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.
The Maestro Care Radiant Application Analyst is primarily responsible for the development, deployment, training, post-implementation support, product design and testing cycles of the Maestro Care Electronic Health Record (EHR). This includes planning, performing, managing, and supporting identified Maestro Care EHR users in the enterprise environment.
May be required to obtain Epic certification and/or proficiency as defined by management through a combination of classroom instruction at Epic (Madison, Wisconsin), self-directed learning, multiple project assignments and competency examsParticipate in a team on-call rotation between the hours of 8am – 6pm Monday thru Friday as well as one weekend per month to assist with monitoring of Radiant supported processes
- Interprets and analyzes systems, data, and information with supervisionImplements applications, tools, processes and structures that assist end users with the management of data in their business unitProvides systems support, including troubleshooting and the configuration and testing of softwareAssist with daily production maintenance tasks where needed (ex. Work queues, In Basket, eRX failures, etc.)Participates in monthly system validation, as well any unscheduled system update validations as neededAbility to initiate and follow change management processes for minor system updatesEnsures security of technology solutions with supervisionParticipates in planning and providing customer training sessions on system use or revisionsAssists in making oral and written presentations to project teams and managementCompletes moderately complex tasks and portions of larger information system projects with directionIdentifies internal resources to build project team performanceUpdates system, operational and department documentationRecommends areas for process improvementAdhere to organizational policies and procedures and follow all change control processes defined within Maestro CarePerform other related duties incidental to the work described herein
In addition to the duties described for the Level 1, 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 via training classes. Act as a Maestro Care EHR application expert for base functionality. Update test plans to account for testing of new features with all releases. Assist 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 EHR. Updating test plans to account for testing of new features with all releases. Work with others on the Application Support team to support maintenance of user access to Maestro Care EHR systems and track changes.Provide both business and after hours on-call support for issues pertaining to production: including the analysis, prioritization and implementation of requested changes, analysis of new functionality, coordination of software release updates, system testing and interface enhancementsPerform 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 decisionsProactively complete assigned Maestro Care application deployment(s), management and testing tasks within defined timelineBuild, test, and debug Epic application(s) to ensure the system meets end user requirements Responsible for writing and executing test plans, documenting and resolving defects within Quality CenterDocument system and user procedures as necessary within ServiceNowMakes oral and written presentations to project teams, management, and other departmentsCoordinates and operationalizes simple to complex projects with directionIdentifies 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 requirementsProvide oversight within identified development and production support meetings, reviews, and design sessions as assigned
In addition to the duties described for the Level 2, the Level 3 will:
May function as a technical leader in managing the documentation, assisting with prioritization, and working with analyst to resolve identified deployment issues through the use of Epic’s Sherlock tracking systemsOptimizes departmental and interdisciplinary resources to maximize teamHas a leadership role in the evaluation and revision of existing information systemsAssist in the on-boarding of new team members, ensuring they are trained on all technical aspects of their positionProactively apprise management of emerging technical issues that may require attention. Ensuring processes and workflows are up-to-date and effective, recommending changes as necessary
May function as a team leader, responsible for supporting management in day-to-day personnel oversight and workflow management activities across the application team, providing guidance and support where applicable, overseeing performance management, and ensuring departmental coverage is maintained. 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 decisionsResponsible 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
Required Qualifications at this Level
EPIC ASSESSMENT: Candidates for this position may be required to
complete a formal Epic assessment as part of the hiring process. The assessment
is designed to identify candidates whose skills most closely align with the
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 timeline defined by Maestro Care policies and procedures.
LEVEL 2: Epic certification in an area of application support of a technical or support nature required within timeline defined by Maestro Care policies and procedures.
LEVEL 3: Epic certification in an area of application support of a technical or support nature required within timeline defined by Maestro Care policies and procedures.
Level 1: One – two years of related experience is required. Radiant/Ambulatory clinical experience is strongly recommended.
Level 2: Three to five years of related experience is required. Radiant/Ambulatory clinical experience is required.
Level 3: Five years or greater of related experience is required. Radiant/Ambulatory clinical experience is required.
LEVEL 1: Customer service Critical thinking Statistical reporting Data coding - general Data analysis and trending Effective oral and written communication Application configurationUser technical support/training Ability to translate business process into a technical solution LEVEL 2: In addition to the KSAs described for the Level 1, the Level 2 will demonstrate: Knowledge of project management to manage deliverables Design specifications for information systems Implementation of information systems Maintenance of information systems Quality assurance (may be required) Adult learning and training methods (may be required) LEVEL 3: In addition to the KSAs described for the Level 2, the Level 3 will demonstrate: Ability to lead discovery sessions Advanced technical consultation and support Ability to design complex information systems Financial procedures Implementation of complex information systems
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