Job SummaryThe Product Analyst II leads the execution of large-scale project initiatives for the Care Management/Utilization Management (CM/UM) application. This role will apply knowledge of healthcare operations and clinical applications to lead the design, development, testing, training, implementation, and level II triage for system workflows. This role will serve as a subject matter expert on the CM/UM application and end user workflows, while continuously optimizing and maintaining the system to meet business needs.
Duties and Responsibilities- Gain an in-depth understanding of clinical and operational workflows to lead clinical and business requirements elicitation, documentation, and analysis.
- Serve as technical subject matter expert for configuration, integration, and maintenance of assigned clinical applications.
- Lead system configuration of approved business requirements in the Jiva application and facilitate user acceptance testing with business stakeholders, meeting established timelines.
- Provide training for team members by promoting continuous improvement and best practices. Assist with peer review of team members' system requirements and configurations.
- Level 2 Support: Triage all escalated tickets from Level 1 support. Investigate failure in algorithms and rules driving automation of workflows, as well as failure in interfaces in and out of Jiva, providing guidance to vendors and users on resolution.
- Develop test cases and conduct software testing. Identify and analyze defects, provide clear documentation, and collaborate with the appropriate internal department and/or external vendor and the business stakeholders on resolution steps.
- Lead efforts to identify root causes of events/issues that resulted in an undesired outcome and develop solutions to proactively identify breakdowns in processes and systems that contributed to the event and implement preventative measures to mitigate future risks.
- Collaborate with system vendor for issue tracking and resolution, optimization and enhancement requests.
- Build rapport and promote teamwork by maintaining a professional and positive attitude, working to maintain open and professional lines of communication with all end users and colleagues, and utilizing key change management principles.
- Assist in developing training documentation. Utilize blended delivery methods for staff training such as face-to-face, eLearning and virtual to train end users, including support staff and clinicians.
- Participate in upgrades and new functionality deployments, including build, testing, devising workflows, developing documentation, videos, training, and support. Lead impact analysis for system changes.
- Maintain a current knowledge base about rules, regulations, policies, and procedures relating to the implementation of medical management functions such as intake, prior authorization, concurrent review, discharge planning, alternate services, appeals and care management.
- Collaborate with IT Infrastructure and Security Teams to troubleshoot issues that have impacted end user experience in assigned clinical applications.
- Performs all other duties as needed or directed to meet the needs of the department.
Minimum Qualifications - Associate degree required. Bachelor's degree preferred.
- Minimum of four (4) years' experience supporting clinical systems or health information systems preferred; or an equivalent combination of education and experience in healthcare, training, or business systems analysis required.
- Experience working with EHRs or CM/UM systems required.
- Working knowledge of HL7 and other healthcare industry interface standards and support of same required.
- Strong preference for candidates with experience in Jiva application.
- Effective customer service delivery, with strong verbal and written communications skills.
- Strong analytical, problem-solving, and critical thinking skills required.
- Ability to manage internal customer expectations, negotiate timelines, and translate technical details to business stakeholders. Communicate effectively at all levels of the organization.
- Proficiency with Microsoft Office Applications (Word, PowerPoint, Excel, Outlook, Visio).
- Ability to write basic SQL queries and have general understanding of relational databases.
- Organizational skills and attention to detail.
- Ability to work independently.
- Demonstrated ability to solve problems and find solutions to issues, proactively identify preventative measures and build these into processes.
- Ability to handle multiple priorities in a fast-paced environment.
- Thrive in a team-oriented environment.
- Ability to work East Coast business hours and available to travel up to 15%.
Working conditionsThis job operates in a remote location from your home location and within a professional office environment. This role requires a dedicated, quiet workspace with the ability to adhere to HIPAA and other privacy policies. A reliable and high-speed Wi-Fi connection or home internet is required to perform the essential functions of this role. This role requires reliable transportation to commute back and forth; and routinely uses general office equipment.
Physical requirements - Ability to communicate clearly and exchange accurate information constantly.
- Ability to remain stationary for long periods of time.
- Constantly operates computer, keyboard, copy and fax machine, phone, and other general office equipment.
Direct reports None
