Job Description The Maestro Care (MC) MyChart analyst works across three distinct yet interrelated products, Community Connect, MyChart, & EpicCare Link, to deliver a comprehensive and streamlined experience to Duke University Health System (DUHS) patients and community provider partners as they daily interact with us on their healthcare needs. The successful analyst in this role is responsible for application build, test and validation, product deployment and daily operational maintenance. The team works cross functionally with other MC application teams in turn ensuring the overall function of the DUHS Electronic Health Record (EHR). In this role, teamwork, collaboration, and drive are essential. Prospective applicants can find greater detail on each product at 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 Team and Technical Leads • Participates in the planning and delivery of customer training sessions on system use and application enhancements (new functionality) or revisions • Completes moderately complex application build tasks and assists with large and/or complex projects under the guidance of Team and Technical Leads • Updates system, operational and department documentation • Monitors the incident management queue completing break/fix, maintenance, and system enhancement requests as assigned and prioritized by manager; maintains excellent communications (timely, clear & concise, accurate) withcustomers keeping them apprised of request status • Recommends areas for process improvement • Adheres to organizational policies and procedures and follows all change control processes defined within Maestro Care • Performs other related duties incidental to the work described herein Level 2 In addition to the duties described for Level 1, the Level 2 analyst will: • Liase between MyChart and other Maestro Care application teams to ensure the smooth deployment and functioning of supported application; consults with Epic Technical Service support as warranted • Assist in the build and execution of other MC application teams where those applications intersect with MyChart. Build support includes consultation and interpretation of clinical workflow, application build to support desired functionality, test, validation, ushering through change process to deployment, and other tasks • Advise and assist with educational issues, including cross-training of team members, end-users and DHTS Service Desk via face-to-face, telephonic, and other training modalities • Serve in the capacity of MC MyChart application expert for core application functionality • 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 • Develop and maintain test plans for new features ahead of planned eleases • Provide both business and after hours on-call support for issues pertaining to production as assigned • Works closely with MC report writering teams to ensure accurate completion assigned operational and regulatory reporting needs Skills: LEVEL 1: outstanding customer service, strong ability for critical thought, statistical reporting, Data coding - general data analysis and trending, excellent oral and written communication skills, foundational understanding of core application configuration, user 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 application analyst will demonstrate: foundational 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) Position requires Epic proficiency and/or certification in a relevant Epic application module. If candidate is not certified at time of employment certification must be obtained within an stated timeframe as agreed upon and documented with manager but generally within the first six (6) months at most. Preference for multi-lingual analyst, Spanish speaking if possible. Requisition notes : Minimum Qualifications Education Bachelor's degree in a related clinical or technical field, or four years of equivalent technical experience required. LICENSE/CERTIFICATION: LEVEL 1: If applicable, maintenance of North Carolina licensure or certification in related clinical discipline is required for all levels. LEVEL 2: In addition to the requirements described for the Level 1, the Level 2 requires: Certification in an area of application support of a technical or support nature preferred. LEVEL 3: In addition to the requirements described for the Level 2, the Level 3 requires: Certification in an area of application support of a technical or support nature strongly preferred. Experience Level 1 - No experience required beyond the minimum education (or equivalency) requirement. Level 2 - Three years of related experience is required. Level 3 - Five years of related experience is required. Degrees, Licensures, Certifications N/A