Duke Careers

Healthcare IT Analyst – Support Services

Duke Careers

full-time

Posted on:

Location Type: Office

Location: Durham • North Carolina • United States

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About the role

  • Serve as liaison among DHAS, Revenue Management, Clinic Management and Maestro Care teams for development, deployment, support, testing, and implementation involving provider templates in Cadence.
  • 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 workflow.
  • 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 referral process
  • 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 reminder.
  • 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, and implementation
  • 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 necessary.

Requirements

  • 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.
  • Strong technical skills, preferably using Epic electronic health record software
  • Experience working with health care providers and administrators
  • Excellent verbal and written communication skills
  • Excellent customer services skills
  • Ability to lead teams and reach consensus
  • Ability to manage multiple projects and achieve targeted completion dates
  • Ability to think critically to develop technical solution to problems
  • Attention to detail and accuracy
  • Ability to translate business process into technical solution
  • Knowledge of project management
  • User technical support/training
Benefits
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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Epic Cadencetemplate buildprovider schedulingreferral workflowsystem production supportMaster File maintenanceproject managementtechnical solution developmentuser technical supportdata analysis
Soft Skills
communication skillscustomer service skillsleadershipcritical thinkingattention to detailproject managementteam collaborationtraining and educationproblem-solvingconsensus building
Certifications
Epic Cadence CertificationBachelor's degree in business or healthcare