Duke Clinical Research Institute
Application Analyst - Mychart/Medlink
Duke Clinical Research Institute, Durham, North Carolina, United States, 27703
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About Duke Health Technology Solutions
Pursue your passion for caring and innovation with Duke Health Technology Solutions, which is dedicated to the transformation, development, and management of enterprise information technology solutions across Duke Health. By harnessing technologies like cloud computing and artificial intelligence, Duke Health Technology Solutions is evolving the future of health care at Duke Health and beyond. Job Description
The Maestro Care (MC) MyChart analyst
works across three products Community Connect, MyChart, and EpicCare Link to deliver a comprehensive and streamlined experience to Duke University Health System (DUHS) patients and community provider partners as they interact with us daily. The analyst is responsible for application build, test and validation, product deployment, and daily operational maintenance. The team works cross-functionally with other MC application teams to ensure the overall function of the DUHS Electronic Health Record (EHR). Teamwork, collaboration, and drive are essential. For more details on each product, visit www.epic.com. Work Performed
Level 1 Provides systems support, including troubleshooting, software configuration, and testing Ensures the security of technology solutions as guided by the Team and Technical Leads Participates in planning and delivering customer training sessions on system use and application enhancements Completes moderately complex application build tasks and assists with large and/or complex projects under guidance Updates system, operational and departmental documentation Monitors the incident management queue, completing break/fix, maintenance, and system enhancement requests as assigned; communicates status clearly with customers Recommends areas for process improvement Adheres to organizational policies and change control processes Performs other related duties incidental to the work described Level 2 Liases between MyChart and other Maestro Care teams to ensure smooth deployment and functioning of supported applications; consults with Epic Technical Service support as warranted Assist in the build and execution of other MC application teams where applications intersect with MyChart Advise and assist with educational issues, including cross-training of team members, end-users and Service Desk via various training modalities Serve as MC MyChart application expert for core functionality Assist in design and specification of bug fixes to meet Duke environment needs; participate in design sessions for new features and enhancements Develop and maintain test plans for new features ahead of planned releases Provide business and after-hours on-call support for production issues Work closely with MC reporting teams to ensure accurate completion of operational and regulatory reporting needs Skills and Qualifications
Level 1:
Outstanding customer service, strong critical thinking, statistical reporting, data coding, basic data analysis and trending, excellent verbal and written communication skills, foundational understanding of core application configuration, user technical support/training, ability to translate business processes into technical solutions. Level 2:
In addition to Level 1 KSAs, knowledge of project management, design specifications for information systems, implementation and maintenance of information systems, quality assurance, and adult learning/training methods. Position requires Epic proficiency and/or certification in a relevant Epic module. If not certified at time of employment, certification must be obtained within an agreed timeframe (commonly within six months). Preference for multilingual analysts, Spanish speaking if possible. Education and Experience
Education:
Bachelor's degree in a related clinical or technical field, or four years of equivalent technical experience.
Experience:
Level 1: no experience beyond the minimum; Level 2: two years of related experience; Level 3: four years of related experience. Licenses/Certifications:
Level 1: NC licensure or certification as applicable; Level 2: certification in information systems support preferred; Level 3: certification strongly preferred. Equal Opportunity
Duke is an Equal Opportunity Employer committed to providing employment opportunity without regard to age, color, disability, gender, gender identity, genetic information, national origin, race, religion, sex (including pregnancy), sexual orientation, or military status. We value diversity and inclusion and expect all members of the community to contribute respectfully. Essential Physical Job Functions : Some roles require specific physical and/or mental abilities. Reasonable accommodation requests will be provided by each hiring department. #J-18808-Ljbffr
Pursue your passion for caring and innovation with Duke Health Technology Solutions, which is dedicated to the transformation, development, and management of enterprise information technology solutions across Duke Health. By harnessing technologies like cloud computing and artificial intelligence, Duke Health Technology Solutions is evolving the future of health care at Duke Health and beyond. Job Description
The Maestro Care (MC) MyChart analyst
works across three products Community Connect, MyChart, and EpicCare Link to deliver a comprehensive and streamlined experience to Duke University Health System (DUHS) patients and community provider partners as they interact with us daily. The analyst is responsible for application build, test and validation, product deployment, and daily operational maintenance. The team works cross-functionally with other MC application teams to ensure the overall function of the DUHS Electronic Health Record (EHR). Teamwork, collaboration, and drive are essential. For more details on each product, visit www.epic.com. Work Performed
Level 1 Provides systems support, including troubleshooting, software configuration, and testing Ensures the security of technology solutions as guided by the Team and Technical Leads Participates in planning and delivering customer training sessions on system use and application enhancements Completes moderately complex application build tasks and assists with large and/or complex projects under guidance Updates system, operational and departmental documentation Monitors the incident management queue, completing break/fix, maintenance, and system enhancement requests as assigned; communicates status clearly with customers Recommends areas for process improvement Adheres to organizational policies and change control processes Performs other related duties incidental to the work described Level 2 Liases between MyChart and other Maestro Care teams to ensure smooth deployment and functioning of supported applications; consults with Epic Technical Service support as warranted Assist in the build and execution of other MC application teams where applications intersect with MyChart Advise and assist with educational issues, including cross-training of team members, end-users and Service Desk via various training modalities Serve as MC MyChart application expert for core functionality Assist in design and specification of bug fixes to meet Duke environment needs; participate in design sessions for new features and enhancements Develop and maintain test plans for new features ahead of planned releases Provide business and after-hours on-call support for production issues Work closely with MC reporting teams to ensure accurate completion of operational and regulatory reporting needs Skills and Qualifications
Level 1:
Outstanding customer service, strong critical thinking, statistical reporting, data coding, basic data analysis and trending, excellent verbal and written communication skills, foundational understanding of core application configuration, user technical support/training, ability to translate business processes into technical solutions. Level 2:
In addition to Level 1 KSAs, knowledge of project management, design specifications for information systems, implementation and maintenance of information systems, quality assurance, and adult learning/training methods. Position requires Epic proficiency and/or certification in a relevant Epic module. If not certified at time of employment, certification must be obtained within an agreed timeframe (commonly within six months). Preference for multilingual analysts, Spanish speaking if possible. Education and Experience
Education:
Bachelor's degree in a related clinical or technical field, or four years of equivalent technical experience.
Experience:
Level 1: no experience beyond the minimum; Level 2: two years of related experience; Level 3: four years of related experience. Licenses/Certifications:
Level 1: NC licensure or certification as applicable; Level 2: certification in information systems support preferred; Level 3: certification strongly preferred. Equal Opportunity
Duke is an Equal Opportunity Employer committed to providing employment opportunity without regard to age, color, disability, gender, gender identity, genetic information, national origin, race, religion, sex (including pregnancy), sexual orientation, or military status. We value diversity and inclusion and expect all members of the community to contribute respectfully. Essential Physical Job Functions : Some roles require specific physical and/or mental abilities. Reasonable accommodation requests will be provided by each hiring department. #J-18808-Ljbffr