Application Analyst - Hospital Billing - Level 1 or 2

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Occupational Summary </spa n>

The Application Analyst is primarily respo nsible for designing, developing, deploying, and prov iding post-implementation technical support for the Maestro Care (MC) Electronic Health Record (EHR) across service access and reve nue cycle workflows. Responsibilities include planning, performing, mana ging, and supporting identified Maestro Care EHR users within the Duke H ealth environment. This support extends to MC Hospital Billing (H B) Claims, Charge Router, Price Estimates, Contracts, Finan cialAssistance, Dorothy & Comfort Revenue Cycle (Billing and Intake ) and Research/Client Billing modules.

Work closely with Epic and other Maestro Care application tea ms to create and execute deployment tasks, interpret revenue cycle workf lows, and participate in the build, testing, and support of MC HB applic ation. Advising and assisting with educational issues, including cross-t raining team members, trainers/SMEs, and the DHTS Service Desk through f ace-to-face interactions and phone or email communications. Participatin g in a 24/7 production on-call rotation to triage and assist with incomi ng support requests.

Partner with operational staff to improve their knowledge and flue ncy within Maestro Care as needed, coordinating virtual and on-site assistance to support the growth and expansion of clinics under the Duke Hea lth umbrella. Facilitate Epic support during implementation phases to en hance knowledge transfer and promote proficiency in utilizing the applic ation and provide liaison services between Maestro Care and identified S uper User and End User resources throughout all DPC and DHIP clinics and Community Connect customers. These services include participating in de sign sessions, reviewing specifications for the implementation of the Maestro Care EHR, and specifying bug fixes, new features, and enhancements over time to ensure they meet the needs for providing patient care at D uke Health.  

Behaviors/Soft Competencies

Advancement to Level 3 or above requires the employee, at a minimum, to successfully attain the following:

The following measures ca n help create a fair and comprehensive evaluation process for promotions , ensuring that the most deserving employees are recognized and given op portunities to advance.

Proven ability to w ork at the next level: This involves demonstrating the skills and competencies required for the next level of responsibili ty. Employees should have demonstrated that they can handle tasks and ch allenges that are typically associated with a higher position.</p >

Potential to serve beyond the next level</str ong>: This measure looks at the employee's 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 responsibi lities in the future.

Consistently demonstr ates a values-based approach in how they work: Emp loyees should consistently exhibit behaviors and decision-making process es that align with DUHS values. The exhibited values ar e integrity, teamwork, diversity excellence, and safety.  Patient-focuse d is also critical to success.

Is considere d one of the top performers at their level across the organization</span >: This measure evaluates the employee's overall performa nce and reputation within DHTS. Top performers are often recognized for their exceptional contributions, reliability, and ability to exceed expe ctations.  We will select the best and not the best available.</p >

Required Qualifications  </span >

Education/Training: 

Lice nse/Certification 

< span>Bachelor's degree in a related clinical or technical field, or fo uryears of equivalent technical experience required 

LEVEL 1: If applicable, maintenance of North Carolina licensure or certification in related clinical disci pline is required for all levels 

Epi c proficiency in an area of application support of a technical or supp ort nature required within the timeline defined by Maestro Care polici es and procedures 

LEVEL 2:</ span> If applicable, maintenance of North Carolina licens ure or certification in related clinical discipline is required for al l levels 

Epic proficiency in an area of application support of a technical or support nature required with in the timeline defined by Maestro Care policies and procedures </span >

LEVEL 3: If applicable, maintenance of North Carolina licensure or certification i n related clinical discipline is required for all levels </ span>

Epic certification or proficiency in Hospital Bil ling is required 

Skills:  

Level 1</sp an>

Certifications, Educati onand Team Process

Obtain initial or additional Epic certification and proficiency as defined b y management through a combination of Epic classroom (at Epic, Madison WI), virtual Epic classes or remote self-directed learning, successfu lly completing associated projects and exams.

Co ntributes to oral and written presentations as part of a project team, with supervision.

Adhere to organizational polic ies and procedures and follow all change control processes defined wit hin Maestro Care

Achieve project and assignment deliverables in support of improved Service Line functionality. </span >

Completes work within scope of request and escalates to manager when customer is requesting changes/build beyond initial re quest.

Adhere to organizational policies and pro cedures and follow all change control processes defined within Maestro Care

Ensures deadlines are met and if needing to change outlines reasons appropriately.

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Technical Support and Build</ span>

Interprets and analyzes syste ms, data, and information with supervision.

Imp lements applications, tools, processes, and structures that assist end users with the management of data in their business unit.

Provides systems support to end users during business and after hours/weekends by participating in an on-call rotation. Follows escalation processes for issues that unable to resolve independently.

Troubleshoots technical issues through review a nd testing and escalating to Epic appropriately.

M aintain adherence to security processes to ensure safety of the enviro nment

Completes moderately complex tasks and po rtions of larger information system projects with direction.

Review, evaluate and complete NOVA assignments per establi shed deadlines, including associated build as required, for monthly up dates/fixes, upgrades and other system assigned updates (ie. CPT, HCPC S, etc.)

Execute application specific test plans, documenting failures and escalating

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Customer Support and Communication</str ong>

Participates in planning of customer training by working alongside the training team on new functionality and /or retraining of technology.

Identifies interna l resources to answer questions and assist with build or problem solvi ng.

Updates system, operational and department documentation where relevant

Perform basic analys is of end user department workflows, data collection, report details, and other technical issues associated with Epic software as they relat e to system design and build decisions.

In recog nition of Quality First, recommends areas for process improvement</spa n>

Perform other related duties incidental to the work described herein.

Level 2

(Inclusive of all Level 1 responsibilities, in addition:

Certifications, Education and Team Process

Develop a nd document system and user procedures, to include support documentati on.

Makesoral and written presentations to pro ject teams, management, and other departments.

Id entifies areas for procedural improvements and provides workable solut ions. Provides detailed specifications describing functions to be auto mated.

Technical Support and Build< /strong>

Proactively manage and complete ass igned Maestro Care application build, testing and deployment(s) within defined timeline.

Demonstrates a good understan ding of supported Epic applications, department workflows, data collec tion, report details, and other technical requirements associated with Epic software as they relate to system design and build decisions.</s pan>

Prioritization and time management to ensure deliv erables meet timeline

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

Responsible for wri ting and executing assigned test plans for Sanity checks/scripts with monthly SUs, Upgrades/Integrated test plans and module workflows to in clude documenting and resolving defects as they arise.

Develop report specifications and work closely with report writ ers to ensure all operational and regulatory reporting needs are met.< /span>

Provide both business and after-hours support fo r issues around system production support including the analysis, prio ritization and implementation of requested changes, analysis of new fu nctionality, coordination of software release updates, system testing an d interface enhancements.

Responsible for defin ed area of Nova pertaining to the analysis of release notes, reporting metrics, validation, and resolution prior to implementation of design ated RA and /or SU provided by Epic.

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Customer Support and Communication

Perform in-depth analysis o f end user department workflows, data collection, report details, and other technical issues associated with Epic software as they relateto system design and build decisions

Manage the d ocumentation, resolution and completion of identified deployment issue s and tasks.

Coordinates and operationalizes simp le to complex projects with direction.

Level 3

(Inclusive of all Level 1 & 2 responsibilities, in addit ion:

Certifications, Education and Team Process

Identifies need for and proactively documents system and user proced ures/KB articles as necessary within ServiceNow andTeam OneNote.</spa n>

Proactively apprise management of emerging technical issues that may require attention. Ensuring processes and workflows a re up-to-date and effective, recommending changes, as necessary.< /p>

Technical Support and Build

Demonstr ation of advanced problem-solving skills

Has a s olid understanding of health system workflows, data collection, report details, and other technical requirements associated with Epic softwa re as they relate to system design and build decisions

Independently build, test, and debug Epic application(s)>90% o f the time to ensure the system meets end user requirements. </ p>

Responsible for Care Concern and Nova review/oversight p ertaining to the analysis of release notes, reporting metrics, validat ion, and resolution prior to implementation.

Customer Support and Communica tion

Within framework of Qua lity First, independently identifies area for improvement, associated solution and implements through to completion. The workflow is require d or will benefit the team or customers. Analysts can do thiswithin t he framework of a single team and ones cross-team within Maestro Care and other DHTS teams.

Leadership Responsibilities

Serve as lead in managing the documentation, assisting with p rioritization, and working with analysts to resolve deployment issues through Epic’s Nova and Sherlock tracking systems.

Provides technical leadership and oversight within team meetings, Iss ue reviews, design sessions and in capacity of IT Liaison to our Stake holder groups.

Independently takes on leadership r ole 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 complia nce items as identified and per established deadlines

Functions as an expert in multiple application modules and leads c ross functional/cross application team efforts and Workgroup efforts.< /span>

Independently manages assigned project as analys t/project coordinator within scope and on time, ensuring issue and risk logs are kept and status reports are maintained when appropriate</span >

Thisjob description intends to provide a representative and level of the types of duties and responsibilities that will be required of posit ions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any position. Empl oyees may be directed to perform job-related tasks other than those spec ifically presented in this description. 

Minimum Qualifications

Duke is an Equal Opportunity Employer committed to provi dingemployment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, geneticinformati on, national origin, race, religion,sex (including pregnancyand pregnan cy related conditions), sexual orientation or militarystatus.

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Duke aspires to create a community built on collaboration,inno vation, creativity, and belonging. Our collective success depends onthe robust exchange of ideas—an exchange that is best when the richdiversity of our perspectives, backgrounds, and experiences flourishes.To achieve this exchange, it is essential that all members of thecommunity feel se cure and welcome, that the contributions of allindividuals are respected , and that all voices are heard. All members ofour community have a resp onsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke University andDuke University Healt h System may include essential job functions thatrequire specific physic al and/or mental abilities. Additionalinformation and provision for requ ests for reasonable accommodation willbe provided by each hiring departm ent.

Education

Bachelor's degree in a related clinical or technical field, or fouryears of equivalent techn ical experience required.LICENSE/CERTIFICATION:LEVEL 1:If applicable, ma intenance of North Carolina licensure orcertification in related clinica l discipline is required for all levels.LEVEL 2:In addition to the requi rements described for the Level 1, theLevel 2 requires:Certification in an area of application support of a technical orsupport nature preferred .LEVEL 3:In addition to the requirements described for the Level 2, theL evel 3 requires:Certification in an area of application support of a tec hnical orsupport nature strongly preferred.

Experience

Degrees , Licensures, Certifications

N/A

Duke 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, sex (including pregnancy and pregnancy related conditions), sexual orientation or military status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends onthe robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

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.