Tapestry Managed Care Analyst

Position: Tapestry Managed Care Analyst - Epic
Location: Remote
Duration; 11 months

Must have: Epic Tapestry certified; build experience in Epic Tapestry required, min 5+ years, 10+ years preferred. Premium Billing experience desired.

SUMMARY STATEMENT:

Under the direction of an Application Manager, the Application Analyst performs troubleshooting, maintenance, and optimization of existing software applications. They design, build, test, and support new applications and modules within their portfolio and/or service line. The Analyst must achieve in-depth knowledge of the software application and operational workflows, as well as understand the policies, procedures and constraints of the clinical or business operation supported by the application. The Analyst works with business owners, vendors, and other ISS team members to evaluate and recommend solutions to complex problems and requests.

Applications Supported: Tapestry, Tapestry Premium Billing, and Benefits Engine

TYPE OF SUPERVISION RECEIVED:

Reports directly to the Application Manager

Support and Maintenance
• Respond and address to Incidents and Service Requests in a timely manner. Provide prompt, 'warm' handoffs when tickets need re-assigning. Keep Service Now workqueues up to date and accurate.
• Meet department Service Level Agreements (SLA) for ticket resolution, and escalate to management as soon as possible if an issue is at risk for not meeting the SLA.
• Troubleshoot issues within your applications/service line, working with individuals from other teams, the end users, and vendors as needed to find the best solution in a timely manner.
• chieve in-depth knowledge of one or more pieces of functionality, and serve as the Subject Matter Expert for one or more departments, specialties, or workflows.
• Recognize, evaluate, and escalate problems discovered for any ISS systems impacting business operations to appropriate management or goverance groups.
• Proactively identify potential issues and escalate as needed.
• Report gaps in available features to the vendor. Track and follow up on any issues escalated to the vendor.
• Synthesize operational and technical feedback from Clinical and Business process champions and SMEs.
• When investigating a complex problem, uses detailed analysis to identify the root cause and recommend the best solution to address the problem.
• Provide after hours on call support according to a shared on call schedule.
• Follow department change control policies and procedures for all break/fix tickets. Provide thorough documentation for any system changes, and ensure all relevent parties are informed of changes in advance of the changes moving to Production.
• Ensure thourogh testing is done in advance of any system changes moving into the Production system.
• ssist in the development of user training aids and may train end users in workflow and use of the application when necessary.

Projects
• Complete assigned project deliverables accurately and on time. Keep project and Service Request documentation up to date in Service Now.
• Collect information and prepare specifications of potential system enhancement needs.
• Evaluate business owner needs and provide creative, sustainable, and feasible workflow and build recommendations utilizing the application functionality, vendor suggestions, and best practices from other organizations.
• Follow department change control policies and procedures for all optimizations and projects. Provide thorough documentation for any system changes, and ensure all relevent parties are informed of changes in advance.
• Review and analyze new functionality in new releases to determine whether or how it should be used; present recommendations to business owners and governance groups, and successfully implement the new features.
• Contribute to estimates of resource needs and scheduling of projects and system modifications.
• Provide business owners with recommendations for potential projects that will improve the systems they use. Assist business owners in submitting optimization and project ideas

dditional Responsibilities
• Develop and maintain positive business owner relationships within your service lines. Serve as the Customer Relationship Manager (CRM) for new small projects or initiatives when appropriate.
• Works effectively as a team player and works with people of all backgrounds and at all levels.
• Present at workgroup meetings with a focus on ensuring the business owners have all the information needed to make an informed decision.
• Develop and document internal team procedures to be used in conjunction with the application.
• Manage multiple and competing tasks, recognizing and adapting to changes in priority.
• bility to remain calm in difficult and stressful situations.
• Other duties as assigned by the Application Manager

Other Duties
May include but are not limited to:
• Lead cross-functional workgroups, such as the Customer Relationship Management (CRM) Workgroup
• Represent Tapestry and participate regularly in cross-functional workgroups such as the Referral Optimization Committee (ROC) and HealthLink Workgroup
• Serve as Tapestry's Data Courier representative
• Responsible for the build and maintenance of security-related master files for the application team
• Represent Tapestry on the Environment Board

C-I-CARE/Patient Experience Practices: MY COMMITMENT TO CARE
• Observe and practice all the Service Standards listed in the "World Class Practices" (which I have read and signed).
o Practice C-I-CARE when interacting with patients, their families, visitors, or internal customers.
o Connect with the patient and family members by addressing them as Mr./Ms., or by the name that they prefer.
o Introduce yourself and your role.
o Communicate what you are going to do, how long it is going to take, and how it will impact the patient.
o sk and anticipate patient and/or family needs, questions or concerns.
o Respond to patient and/or family questions and requests with immediacy.
o Exit courteously and/or with an explanation of what will come next (or when you will be back to check on them).
o Practice C-I-CARE phone etiquette during all phone interactions
• lways exercise courtesy whenever patients, family members, visitors and co-workers are present.
o Respect privacy and dignity of our patients, family members, visitors and co-workers.
o Maintain professionalism in the presence of patients, their families, visitors and co-workers
• Observe departmental Patient Experience plan, competencies and practices.
o ct as a role model, verbally and behaviorally demonstrating skill, enthusiasm, positive problem solving, commitment and loyalty to the profession and the organization.
o Participate in positive problem solving by providing suggestions and possible solutions to identified concerns/problems in the work place.
• Comply with Health System Workplace Conduct Policy
o Engaging in disruptive behaviors that interfere with or prevent normal work functions or compromise patient safety, including passive or active behaviors will not be tolerated as stated in the HS Workplace Conduct Policy.
• Comply with Health System Dress Code Policy and practices

INSTITUTIONAL AND/OR PROFESSIONAL STANDARDS
• Comply with HIP nd Confidentiality Policies and Procedures as they apply to the job
• Comply with Department of Public Health (DPH), The Joint Commission and other accreditation and regulatory agencies standards
• dhere to all Hospital Policies and Procedures
• Knowledge and adherence to Infection Control and Environment of Care Guidelines and Procedures as described in the annual education module
• Demonstrate adherence to the requirements for using the electronic medical record
• Demonstrates understanding of institutional and department specific emergency management procedures/responsibilities to maintain personal, patient, and co-worker safety, maintains competencies in these areas, and participates in disaster/emergency related exercises and education.

CYBERSECURITY TRAINING REQUIREMENT

PERFORMANCE IMPROVEMENT
• dhere to current organizational Performance Improvement priorities
• Participate in quality studies through data collection
• Make recommendations and take actions to improve structure, system or outcomes

Skills, Knowledge and Abilities
(Complete this section for Job Descriptions only. Disregard if used for Performance Evaluations.)
REQUIREMENTS:
List any equipment (machines, tools, office appliances or motor vehicles) required to do the job, with or without a reasonable accommodation. Indicate whether use is seldom, occasional, frequent, or constant.

Required Skills and Abilities
• Must have or acquire certifications required to support the applications. If Analyst does not yet hold needed certifications, they will be required to travel to Wisconsin and attend Epic Certification training sessions. Analyst required to achieve certification within three months of the last class and three exam attempts.
• Broad and/or in-depth knowledge of multiple areas of focus in application specialty areas. Knowledge of systems and functions, including design, development, implementation, user support and training, maintenance, quality assurance, and system testing and evaluation.
• bility to research, organize, analyze, and synthesize data to support effective decision making.
• Must be detail oriented and have a knack for probing for information, in order to fully understand the underlying needs that influence how a system should be configured/ organized.
• bility to manage multiple and competing tasks.
• bility to work effectively as a team player and work with people of all backgrounds, at all levels.
• Effective leadership skills and strong customer service orientation.
• Superior organizational skills.
• Strong written and verbal communications skills, with the ability to convey technical information to all levels of application users in a specific, clear, and concise manner.
• bility to remain calm in difficult and stressful situations. Must be able to recognize problems, evaluate, and refer to the appropriate channels for action.
• Strong interpersonal skills, with the ability to effectively train, support, and work collaboratively with business owners, team members, and management.

Required Knowledge and Experience
• Demonstrate proficiency with information systems technology, which also includes Microsoft Office Suite, email, intranet, internet, and other systems.
• Demonstrated skill in system workflow and business process flow analysis and design.
• Bachelor's Degree in health care information technology, computer science, or related area, and/or equivalent combination of experience/training.
• Three years of experience in a healthcare related organization.

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