At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together.

About Duke Health Technology Solutions

Pursue your passion for caring and innovation with Duke Heath Technology Solutions, which is dedicated to the transformation, development, and management of enterprise information technology solutions across Duke Health. By harnessing the power of innovative technologies like cloud computing and artificial intelligence — and pairing them with a forward-thinking approach — Duke Health Technology Solutions is revolutionizing the future of health care at Duke Health and beyond.

Occupational Summary - Maestro Care Concierge
The Maestro Care Concierge Application Analyst is primarily responsible for developing, deploying, training, and providing post-implementation support for the Maestro Care Electronic Health Record (EHR) across ambulatory workflows. Responsibilities include planning, performing, managing, and supporting identified Maestro Care EHR users within the Duke Health environment. This support extends to the Ambulatory Solutions suite of modules, including EpicCare Ambulatory, Phoenix, Kaleidoscope, Care Everywhere, Haiku/Canto, Nurse Triage, Bones, Rehab, and other necessary Epic modules and third-party integrated applications.

Working closely with Epic and other Maestro Care application teams to create and execute deployment tasks, interpret clinical workflows, and participate in the build, testing, and support of Ambulatory Solutions applications. Advising and assisting with educational issues, including cross-training team members, end-users, and the DHTS Service Desk through face-to-face interactions, phone or email communications, and training classes. Participating in daily business hour rotations to provide production support and Core Ops error management.
Partnering with providers and clinical staff to improve their knowledge and fluency within Maestro Care as needed, coordinating virtual and on-site assistance to support the growth and expansion of clinics under the Duke Health umbrella. Facilitating Epic support during implementation phases to enhance knowledge transfer and promote proficiency in utilizing the application and providing liaison services between Maestro Care and identified Super User and End User resources throughout all DPC and DHIP clinics and Community Connect customers. These services include participating in design sessions, reviewing specifications for the implementation of the Maestro Care EHR, and specifying bug fixes, new features, and enhancements over time to ensure they meet the needs for providing patient care at Duke Health.

Reports To: IT Manager

Work Performed
Level 1
• Obtain additional Epic certification and proficiency as defined by management through classroom instruction at Epic (Madison, Wisconsin), self-directed learning, multiple project assignments, and competency exams.
• Interprets and analyzes systems, data, and information with supervision.
• Assists with implementing applications, tools, processes, and structures that assist end users with the management of data in their business unit.
• Provides systems support, including troubleshooting and the configuration and testing of software.
• Ensures security of technology solutions with supervision.
• Participates in planning and providing customer training sessions on system use or revisions.
• Assists in making oral and written presentations to project teams and management.
• Completes simple tasks and portions of larger information system projects with direction.
• Identifies internal resources to build project team efficiency.
• Updates system, operational, and department documentation.
• Recommend areas for process improvement.
• Adhere to organizational policies and procedures defined within Maestro Care
• Assist in reviewing and evaluating NOVA assignments per established deadlines, including associated build as required, for monthly SUs, Upgrades, and other system-assigned updates (i.e. IMO, FDB, CPT, etc.) as defined by management.
• Ability to initiate and follow change management processes for minor system updates.
• Participates in the daily business hours PRD on-call rotation to triage and assist with production support requests.
• Participates in the daily business hours PRD Core Ops error management rotation.
• Perform other related duties incidental to the work described herein.

Level 2
In addition to the duties described above the Level 2 will:
• Provide identified liaison services between Epic and identified Maestro Care EHR application, deployment, and development staff. Assist in the creation and execution of deployment tasks, clinical workflow interpretation, and participate in Maestro Care EHR application build, testing, and support. Advise and assist with educational issues, including cross-training of team members, end-users, and DHTS Service Desk via face-to-face, via phone or email, and training classes.
• Function as a Maestro Care EHR application expert for base functionality. Review test plans to account for the testing of new features with all releases. Assist in the design and specification of bug fixes to ensure they meet the needs of Duke Health, as well as participate in design sessions and review of specifications for new features and enhancements in the Maestro Care EHR.
• Perform in-depth analysis of end-user department workflows, data collection, report details, and other technical issues associated with Epic software as they relate to system design and build decisions.
• Proactively complete assigned Maestro Care module deployment(s), management, and validation tasks within a defined timeline.
• Independently interprets and analyzes systems, data, and information.
• Develop and document system and user procedures.
• Makes oral and written presentations to project teams, management, and other departments.
• Coordinates and operationalizes complex projects with direction.
• Identifies areas for procedural improvements. Provides detailed specifications describing functions to be automated.
• Work closely with report writers to ensure all operational and regulatory reporting needs are met including reports necessary to comply with regulatory requirements.
• Provide oversight within identified development and production support meetings, reviews, and design sessions as assigned.
• Perform other related duties incidental to the work described herein.

Level 3
In addition to the duties described above the Level 3 will:
• Responsible for writing and executing test plans, and documenting and resolving defects. Managing defect resolution to ensure timelines are met.
• Serve as a lead in managing the documentation, assisting with prioritization, and working with analysts to resolve identified deployment issues using Epic’s Nova and Sherlock tracking systems.
• Assist in bridging gaps between a variety of technical teams DHTS-wide, leveraging a broad and diverse technical background to facilitate collaboration and communication.
• Proactively apprise management of emerging technical issues that may require attention. Ensuring processes and workflows are up-to-date and effective, recommending changes as necessary.
• Actively participates and functions as ambulatory representation within tiered DHTS huddles.
• Responsible for reviewing and managing escalations from Epic (Care Concerns, SPREs, PSE, etc.) as well as Duke Health (Safety Reporting System).
• Serve as IT Liaison for designated stakeholder and/or governance groups assisting with technical feasibility reviews and managing requests throughout the optimization lifecycle.
• Serves as overall lead for Epic upgrade implementations helping to coordinate and oversee dry runs, version skew/cutover reports, and organizing manual vs. content management changes. Managing the night of cutover to ensure identified changes are successfully migrated to PRD and documented within ServiceNow. Serving as POC on Technical Bridge and managing issue resolution where needed.
• Conduct office hours to provide technical guidance and education to team members weekly as defined by management.
• Within the framework of Quality First, independently identify areas for improvement, propose solutions, and implement them to completion. Ensure that workflows benefit the team or customers. Analysts can accomplish this within a single team or across multiple teams within Maestro Care and other DHTS teams.
• Participates in the weekly after-hours PRD on-call rotation to triage and assist with production support requests for evenings, weekends, and holidays. Assisting with minor error queue management responsibilities and validations with the potential for overnight or weekend engagement.
• Does not participate in Charge Analyst or Core Operation Rotations (Level 1 and Level 2).

________________________________________

Required Qualifications
Education/Training:

License/Certification 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 the timeline defined by Maestro Care policies and procedures
LEVEL 2: 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 the timeline defined by Maestro Care policies and procedures
LEVEL 3: If applicable, maintenance of North Carolina licensure or certification in related clinical discipline is required for all levels
Epic certification or proficiency in EpicCare Ambulatory is required

________________________________________
Experience: Level 1: A minimum of one year of related experience is required, with a strong recommendation for ambulatory and clinical experience
Level 2: A minimum of three years of related experience is required, with a strong recommendation for ambulatory and clinical experience
Level 3: A minimum of five years of related experience is required, with a strong recommendation for ambulatory and clinical experience

________________________________________
Skills: • Customer service
• Attention to detail and strong critical thinking
• Effective oral and written communication
• Application configurations
• User technical support/training
• Ability to translate business processes into technical solutions
• Data analysis and trending
• Prioritization and time management of deliverables
• Design specifications for information systems
• Implementation of information systems
• Maintenance of information systems
• Collaboration Skills
• Quality assurance (may be required)
• Adult learning and training methods (may be required)
• Knowledge of project management to manage deliverables
• Leadership and advanced problem-solving skills
This job description intends to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.

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.