Application Analyst - Mychart​/Medlink

Job Description

The Maestro Care (MC) MyChart analyst works across three distinct yet interrelated products, Community Connect, MyChart, and Epic Care Link, to deliver a comprehensive and streamlined experience to Duke University Health System patients and community provider partners.

The analyst is responsible for application build, test and validation, product deployment, and daily operational maintenance. The team works cross‑functionally with other MC application teams to ensure overall EHR functionality.

• Provides systems support, including troubleshooting, software configuration, and testing.
• Ensures the security of technology solutions as guided by Team and Technical Leads.
• Participates in planning and delivery of customer training sessions on system use and application enhancements.
• Completes moderately complex application build tasks and assists with large and/or complex projects under supervision.
• Updates system, operational and department documentation.
• Monitors the incident management queue, completing break/fix, maintenance, and system enhancement requests as prioritized, and maintains excellent communication with customers.
• Recommends areas for process improvement.
• Adheres to organizational policies, procedures, and change control processes defined within Maestro Care.

• Acts as liaison between MyChart and other Maestro Care application teams, consulting with Epic Technical Service support as warranted.
• Assists in build and execution of other MC application teams where those applications intersect with MyChart, including consultation, build, test, validation, and deployment.
• Advise and assist with educational issues, including cross‑training of team members, end‑users, and the DHTS Service Desk via face‑to‑face, telephonic, and other training modalities.
• Serves as MC MyChart application expert for core application functionality.
• Assists in design and specification of bug‑fixes and participates in design sessions for new features and enhancements in the Maestro Care EHR.
• Develops and maintains test plans for new features ahead of planned releases.
• Provides business and after‑hours on‑call support for issues pertaining to production as assigned.
• Works closely with MC report writing teams to ensure accurate completion of operational and regulatory reporting needs.

LEVEL 1:
Outstanding customer service, critical thinking, statistical reporting, general data analysis and trending, excellent oral and written communication, foundational understanding of core application configuration, user technical support/training, and ability to translate business process into a technical solution.

LEVEL 2:
In addition to Level 1 KSAs, foundational knowledge of project management, design specifications for information systems implementation and maintenance, quality assurance, and adult learning and training methods.

• Epic proficiency and/or certification in a relevant Epic application module; if not certified at time of employment, certification must be obtained within six months.
• Preference for a multi‑lingual analyst, Spanish speaking if possible.

Bachelor’s degree in a related clinical or technical field, or four years of equivalent technical experience. Level 1:
No experience beyond minimum education. Level 2:
Three years of related experience. Level 3:
Five years of related experience.

Duke University is an affirmative action/equal opportunity employer committed to providing employment opportunity without regard to an individual’s age, color, disability, genetic information, gender, gender identity, national origin, race, religion, sexual orientation or veteran status.