Application Analyst - Epic Inpatient

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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.

DHTS APPLICATION ANALYST (EPIC INPATIENT)

The Maestro Care Inpatient Application Analyst is primarily responsible for the development, deployment, post-implementation support, product design and testing cycles of the Maestro Care (Epic) Inpatient Electronic Health Record (EHR). This includes planning, performing, managing, and supporting identified supported application users in the Duke environment. Modules supported by the Inpatient team include Clinical Documentation (including Rehab and Case management), Orders (including Infection Control), Emergency (ASAP), Obstetrics (Stork), and Home Care and Hospice (Dorothy/Comfort) and third-party integrated applications. This includes managing supported application users in the Duke environment. 

The incumbent will work closely with Epic and other Maestro Care applications staff to create and carry out deployment tasks, clinical workflow interpretation, and participate in Maestro Care Inpatient application build, testing and support. The analyst will advise and assist with educational issues, including cross-training of team members, end-users and DHTS Service Desk via face-to-face, phone or email and training classes. The analyst will act as Maestro Care Inpatient EHR application expert for base functionality, updating test plans to account for testing of new features with all releases. They will participate 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 Inpatient EHR. Their responsibilities will also include working with others on the Application Support teams to manage user access to Maestro Care Inpatient EHR systems and track changes. 

The analyst will participate in daily (to include night/weekend) call rotations to provide production support and error management, partner with providers and clinical staff to improve their knowledge and fluency within Maestro Care as needed, and coordinate virtual and on-site assistance to support the growth and expansion of Duke Health. This analyst will facilitate Epic support during all phases of implementation, to enhance knowledge transfer and promote proficiency in utilizing the application(s), providing liaison services between Maestro Care and identified Super User and End User resources.

The analyst may be expected to have Epic certification/proficiency/badge in any of the modules supported by the team as determined by the manager.

Although this position is primarily remote, occasional on-site presence may be required at DHTS offices for testing or at one of our hospitals to support command center activities during new application deployments. If on-site work is not feasible due to your location, you may be expected to provide additional on-call support.

Level 1 Analyst will, at a minimum:
Obtain initial or additional Epic certification and proficiency as defined by management through a combination of classroom instruction at Epic (Madison, Wisconsin), self-directed learning, multiple project assignments and competency exams.
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, business and after hours, including troubleshooting and the configuration and testing of software. Escalates challenges and barriers appropriately.
Ensures security of technology solutions with supervision.
Participates in planning and providing customer training sessions on system use or revisions.
Contributes to oral and written presentations as part of a project team, with supervision. 
Completes simple tasks and moderately complex tasks or portions of larger information system projects with direction.
Appropriately identifies internal resources to answer questions and assist with build or problem solving.
Adhere to organizational policies and procedures and follow all change control processes defined within Maestro Care. Ensure there are no policy breaches reported by Change Management.
Achieve assignment deliverables in support of improved Service Line functionality. Ensures deadlines are met and if needing to change outlines reasons appropriately. Completes within scope of request and escalates to manager when customer is requesting changes/build beyond initial request.
Perform basic 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.
Review, evaluate and complete NOVA assignments per established deadlines, including associated build as required, for monthly Sus, Upgrades and other system assigned updates (ice. IMO,FDB,CPT,SUs,etc).

Execute application specific test plans, documenting failures and escalating appropriately.

Recommend areas for process improvement. 

Perform other related duties incidental to the work described herein.

Level 2 Analyst 
In addition to Level 1 competencies, Level 2 will, at a minimum:

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 training classes. 
Function as a Maestro Care EHR application expert for base functionality.  Review test plans to account for the testing of new features with all releases. Assist in the design and specification of bug fixes to ensure they meet the needs of Duke Health, as well as participate in design sessions and review of specifications for new features and enhancements in the Maestro Care EHR.  
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

Manage the documentation, resolution and completion of identified deployment issues and tasks.

Independently build, test, and debug Epic application(s) 75-85% of the time to ensure the system meets end user requirements.

Responsible for writing and executing test plans for Sanity checks/scripts with monthly SUs, Upgrades and module workflows to include documenting and resolving defects as they arise.

Develop and document system and user procedures, to include support documentation in OneNote and Service Now.
Develop report specifications and work closely with report writers to ensure all operational and regulatory reporting needs are met. 
Make 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 and provides possible solutions. Provides detailed specifications describing functions to be automated.
Demonstrates a good understanding of supported Epic applications, department workflows, data collection, report details, and other technical requirements associated with Epic software as they relate to system design and build decisions.

Demonstrates a good understanding of supported Epic applications, department workflows, data collection, report details, and other technical requirements associated with Epic software as they relate to system design and build decisions.

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.

Level 3 Analyst/Tech Lead
In addition to Level 1 and 2 competencies, Level 3 will, at a minimum:

Independently Build, test, and debug Epic application(s) >90% if the time to ensure the system meets end user requirements.
Independently manages complex project efforts within scope and on time, ensuring issue and risk logs are kept and status reports are maintained.
Serve as lead in managing the documentation, assisting with prioritization, and working with analyst to resolve identified deployment issues through the use of Epic’s Nova and Sherlock tracking systems.
Provides technical leadership and oversight within team meetings, Issue reviews, design sessions and in capacity of IT Liaison to our Stakeholder groups.
Has a solid understanding of health system workflows, data collection, report details, and other technical requirements associated with Epic software as they relate to system design and build decisions.
Leads cross functional/cross application team efforts and Workgroup efforts. Assists in bridging gaps between a variety of technical teams DHTS-wide, leveraging a broad and diverse technical background to facilitate collaboration and communication. 
Actively participates and functions as Inpatient representative within tiered DHTS huddles. 
Independently takes on leadership role in the oversight and maintenance of integrated products and tools.
Serve as lead in managing system changes needed to comply with CMS, TJC, MU and other regulatory agencies and compliance items as identified and per established deadlines.
Serves as overall lead for Epic upgrade implementations helping to coordinate and oversee dry runs, version skew/cutover reports, and organizing manual vs. content management changes.  Managing the night of cutover to ensure identified changes are successfully migrated to PRD and documented within ServiceNow.  Serving as POC on Technical Bridge and managing issue resolutions where needed. 
Responsible for managing escalations from Epic (Care Concerns, SPREs, PSE, etc.), Duke Health (Safety Reporting System) and Nova review/oversight pertaining to the analysis of release notes, reporting metrics, validation, and resolution prior to implementation of designated RA and /or SU provided by Epic.
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.
Within the framework of Quality First, independently identify areas for improvement, propose solutions, and implement them to completion. Ensure that workflows benefit the team or customers. Analysts can accomplish this within a single team or across multiple teams within Maestro Care and other DHTS teams. 
Behaviors/Soft Competencies:
Advancement to level 3 or above requires employee, at a minimum, successfully attain the following:
 
 The following measures can help create a fair and comprehensive evaluation process for promotions, ensuring that the most deserving employees are recognized and given opportunities to advance.
·    Proven ability to work at the next level: This involves demonstrating the skills and competencies required for the next level of responsibility. Employees should have demonstrated that they can handle tasks and challenges that are typically associated with a higher position.
·    Potential to serve beyond the next level: This measure looks at the employees’ long-term potential and their ability to grow within the organization. The employee should have the vision, ambition, and capability to take on even greater responsibilities in the future.
·    Consistently demonstrates a values-based approach in how they work: Employees should consistently exhibit behaviors and decision-making processes that align with DUHS values. The exhibited values are integrity, teamwork, diversity excellence and safety.  Patient-focused is also critical to success.
·    Is considered one of the top performers at their level across the organization: This measure evaluates the employee's overall performance and reputation within DHTS. Top performers are often recognized for their exceptional contributions, reliability, and ability to exceed expectations.  We will select the best and not the best available.

Bachelor degree, preferably in computer science or a clinical field, or offsetting clinical or IT experience. Prefer clinical experience in an inpatient or Acute setting.

Level 1- One year of related experience.
Level 2- Three years of related experience.
Level 3-Five or more years of related experience

Level 1 -- If applicable, maintenance of North Carolina licensure or certification in related clinical discipline is required for all levels.
Level 2 and 3 -- In addition to the requirements described for the Level 1, these levels require: Epic ClinDoc, Orders, ASAP, Stork, or DoCo certification. 

Valid driver’s license
•    Strong problem-solving and customer service skills
•    Attention to detail and strong critical thinking 
•    Demonstrated written, verbal and follow-up skills.
•    Application configurations 
•    User technical support/training 
•    Ability to translate business processes into technical solutions. 
•    Data analysis and trending  
•    Prioritization and time management of deliverables 
•    Design specifications for information systems. 
•    Knowledge and experience with implementation of health care IT systems 
•    Maintenance of information systems 
•    Collaboration Skills 
•    Quality assurance (may be required) 
•    Adult learning and training methods (may be required) 
•    Knowledge of project management to manage deliverables 
•    Leadership and advanced problem-solving skills 
This job description intends 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 position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.