Application Analyst - Maestro Care Concierge Level 2
Duke University Health System
At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together. 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 Maestro Care Concierge 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.
?Assists with implementing 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
?Assist in reviewing and evaluating NOVA assignments per 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.
?Participates in the daily business hours PRD on-call rotation to triage and assist with production support requests.
?Participates in the daily business hours PRD Core Ops error management rotation.
?Perform other related duties incidental to the work described herein. Level 2 In addition to the duties described above the 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.
?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.
?Develop and document clinical workflows and user procedures.
?Makes oral and written presentations to project teams, management, and other departments.
?Identifies areas for procedural improvements. Provides detailed specifications describing functions to be automated.
?Perform other related duties incidental to the work described herein. Level 3 In addition to the duties described above the Level 3 will:
? Assist in coordinating new clinic and service line acquisitions, including project planning, timeline management, stakeholder communication, go-live activities, and tracking of IT and operational information.
? Partner with operational leadership in discovery and readiness processes for new clinics, providing onsite SME guidance and assessing clinical, and operational workflows to ensure successful transitions to Maestro Care.
? Assist in reviewing technology contracts and coordinating vendor demos and discussions as needed.
? 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.
? Conduct office hours to provide technical guidance and education to team members weekly as defined by management.
? 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.
?Level 3 will not participate in the PRD Core Ops error management rotation.
?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 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 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. Required Qualifications
Education/Training:
License/Certification
Bachelor's degree in a related clinical or technical field, or four years of equivalent technical experience required
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 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 3: 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
Experience:
Level 1: A minimum of one year of related experience is required, with a strong recommendation for ambulatory and clinical experience
Level 2: A minimum of three years of related experience is required, with a strong recommendation for ambulatory and clinical experience
Level 3: A minimum of five years of related experience is required, with a strong recommendation for ambulatory and clinical experience
Skills:
?Customer service and Collaboration Skills
?Attention to detail and strong critical thinking
?Effective oral and written communication
?Ability to translate business processes into technical solutions
?Data analysis and trending
?Prioritization and time management of deliverables
?Design, Implementation and maintenance of information systems
?Quality assurance (as needed)
?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.
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.
?Assists with implementing 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
?Assist in reviewing and evaluating NOVA assignments per 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.
?Participates in the daily business hours PRD on-call rotation to triage and assist with production support requests.
?Participates in the daily business hours PRD Core Ops error management rotation.
?Perform other related duties incidental to the work described herein. Level 2 In addition to the duties described above the 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.
?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.
?Develop and document clinical workflows and user procedures.
?Makes oral and written presentations to project teams, management, and other departments.
?Identifies areas for procedural improvements. Provides detailed specifications describing functions to be automated.
?Perform other related duties incidental to the work described herein. Level 3 In addition to the duties described above the Level 3 will:
? Assist in coordinating new clinic and service line acquisitions, including project planning, timeline management, stakeholder communication, go-live activities, and tracking of IT and operational information.
? Partner with operational leadership in discovery and readiness processes for new clinics, providing onsite SME guidance and assessing clinical, and operational workflows to ensure successful transitions to Maestro Care.
? Assist in reviewing technology contracts and coordinating vendor demos and discussions as needed.
? 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.
? Conduct office hours to provide technical guidance and education to team members weekly as defined by management.
? 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.
?Level 3 will not participate in the PRD Core Ops error management rotation.
?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 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 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. Required Qualifications
Education/Training:
License/Certification
Bachelor's degree in a related clinical or technical field, or four years of equivalent technical experience required
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 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 3: 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
Experience:
Level 1: A minimum of one year of related experience is required, with a strong recommendation for ambulatory and clinical experience
Level 2: A minimum of three years of related experience is required, with a strong recommendation for ambulatory and clinical experience
Level 3: A minimum of five years of related experience is required, with a strong recommendation for ambulatory and clinical experience
Skills:
?Customer service and Collaboration Skills
?Attention to detail and strong critical thinking
?Effective oral and written communication
?Ability to translate business processes into technical solutions
?Data analysis and trending
?Prioritization and time management of deliverables
?Design, Implementation and maintenance of information systems
?Quality assurance (as needed)
?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.
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 on the 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.
As a world-class academic and health care system, Duke Health strives to transform medicine and health locally and globally through innovative scientific research, rapid translation of breakthrough discoveries, educating future clinical and scientific leaders, advocating and practicing evidence-based medicine to improve community health, and leading efforts to eliminate health inequalities.
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