IT Analyst-Full Time-Support Services-DHAS-Durham
Company: Duke University Health System
Posted on: June 23, 2022
Duke Health Access Services (DHAS) is committed to providing
outstanding service for our patients, providers, and
administrators. In this position the staff member should be
committed to building a warm and inviting experience while
performing multiple tasks. They should be a self-starter and
possess strong work ethics. They must be able to manage multiple
priorities effectively and take ownership to resolve complex,
intradepartmental problems. They should be able to adapt to change
within a fast-paced environment.
DHAS staff members support the following values and behaviors
through their daily actions and decisions: Trust - Be honest;
follow through; have confidence in each otherRespect- Be
understanding; listen; consider other viewpoints; give others
creditOwnership- Be accountable; admit mistakes; offer solutions
Collaboration- Work together; share ideas and information;
communicate openly Support- Express gratitude; be present; help
others Kindness- Be genuine; be considerate; show empathy
This position will be responsible for performing essential tasks
required for the creation of provider scheduling templates within
the MaestroCare system. In addition, they coordinate key components
of template changes and patient notification involved in provider
and clinic relocations and the opening of new facilities.
Individuals in this position will be Cadence certified and report
to the Manager of DHAS Support Services.
- Serve as liaison among DHAS, Revenue Management, Clinic
Management and Maestro Care teams for development, deployment,
support, testing, and implementation involving provider templates
- Manage new referral request process, including referral work
queue design for new clinics and clinic relocations, researching
request details with clinic/division requestor, and making
recommendations to referral workgroup regarding referral orders and
- Test and implement build activities and provide expertise in
the areas of design, build, testing, and scheduling processes
around provider scheduling templates.
- Represent DHAS Support Services at validation sessions, regular
facility maintenance meetings, hospital-based conversion meetings,
and clinic relocation/implementation meetings.
- Create and carry out deployment tasks, and participate in
build, testing, and support.
- Advise and assist with complex template build, including
updates to MaestroCare master files.
- Educate and train end- users via face-to-face, phone, email,
WebEx and classroom training classes on complex template build and
- Act as Maestro Care Cadence application expert for template
build functionality and referral workflow
- Evaluate and respond to the Support@Duke service now tickets
for department's assignment groups.
- Research and advise customers on best practice for visit types,
blocks, block releases and other template components; serve as
gatekeeper for new visit type requests. Make recommendations and
forward to DHAS/Service Access/IT group for approval.
- Generate provider patient reports for departing providers and
relocating providers to facilitate patient communication
- Coordinate appointment conversion activities for new clinic
acquisitions and hospital-based clinic conversions, including the
coordination of patient notification via letter and telephone
- Maintain coordinate with outside vendors for mailing of patient
letters and updates to automated appointment reminder system. Serve
as resident experts on appointment communication methods.
- Provide hands-on support to clinics and DHAS Access Centers as
needed during conversions and go-lives.
- Collaborate with management and end users to request, test, and
implement changes to the Cadence system
- Provide system production support including the analysis,
prioritization, and implementation of requested changes
- Responsible for Epic upgrade/new version testing, validation,
- Responsible for template-related components in Master Files,
such as blocks, appointment durations, block settings in DEP,
provider mapping to DEP
- Responsible for Master File maintenance including keeping all
test systems coordinated for template build-related components
- Develop and document system and user procedures as
Candidates without Cadence certification at time of hire are
expected to successfully complete the certification process within
6 months of hire. The certification process includes attending a
formal Epic training program requiring attendance at the training
facilities in Verona, Wisconsin. Training for certification
includes classroom instruction, project assignments, competency
exams and e-learning classes. Failure to obtain Epic certification
within the defined timeline may result in termination.
Education/Experience:Bachelor's degree preferred, with focus on
business or healthcare related fields OR equivalent technical
and/or management experience (4 years) in health care settings such
as outpatient clinics or access centers. Epic Cadence Certification
preferred. Management experience is highly preferred.
Skills:Strong technical skills, preferably using Epic electronic
health record softwareExperience working with health care providers
and administratorsExcellent verbal and written communication
skillsExcellent customer services skillsAbility to lead teams and
reach consensusAbility to manage multiple projects and achieve
targeted completion datesAbility to think critically to develop
technical solution to problemsAttention to detail and
accuracyAbility to translate business process into technical
solutionKnowledge of project managementUser technical
Duke is an Affirmative Action/Equal Opportunity Employer committed
to providing employment opportunity without regard to an
individual's age, color, disability, gender, gender expression,
gender identity, genetic information, national origin, race,
religion, sex, sexual orientation, or veteran status.
Duke aspires to create a community built on collaboration,
innovation, creativity, and belonging. Our collective success
depends on the robust exchange of ideas-an exchange that is best
when the rich diversity of our perspectives, backgrounds, and
experiences flourishes. To achieve this exchange, it is essential
that all members of the community feel secure and welcome, that the
contributions of all individuals are respected, and that all voices
are heard. All members of our community have a responsibility to
uphold these values.
Essential Physical Job Functions: Certain jobs at Duke University
and Duke University Health System may include essentialjob
functions that require specific physical and/or mental abilities.
Additional information and provision for requests for reasonable
accommodation will be provided by each hiring department.
Keywords: Duke University Health System, Durham , IT Analyst-Full Time-Support Services-DHAS-Durham, Professions , Durham, North Carolina
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