Job Summary:
Reporting to the eChart Ancillary Manager, the Applications Analyst Pharmacist Lead supports the Willow application team. Works with little to no supervision, exercising appropriate judgment, including operational considerations. Supports the eChart system and relevant 3rd party applications. Responsible for collaborating independently with system (clinical, revenue, ambulatory) management and serves as a technical resource to identify, analyze, prioritize and resolve system needs. This individual will use system knowledge, cases, work flows and metrics to configure, maintain and monitor system. Provides suggestions for potential application modifications, enhancements or process changes as appropriate. Exhibits expert knowledge and proficiency regarding overall software functionality and integration. Responsible for supervising and participating in the team's work and distribution of responsibilities related to system build, testing, implementation support and maintenance of assigned Epic applications. Ensures that service level agreements and other deliverables are met in a timely manner and with expected level of quality. Communicates team performance to upper management and provides feedback on team member evaluations. Performs in-depth analysis, trouble shooting, data collection, and root cause analysis and then identifies and/or implements potential solutions for issues related to the system or usage of it. Analyzes and tests each product release and communicates needed changes to operations. Must be able to document, follow and enforce change control procedures for the system. Drives and facilitates coordination of efforts required from analysts, system vendors and operations to ensure that system integrity is maintained and that IT deliverables meet operational business needs. Researches, analyzes, facilitates and implements business and system workflows in order to expedite process improvement and coordinate business practices. Identifies best practices and implements opportunities for standardization. Prepares activity and other reports as necessary. Attains and maintains necessary certifications, as applicable, in a timely manner according to policy. As team leader, provides procedural and technical guidance and supervision to team members. This individual should have excellent customer service and stakeholder management skills along with highly effective written / verbal communication and interpersonal skills. Provides On-Call support for application.

Days and hours worked may be variable.

Minimum Qualifications or Competencies: Basic competencies include, but are not limited to education, experience, or certification requirements.

Education and Experience
Required:
1. Post Graduate Pharmacy Degree and 5-7 years' Pharmacy experience.
AND
2. Current license in the state of Tennessee.
AND
3. An understanding of information system technology and database applications is necessary.

Position Requirement(s): License/Certification/Registration
Required:
Complete education and pass certification in primary EPIC application module(s) within 120 days of completed education and maintaining EPIC certification(s) as required. EPIC certification in the module(s) being represented

Preferred:
Experience in EMR installations

Position Key Areas of Responsibility (KARs):
15% - 1. KAR: System Build and/or Configuration
Interprets, researches, modifies, analyzes and designs system data and information in order to provide routine support and maintenance of assigned application(s) and keeps system current for maximum efficiency. Ensures system integrity is maintained and meets all governing and regulatory requirements. Takes the initiative in more complex build and testing tasks, ensuring more junior team members are taught and gain experience through these efforts.

The above is accomplished by the following (order does not indicate importance):
1.1) Consults with users to identify current operating procedures and clarify process objectives.

1.2) Defines system and user workflows to illustrate sequence of steps needed and describe logical operations involved.

1.3) Converts user specifications into functional specifications.

1.4) Drives the development of implementation plans and advance communication to all impacted application stakeholders regarding scheduled system updates/upgrades.

1.5) Adequately tests all system changes and build to appropriately mitigate or eliminate system risks and adverse effects, as well as reviewing the testing of junior team members.

1.6) Facilitates communication and acts as a primary liaison between teams, users and vendors.

1.7) Provides regular feedback to management on status of work responsible for or assigned.

1.8) Ensures co-workers and operational end users are notified of changes/additions to software system.

1.9) Shows understanding and is receptive to business needs conveyed by operations.

1.10) Respects and follows governance processes, mandates, and associated tools.

1.11) Able to clearly communicate and document system capabilities and constraints in response to change requests.

1.12) Reviews and writes clear documentation to describe system processes, installation, and operating procedures.

1.13) Develops training materials to meet educational requirements and collaborates with Instructional Designers for distribution.

1.14) Maintains appropriate documentation, audit trails and change control in accordance with Erlanger Health System and IT policies and procedures.

1.15) Develops reports and extracts and works to define interface requirements. Works closely with report writers, data warehouse and interface teams to meet operational and regulatory needs and requirements.

1.16) Leads team and operations in developing business continuity and downtime procedures.

1.17) Following any scheduled or unplanned downtimes, performs appropriate integrity checks when system availability is restored.

15% - 2. KAR: Problem Solving/Issue Resolution
Proactively anticipates, mitigates and/or resolves system problems. Solves system issues/problems reported and assigned to the analyst according to IT Service Level Agreements (SLAs) while working with operational end users and other application analysts.

The above is accomplished by the following (order does not indicate importance):
2.1) Uses cognitive reasoning skills, appropriate level of application knowledge and experience to research problems in order to determine the root cause, potential solutions and recommendation for resolution.

2.2) Helps mentor more junior analysts in development of problem solving and issue resolution skills.

2.3) Appropriately evaluates relative priority of request, keeping in mind factors such as patient safety, regulatory requirements and
deadlines, as well as the effectiveness of alternative interim solutions.

2.4) Documents issues and initiates issue tracking. Reports problems or issues to software vendors or other IT departments as appropriate. Monitors and oversees progress of software vendor or other departments to ensure timely resolution of issues. Meets escalation expectations when objectives and deadlines are at risk.

2.5) Maintains clear communication with end users, as well as IT and operational leadership to receive appropriate governance approvals and keep relevant stakeholders informed of issue status and expected resolution dates.

2.6) Takes a lead role in troubleshooting the most complex issues to ensure resolution.

2.7) As part of the team's rotation for on-call, must acknowledge and resolve tickets according to established SLA's.

15% - 3. KAR: Professional Performance
Demonstrates professional behavior and exhibits a positive, supportive and collaborative manner when interacting with team members, end users, leadership, vendors, etc.
The above is accomplished by the following (order does not indicate importance):
3.1) Provides mentorship and guidance for other analysts.

3.2) Takes ownership of overall team and IT success.

3.3) As outlined in Erlanger policy 8237.0802, is respectful and courteous to leadership, all team members, operational and external stakeholders, etc.

3.4) Achieves and maintains appropriate certifications related to assigned application and/or role.

3.5) Shows attention to detail and ability to adequately gauge and respond to urgent organizational needs.

3.6) Identifies and capitalizes on opportunities and resources to learn and enhance professional competency.

3.7) Consistently demonstrates that newly acquired knowledge and skills are incorporated into actual practice.

3.8) Ensures delivery of accurate and timely information to end users, team members, etc.

3.9) Works to reduce duplication of effort within department and across organization.

3.10) Actively looks for system opportunities to provide labor/cost savings to the team, department and organization.

3.11) Actively participates in process and quality improvement.

3.12) Is punctual to and attentive during meetings and offers relevant expertise and input as needed.

3.13) Provides proper handoffs of information as necessary using communication skills and tools.

3.14) Stays current regarding industry and regulatory requirements and changes, specifically those with potential system impacts or requirements for change.

15% - 4. KAR: Integrated Application Management
Understands and monitors the system for successful integration, especially before/after changes/moves to production environment to ensure data integrity and successful flow of data between applications. Continually works to identify opportunities for functional and stability improvement in applications and ensures system integration and intra-operability while acting as a gatekeeper to maintain core functionality of the system.