Primary role: A DSO Implementation Analyst is a member of the larger DSO Product Team responsible for implementing new technologies, expanding functionality, optimizing workflow and supporting end user utilization of tools in the DUHS (Duke University Health System) technology stack. The Implementation Analyst is essential to the DSO product management lifecycle supporting successful implementation and user adoption by leading end users through the change management continuum and identifying and navigating issues as they arise along the way. This team member will provide current state workflow analysis, assist in design and testing sessions, outline impact of change toworkflows, create tipsheets and other educational content and conduct onsite and/or virtual user training. The Implementation Analyst will necessarily work closely with the Product Owner leading a project to ensure optimizations are outlined with a focus on provider/end-user engagement and adoption in the post-implementation period.
The incumbent will provide liaison services between Maestro Care (Epic) teams, IT project teams, Help desk/customer service, the DHTS Concierge team, DSO Product team and identified Super User and End User resources throughout Duke Health.
Reports to IT Director, Product Team/Patient Experience
Perform clinic readiness and preparation tasks for new implementations: assess and document clinical workflows and resourcing of current and future state for DSO projects
Collect relevant clinical and end user data to inform Maestro Care/technology build and workflow considerations
Develop, document, and host end user training
Develop communication plan with end users in pre and post implementation phases
Provide at the elbow assistance to support end user understanding and adoption
Act as primary or secondary point of contact for impacted team members during implementation process
Provide assigned end users with expertise on functionality
Identify project risks and work with organizational and program leadership on mitigation strategies
Develop and track go-live checklist with product owner and/or project manager
With the product owner and/or project manager, manage the documentation, resolution and completion of identified deployment issues and tasks
Advise and assist with educational issues, including cross-training of team members, end users and DHTS service desk via email, at the elbow or Zoom
Support Epic SmartTool and other build as approved, following prescribed change control processes
Assist with management of support requests or tickets as new functionality goes live. Prepare customer service and/or help desk training documents. May also serve as a resource to other Maestro Care teams addressing tickets coming into the system
Maintain good understanding of the Maestro Care functionality
Adhere to organizational policies and procedures and follow all change control processes for the Maestro Care Ambulatory EHR (Electronic Health Record)
Participate in health system initiatives per senior leadership
If certified or proficient on Epic application, keep status current
Other duties as assigned
Required Qualifications at this Level
Education/training: Bachelor's degree in a related clinical or technical field, or four years of equivalent technical experience required.
Level 1: If applicable, maintenance of North Carolina licensure or certification in related clinical discipline is required for all levels. Epic proficiency in an area of application support of a technical or support nature required within timeline defined by Maestro Care policies and procedures.
Level 2: In addition to the requirements described for the Level 1, Level 2 also requires:
Certification in an area of application support of a technical or support nature preferred.
Experience: Level 1: One-two years of related experience is required. Ambulatory clinical experience is strongly recommended.
Level 2: Two years of related experience is required. Ambulatory clinical experience is strongly recommended.
Knowledge and experience using health care information systems; excellent communication, interpersonal and team skills; proven ability to lead meetings, prioritize and resolve conflicts; demonstrated written, verbal and follow-up skills; experience collecting and interpreting data for decision-making .
Preferred: Clinical workflow experience in an ambulatory or clinic setting in primary or specialty care.
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