Job description


Duke Health Technology Solutions is a robust, specialized division of Duke University Health System dedicated to the development and management of enterprise IT systems. A 2018 ‘Most Wired’ health system, Duke is nationally recognized for IT and information management as the first healthcare system to achieve the Davies Award – highest honor by the Healthcare Information and Management Systems Society (HIMSS) – for inpatient, ambulatory and analytics health information technology capabilities. Our employees are among the top-skilled IT experts in the Triangle and partner with leading scholars, clinicians and researchers across Duke University and Duke Health to develop innovative technologies that support our mission of delivering tomorrow's healthcare today.

Duke University Health System Job Description:

Job Title: Team Lead – Pharmacy Application Support

Job Code: 5079 Clinical Pharmacist

Status: Full Time

Job Family: 10

Supervisory Responsibility: Yes

Hours per week: 40

Job Description

This position reports to the Pharmacy IT Manager, Maestro Care for Duke University Health System (DUHS) in a working Team Lead Capacity. The Pharmacy Application Support Team Lead assists in leading as well as performing a variety of complex clinical and technical activities to support both inpatient, ambulatory, and retail Pharmacy applications. Emphasis is on clinical content development and optimization for the Maestro Care Willow Ambulatory application, system administration, troubleshooting and resolving issues affecting clinical operational areas, ensuring application stability, drafting of operational policies and procedures, and supervising all aspects of application content management. The Team Lead will also play a pivotal role in the managing operational relationships, facilitating prioritization of optimization initiatives, aligning initiatives with organizational priorities, and tracking deliverables. They will partner with Pharmacy Management across the health system to identify opportunities for service alignment with DHTS and improved efficiency of IT services.

Epic Certification

If not currently certified in Willow Ambulatory, the employee hired for this position may be required to obtain Epic certification through a formal Epic training program requiring attendance at the training facilities in Verona, Wisconsin. Training may include classroom instruction, project assignments, competency exams, and e-learning classes. Failure to obtain Epic certification within the defined timeline for this position may result in termination.

Reports To

Pharmacy IT Manager – Willow, Beacon, Pharmacy Application Support

Essential Tasks/Responsibilities

  • Lead and supervise application analysts.
  • Actively contribute to the design, build, testing, implementation, analysis, and maintenance of the Maestro Care Willow Ambulatory (WAMB) application
  • Oversee the deployment & post go-live operations for all DUHS Retail Pharmacy Applications including Willow Ambulatory
  • Oversee multi-platform server infrastructure including new server installation, back-up management, OS patch management, security, and log monitoring.
  • Oversee the hardware maintenance, trouble shooting, component replacement/repair, system monitoring and installation/maintenance of software for Pharmacy systems..
  • Oversee the Enterprise-wide support of Omnicell systems including management of the Security Design Plans, patch management, Disaster Recovery planning and execution, and upgrades.
  • Identify areas for procedural and product improvements. Assess detailed specifications describing products/functionality to be improved, upgraded or implemented. Partner with clinical teams to understand clinical workflows to ensure they are supported efficiently with existing or new applications/devices.
  • Ensure application/data backup and disaster recovery processes are in place and tested.
  • Collaborate with Pharmacy Management on the achievement of project milestones and strategic initiatives, managing multiple priorities, and the identification and resolution of any potential barriers.
  • Work with DUHS and DHTS Leadership on the innovative design and deployment of tools focused on improving overall team performance, meeting of project timelines & deliverables and operational efficiency as well as the development of team policies and procedures focused on enhancing operational efficiency, streamlining processes and ensuring compliance with QA and change management best practices.
  • Serve as the IT Liaison to the Retail Pharmacy Governance Council, ensuring optimization efforts are approved and prioritized.
  • Ensure a customer service focus within the responsible groups and support a process for positive interaction between employees and their key customers.
  • Facilitate coordination and communication with other DHTS Teams including Maestro Care and other teams such as service desk, field services, reporting, and Clinical Education and Professional Development (training).
  • Facilitate the continuous improvement of optimization efforts and delivery of service to customers.
  • Lead and facilitate weekly team meetings (maintenance or optimization), with a focus on project milestones, information sharing, cross application integrated areas and appropriate resolution any identified issues or requests.
  • Work in partnership with all team members to analyze and provide a suitable response to customer requests for new projects and optimization/enhancement request, including the governance approval process & design of technical solutions to problems.
  • Work closely with specialized informatics teams to improve the codification and mining of Maestro Care data, as well as to identify new reporting & analytics opportunities.
  • Responsible for professional development planning, coaching, and performance reviews for direct reports.
  • Recruit, hire, and retain staff in an appropriate staffing structure to ensure consistent delivery of services to customers, including an on call support structure.
  • Ensure team compliance with appropriate policies, procedures, and documentation including change control and runbooks.

Education Required

  • Bachelor of Science in Pharmacy or Doctor of Pharmacy degree and a North Carolina Pharmacist's License

Skills/Experience Required

  • Experience as a clinical pharmacist in a retail practice setting
  • Ability to work independently, yet function well in collaborative team setting
  • Strong leadership, critical thinking and interpersonal skills are essential
  • Ability to demonstrate effective presentation, oral and written communication skills
  • Strong problem-solving and customer service skills

Skills/Experience Preferred

  • Duke Health System experience as a clinical pharmacist in a retail setting.
  • 2+ years of progressive informatics experience in an academic healthcare setting
  • Comprehensive understanding of healthcare information systems and associates system inputs/outputs.
  • Database structures / report writing
  • Troubleshooting / root cause analysis
  • Prior experience with large scale IT implementations and support of major clinical IT applications.
  • Relevant experience managing challenging technical projects and translating clinical needs into technological solutions is strongly preferred; prior experience writing reporting requirements is a plus.
  • Extensive working knowledge of change management procedures, system & application security and HIPPA compliance required.
  • Change Management
  • Epic certification in Willow or Willow Ambulatory
  • Knowledge of informatics nomenclature and data standards
  • Ability to understand clinical and business needs and translate into technical solutions
  • Experience with Project Management essentials
  • Knowledge of informatics nomenclature, HL7 interfaces, and data standards
  • Current working knowledge of new security and network monitoring technologies, applicable laws and regulations
  • Application Development Lifecycle

Required Qualifications at this Level


Doctor of Pharmacy Degree


BS Pharmacy Degree


With a BS Pharmacy degree, two years of pharmacy practice experience, or acceptable board certification, or completion of an accredited residency program and demonstrated ability to achieve positive patient outcomes in a similar environment is required.

With Doctor of Pharmacy degree, no experience is required.

Degrees, Licensure, and/or Certification

Licensed Pharmacist or eligible to practice pharmacy in North Carolina

Knowledge, Skills, and Abilities

Ability to communicate clearly in oral and written form.

Extensive knowledge of drug products, medical therapeutics, pharmacokinetics, and disease states. Ability to work with information systems, automated and technical equipment.

Ability to establish and maintain working relationships with various members of health care teams

Distinguishing Characteristics of this Level


Job Level: I2

Duke is an Affirmative Action/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, sexual orientation, or veteran 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.




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Job No:
Posted: 1/13/2021
Application Due: 4/13/2021
Work Type: Full Time