Duke
Application Analyst - Epic Professional Billing - Level 1 or 2
Duke, Durham, North Carolina, United States, 27703
Application Analyst - Epic Professional Billing - Level 1 or 2
Work Arrangement:
Requisition Number: 263847
Regular or Temporary: Regular
Location: Durham, NC, US, 27710
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 Application Analyst is primarily responsible for designing, developing, deploying, and providing post‑implementation technical support for the Maestro Care (MC) Electronic Health Record (EHR) across service access and revenue cycle workflows. Responsibilities include planning, performing, managing, and supporting identified Maestro Care EHR users within the Duke Health environment. This support extends to MC Professional Billing (PB) Claims, Benefits Engine, Cheers CRM, Charge Router and Cash Management PB Remittance, Hospital Billing (HB) Remittance, and MyChart modules. Working closely with Epic and other Maestro Care application teams to create and execute deployment tasks, interpret revenue cycle workflows, and participate in the build, testing, and support of the MC PB application. Advising and assisting with educational issues, including cross‑training team members, trainers/SMEs, and the DHTS Service Desk through face‑to‑face interactions and phone or email communications. Participating in a 24/7 production on‑call rotation to triage and assist with incoming support requests.
Partnering with operational 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.
Behaviors / Soft Competencies
Proven ability to work at the next level: Demonstrated skills and competencies required for higher responsibility.
Potential to serve beyond the next level: Long‑term growth potential and capacity to take on greater responsibilities.
Consistently demonstrates a values‑based approach in how they work: Integrity, teamwork, diversity, excellence, safety, and patient‑focusedness.
Is considered one of the top performers at their level across the organization.
Required Qualifications Education / Training
Bachelor’s degree in a related clinical or technical field, or four years of equivalent technical experience required.
Level 1: Maintenance of North Carolina licensure or certification in a related clinical discipline required.
Level 2: Maintenance of North Carolina licensure or certification in a related clinical discipline required.
Level 3: Maintenance of North Carolina licensure or certification in a related clinical discipline required; Epic certification or proficiency in Epic PB required.
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.
Experience
Level 1: Minimum of one year of related experience, with a strong recommendation for revenue cycle operational and/or technical experience.
Level 2: Minimum of three years of related experience, with a strong recommendation for revenue cycle operational and/or technical experience.
Level 3: Minimum of five years of related experience, with a strong recommendation for revenue cycle operational and/or technical experience.
Skills Certifications, Education and Team Process
Obtain initial or additional Epic certification and proficiency as defined by management through a combination of Epic classroom, virtual Epic classes, or remote self‑directed learning.
Contribute to oral and written presentations as part of a project team, with supervision.
Adhere to organizational policies and procedures and follow all change control processes defined within Maestro Care.
Achieve project and assignment deliverables in support of improved Service Line functionality.
Complete work within scope of request and elevate to manager when changes or builds beyond initial request are requested.
Ensure deadlines are met and reasons for any changes are documented appropriately.
Technical Support and Build
Interpret and analyze systems, data, and information with supervision.
Implement applications, tools, processes, and structures that assist end users with data management in their business unit.
Provide system support to end users during business and after‑hours/weekends via on‑call rotation; follow escalation processes for unresolved issues.
Troubleshoot technical issues through review and testing and escalating appropriately to Epic.
Maintain adherence to security processes to ensure environment safety.
Complete moderately complex tasks and portions of larger information system projects with direction.
Review, evaluate, and complete NOVA assignments per established deadlines, including associated build for monthly updates/fixes, upgrades, and other system‑assigned updates.
Execute application‑specific test plans, document failures, and facilitate escalation.
Customer Support and Communication
Participate in planning of customer training by working alongside the training team on new functionality and retraining of technology.
Identify internal resources to answer questions and assist with build or problem solving.
Update system, operational, and department documentation where relevant.
Perform basic analysis of end‑user department workflows, data collection, report details, and other technical issues related to Epic software and system design decisions.
Recommend areas for process improvement under the Quality First initiative.
Perform other related duties incidental to the work described herein.
Level 2 (Inclusive of all Level 1 responsibilities, in addition) Certifications, Education and Team Process
Develop and document system and user procedures, including support documentation.
Make oral and written presentations to project teams, management, and other departments.
Identify areas for procedural improvements and provide workable solutions; provide detailed specifications describing functions to be automated.
Technical Support and Build
Proactively manage and complete assigned Maestro Care application build, testing and deployment(s) within defined timelines.
Demonstrate a good understanding of supported Epic applications, department workflows, data collection, report details, and other technical requirements.
Prioritize and manage time to meet deliverables within timeline.
Independently build, test, and debug Epic application(s) 75-85 % of the time to ensure system meets end‑user requirements.
Write and execute assigned test plans for sanity checks/scripts with monthly SUs, upgrade/ integrated test plans, and module workflows; document and resolve defects as they arise.
Develop report specifications and work closely with report writers to meet operational and regulatory reporting needs.
Provide business and after‑hours support for production issues, including analysis, prioritization, and implementation of requested changes.
Responsible for defined area of Nova related to analysis of release notes, reporting metrics, and validation prior to implementation.
Customer Support and Communication
Perform in‑depth analysis of end‑user department workflows, data collection, report details, and other technical issues related to Epic software and system design decisions.
Manage documentation, resolution, and completion of identified deployment issues and tasks.
Coordinate and operationalize simple to complex projects with direction.
Level 3 (Inclusive of all Level 1 & 2 responsibilities, in addition) Certifications, Education and Team Process
Identify need for and proactively document system and user procedures/KB articles as necessary within ServiceNow and Team OneNote.
Proactively inform management of emerging technical issues requiring attention; ensure processes and workflows are up‑to‑date and effective, recommending changes as necessary.
Technical Support and Build
Demonstrate advanced problem‑solving skills.
Have a solid understanding of health system workflows, data collection, report details, and other technical requirements.
Independently build, test, and debug Epic application(s) >90 % of the time to ensure system meets end‑user requirements.
Responsible for Care Concern and Nova review/oversight related to analysis of release notes, reporting metrics, validation, and resolution prior to implementation.
Customer Support and Communication
Independently identify areas for improvement and implement solutions within the framework of a single team or cross‑team within Maestro Care and other DHTS teams.
Leadership Responsibilities
Lead management of documentation, prioritization, and resolution of deployment issues through Epic’s Nova and Sherlock tracking systems.
Provide technical leadership and oversight within team meetings, issue reviews, design sessions, and as IT liaison to stakeholder groups.
Independently take on leadership in oversight and maintenance of integrated products and tools.
Lead management of system changes needed to comply with CMS, TJC, MU, and other regulatory agencies and compliance items per established deadlines.
Serve as an expert in multiple application modules and lead cross‑functional/cross‑application team efforts and workgroup efforts.
Independently manage assigned project as analyst/project coordinator within scope and on time; maintain issue and risk logs and status reports when appropriate.
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.
Nearest Major Market:
Durham Nearest Secondary Market:
Raleigh
Read more about Duke’s commitment to affirmative action and nondiscrimination at
hr.duke.edu/eeo .
#J-18808-Ljbffr
Requisition Number: 263847
Regular or Temporary: Regular
Location: Durham, NC, US, 27710
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 Application Analyst is primarily responsible for designing, developing, deploying, and providing post‑implementation technical support for the Maestro Care (MC) Electronic Health Record (EHR) across service access and revenue cycle workflows. Responsibilities include planning, performing, managing, and supporting identified Maestro Care EHR users within the Duke Health environment. This support extends to MC Professional Billing (PB) Claims, Benefits Engine, Cheers CRM, Charge Router and Cash Management PB Remittance, Hospital Billing (HB) Remittance, and MyChart modules. Working closely with Epic and other Maestro Care application teams to create and execute deployment tasks, interpret revenue cycle workflows, and participate in the build, testing, and support of the MC PB application. Advising and assisting with educational issues, including cross‑training team members, trainers/SMEs, and the DHTS Service Desk through face‑to‑face interactions and phone or email communications. Participating in a 24/7 production on‑call rotation to triage and assist with incoming support requests.
Partnering with operational 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.
Behaviors / Soft Competencies
Proven ability to work at the next level: Demonstrated skills and competencies required for higher responsibility.
Potential to serve beyond the next level: Long‑term growth potential and capacity to take on greater responsibilities.
Consistently demonstrates a values‑based approach in how they work: Integrity, teamwork, diversity, excellence, safety, and patient‑focusedness.
Is considered one of the top performers at their level across the organization.
Required Qualifications Education / Training
Bachelor’s degree in a related clinical or technical field, or four years of equivalent technical experience required.
Level 1: Maintenance of North Carolina licensure or certification in a related clinical discipline required.
Level 2: Maintenance of North Carolina licensure or certification in a related clinical discipline required.
Level 3: Maintenance of North Carolina licensure or certification in a related clinical discipline required; Epic certification or proficiency in Epic PB required.
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.
Experience
Level 1: Minimum of one year of related experience, with a strong recommendation for revenue cycle operational and/or technical experience.
Level 2: Minimum of three years of related experience, with a strong recommendation for revenue cycle operational and/or technical experience.
Level 3: Minimum of five years of related experience, with a strong recommendation for revenue cycle operational and/or technical experience.
Skills Certifications, Education and Team Process
Obtain initial or additional Epic certification and proficiency as defined by management through a combination of Epic classroom, virtual Epic classes, or remote self‑directed learning.
Contribute to oral and written presentations as part of a project team, with supervision.
Adhere to organizational policies and procedures and follow all change control processes defined within Maestro Care.
Achieve project and assignment deliverables in support of improved Service Line functionality.
Complete work within scope of request and elevate to manager when changes or builds beyond initial request are requested.
Ensure deadlines are met and reasons for any changes are documented appropriately.
Technical Support and Build
Interpret and analyze systems, data, and information with supervision.
Implement applications, tools, processes, and structures that assist end users with data management in their business unit.
Provide system support to end users during business and after‑hours/weekends via on‑call rotation; follow escalation processes for unresolved issues.
Troubleshoot technical issues through review and testing and escalating appropriately to Epic.
Maintain adherence to security processes to ensure environment safety.
Complete moderately complex tasks and portions of larger information system projects with direction.
Review, evaluate, and complete NOVA assignments per established deadlines, including associated build for monthly updates/fixes, upgrades, and other system‑assigned updates.
Execute application‑specific test plans, document failures, and facilitate escalation.
Customer Support and Communication
Participate in planning of customer training by working alongside the training team on new functionality and retraining of technology.
Identify internal resources to answer questions and assist with build or problem solving.
Update system, operational, and department documentation where relevant.
Perform basic analysis of end‑user department workflows, data collection, report details, and other technical issues related to Epic software and system design decisions.
Recommend areas for process improvement under the Quality First initiative.
Perform other related duties incidental to the work described herein.
Level 2 (Inclusive of all Level 1 responsibilities, in addition) Certifications, Education and Team Process
Develop and document system and user procedures, including support documentation.
Make oral and written presentations to project teams, management, and other departments.
Identify areas for procedural improvements and provide workable solutions; provide detailed specifications describing functions to be automated.
Technical Support and Build
Proactively manage and complete assigned Maestro Care application build, testing and deployment(s) within defined timelines.
Demonstrate a good understanding of supported Epic applications, department workflows, data collection, report details, and other technical requirements.
Prioritize and manage time to meet deliverables within timeline.
Independently build, test, and debug Epic application(s) 75-85 % of the time to ensure system meets end‑user requirements.
Write and execute assigned test plans for sanity checks/scripts with monthly SUs, upgrade/ integrated test plans, and module workflows; document and resolve defects as they arise.
Develop report specifications and work closely with report writers to meet operational and regulatory reporting needs.
Provide business and after‑hours support for production issues, including analysis, prioritization, and implementation of requested changes.
Responsible for defined area of Nova related to analysis of release notes, reporting metrics, and validation prior to implementation.
Customer Support and Communication
Perform in‑depth analysis of end‑user department workflows, data collection, report details, and other technical issues related to Epic software and system design decisions.
Manage documentation, resolution, and completion of identified deployment issues and tasks.
Coordinate and operationalize simple to complex projects with direction.
Level 3 (Inclusive of all Level 1 & 2 responsibilities, in addition) Certifications, Education and Team Process
Identify need for and proactively document system and user procedures/KB articles as necessary within ServiceNow and Team OneNote.
Proactively inform management of emerging technical issues requiring attention; ensure processes and workflows are up‑to‑date and effective, recommending changes as necessary.
Technical Support and Build
Demonstrate advanced problem‑solving skills.
Have a solid understanding of health system workflows, data collection, report details, and other technical requirements.
Independently build, test, and debug Epic application(s) >90 % of the time to ensure system meets end‑user requirements.
Responsible for Care Concern and Nova review/oversight related to analysis of release notes, reporting metrics, validation, and resolution prior to implementation.
Customer Support and Communication
Independently identify areas for improvement and implement solutions within the framework of a single team or cross‑team within Maestro Care and other DHTS teams.
Leadership Responsibilities
Lead management of documentation, prioritization, and resolution of deployment issues through Epic’s Nova and Sherlock tracking systems.
Provide technical leadership and oversight within team meetings, issue reviews, design sessions, and as IT liaison to stakeholder groups.
Independently take on leadership in oversight and maintenance of integrated products and tools.
Lead management of system changes needed to comply with CMS, TJC, MU, and other regulatory agencies and compliance items per established deadlines.
Serve as an expert in multiple application modules and lead cross‑functional/cross‑application team efforts and workgroup efforts.
Independently manage assigned project as analyst/project coordinator within scope and on time; maintain issue and risk logs and status reports when appropriate.
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.
Nearest Major Market:
Durham Nearest Secondary Market:
Raleigh
Read more about Duke’s commitment to affirmative action and nondiscrimination at
hr.duke.edu/eeo .
#J-18808-Ljbffr