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 Ambulatory 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 exams
Participate 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 Ambulatory supported processes
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
Assist with daily production maintenance tasks where needed (ex. workqueues, In Basket, eRX failures, etc.)
Participates in monthly system validation, as well any unscheduled system update validations as needed
Ability to initiate and follow change management processes for minor system updates
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 moderately complex tasks and portions of larger information system projects with direction
Identifies internal resources to build project team performance
Updates system, operational and department documentation
Recommends areas for process improvement
Adhere to organizational policies and procedures and follow all change control processes defined within Maestro Care
Perform other related duties incidental to the work described herein
Level 2 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 enhancements
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 application deployment(s), management and testing tasks within defined timeline
Build, 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 Center
Document system and user procedures as necessary within ServiceNow
Makes oral and written presentations to project teams, management, and other departments
Coordinates and operationalizes simple to 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
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 position requirements.
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 or proficiency 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. Ambulatory clinical experience is strongly recommended.
Level 2: Three to five years of related experience is required. Ambulatory clinical experience is strongly recommended.
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 essentialjob 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.