Application Analyst - Maestro Care Solutions Analyst

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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.

Occupational Summary

The Ambulatory Solutions Application Analyst is primarily responsible for developing, deploying, training, and providing post-implementation support for the Maestro Care Electronic Health Record (EHR) across ambulatory workflows. Responsibilities include planning, performing, managing, and supporting identified Maestro Care EHR users within the Duke Health environment. This support extends to the Ambulatory Solutions suite of modules, including EpicCare Ambulatory, Phoenix, Kaleidoscope, Care Everywhere, Haiku/Canto, Nurse Triage, Bones, Rehab, and other necessary Epic modules and third-party integrated applications.

Working closely with Epic and other Maestro Care application teams to create and execute deployment tasks, interpret clinical workflows, and participate in the build, testing, and support of Ambulatory Solutions applications. Advising and assisting with educational issues, including cross-training team members, end-users, and the DHTS Service Desk through face-to-face interactions, phone or email communications, and training classes. Participating in daily on-call rotations to provide production support and Core Ops error management.

Partnering with providers and clinical staff to improve their knowledge and fluency within Maestro Care as needed, coordinating virtual and on-site assistance to support the growth and expansion of clinics under the Duke Health umbrella. Facilitating Epic support during implementation phases to enhance knowledge transfer and promote proficiency in utilizing the application and providing liaison services between Maestro Care and identified Super User and End User resources throughout all DPC and DHIP clinics and Community Connect customers. These services include participating in design 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 Duke Health.

Reports To:     IT Manager

Work Performed

Level 1

• Obtain additional Epic certification and proficiency as defined by management through 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, including troubleshooting and the configuration and testing of software.
• 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 simple tasks and portions of larger information system projects with direction.
• Identifies internal resources to build project team efficiency.
• Updates system, operational, and department documentation.
• Recommend areas for process improvement.
• Adhere to organizational policies and procedures defined within Maestro Care.
• Review, evaluate, and complete NOVA assignments by established deadlines, including associated build as required, for monthly SUs, Upgrades, and other system-assigned updates (i.e., IMO, FDB, CPT, etc.) as defined by management.
• Ability to initiate and follow change management processes for minor system updates.
• Engage in daily on-call duties to triage production support requests, manage error queues, and perform validation tasks outside of regular business hours.
• Serve in the daily PRD Core Ops error management rotation during standard business hours to monitor, validate, and resolve system issues.
• Perform other related duties incidental to the work described herein.

Level 2
In addition to the duties described above 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 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 module deployment(s), management, and validation tasks within a defined timeline.
• Independently interprets and analyzes systems, data, and information.
• Develop and document system and user procedures.
• Makes oral and written presentations to project teams, management, and other departments.
• Coordinates and operationalizes 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.
• Participate as an Ambulatory representative for designated workgroups assisting with feasibility and management of requests.
• May assume project coordinator responsibilities for assigned initiatives, including defining scope and milestones, coordinating resources and dependencies, tracking risks and deliverables, communicating status, and supporting a smooth and timely implementation.
• Perform other related duties incidental to the work described herein.

Level 3
In addition to the duties described above Level 3 will:

• Responsible for writing and executing test plans, and documenting and resolving defects. Managing defect resolutions to ensure timelines are met.
• Serve as a lead in managing the documentation, assisting with prioritization, and working with analysts to resolve identified deployment issues using Epic’s Nova and Sherlock tracking systems.
• Assist in bridging gaps between a variety of technical teams DHTS-wide, leveraging a broad and diverse technical background to facilitate collaboration and communication.
• 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.
• Serve as IT Liaison for designated stakeholders and/or governance groups, assisting with technical feasibility reviews and managing requests throughout the optimization lifecycle.
• 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.
• Demonstrate several years of experience as an EpicCare Ambulatory analyst, including extensive independent system design and build, configuration, troubleshooting, and optimization across complex ambulatory workflows.
• Assisting with or leading comprehensive application testing and validation efforts, including the development and execution of test plans, coordination of integrated and regression testing, defect resolution, and collaboration with clinical, operational, technical, and vendor teams as necessary.
• Responsible for helping to manage version skew/cutover reports, organizing manual vs content management changes, coordinating with training team to schedule analyst/trainer knowledge review meetings, ensure command center staffing schedule is complete and schedule/coordinate pre-dryrun prep meetings.

• Perform other related duties incidental to the work described herein.

Behaviors/Soft Competencies:

Advancement to Level 3 or above requires the employee, at a minimum, to 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. Theexhibited 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.

Required Qualifications

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.