.
• Direct and coordinate complex projects with minimal guidance.
• Identifies and implements areas for process, workflow, and procedural improvements.
• Collects data before and after system changes to analyze and evaluate the effectiveness.
• Precepts informatics nurses and graduate students in informatics. Serves as professional role model to others.

Required Qualifications

Education (All Levels)

Requires a bachelor’s degree in related clinical or technical related field, or four years of equivalent informatics/technical experience required. A master’s degree in health informatics is preferred.

Experience

Level 1: A minimum of one year of related experience is required, with a strong recommendation for inpatient and clinical experience

Level 2: A minimum of three years of related experience is required, with a strong recommendation for inpatient and clinical experience

Level 3: A minimum of five years of related experience is required, with a strong recommendation for inpatient and clinical experience

Licensure, and/or Certification (All Levels)

If applicable, maintenance of North Carolina licensure or certification in related clinical discipline is required for all levels. Prefer certification as an Informatics Nurse (NI-BC) by the American Nurses Credentialing Center, CPHIMS by HIMSS, or other relevant/qualified certification. Strongly prefer Epic Clinician Builder certification/proficiency.

Knowledge, Skills, and Abilities

Level 1:

• Knowledge of standards and scope of clinical informatics.
• Rapidly learns, uses, and supports new software programs.
• Strong customer service skills with ability to communicate technical concepts in user-friendly language to all levels of users.
• Remains calm and effective under pressure, prioritizing urgent support needs.
• Proficiency in documenting issues and solutions for knowledge sharing and continuous improvement.
• Ability to translate business or clinical processes into requirements for a technical solution.
• Promotes change in a positive manner that supports all employees.
• Independently seeks out resources and solves complex problems even under stressful and/or crisis situations.
• Applies knowledge of adult learning theory.
• Organizes multiple work streams, prioritizes work efforts, and remains focused.
• Prepares and deliver reports and presentations.

Level 2:

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

• Facilitates meetings and leads groups.
• Develops design specifications for information systems.
• Applies knowledge of project management principles to manage deliverables, issues, and risks.
• Use quality improvement techniques to improve the outcomes of clinical information systems.
• Advanced knowledge of information technology and its applications to healthcare.

Level 3:

In addition to the KSAs described for Level 1 and 2, Level 3 will demonstrate:

• Provide leadership in clinical informatics and in meeting organizational goals.
• Conducts formative and summative evaluation of information technology changes.
• Expert knowledge of clinical information systems.

Distinguishing Characteristics

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.

Duke University is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, (including pregnancy and pregnancy related conditions), sexual orientation, or military status.

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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.