Application Analyst - Clinical Informaticist - Level I & II

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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.

General Description of the Job Class

The Clinical Informaticist implements, evaluates, and supports technology solutions for patient care. This includes the Maestro Care (Epic) electronic health record (EHR) and other clinical information systems. Clinical roles and users supported includes nursing, allied health, and providers. In addition, the Clinical Informaticist will participate in design for optimization requests and new features.

Acts as a primary resource for clinical users, troubleshooting issues promptly, coaching on system use, and serving as a liaison between frontline staff and technical teams. The Clinical Informaticist identifies problems, determines clinical workflow, designs solutions, develops user reference materials, coordinates user testing, and provides ongoing support.  The incumbent collaborates closely with clinical users, operational management, medical/nursing informaticists, Patient Care Technology Education trainers, and Duke Health Technology Solutions (DHTS) applications staff. Serves as a Maestro Care EHR application expert for core workflows at Duke Health Lake Norman Hospital (DLNH) including perioperative, obstetrics, inpatient, and emergency department. This position will provide onsite support for DLNH and will additionally support enterprise go lives at other facilities. Reports to the Chief Nursing Information Officer (CNIO).

Duties and Responsibilities

Level 1

• Obtain and maintain Epic certification and/or proficiency as defined by management which may include a combination of virtual classroom instruction, self-directed learning, project assignments, and competency exams within the defined timeline.
• Provide both business and after hours (nights and weekends) support for clinical system issues, including troubleshooting and coaching users on user level preferences/ configuration. Ensures timely resolution and clear communication with users.
• Guide users through incident reporting and service request processes, ensuring accurate documentation and follow-up.
• Monitor user feedback to identify recurring issues and escalate appropriately.
• Leads design sessions with users, management, and Maestro Care applications staff to review problem, identify solution options, and determine best solution recommendation. Recommend areas for process improvement. Facilitates development of SBARs and use of clinical IT governance committees to get requests approved and prioritized.
• Participates in data collection and analysis to determine effectiveness of system changes. Interprets and analyzes systems, data, and information with supervision.
• Implements change management plans to keep stakeholders, users, and leadership informed/supportive of key projects, optimization efforts, and upgrades.
• Participates in planning and providing customer updates to Super-User groups in collaboration with the informatics educators.
• Collaborates with informatics educators on the clinical workflows and associated training needs for clinical users related to orientation, system revisions, and system upgrades.
• Implements applications, tools, processes, and structures that assist end users with the management of data in their clinical or business unit.
• Designs solutions to support best practice, patient safety, usability principles, and alignment with regulatory and accreditation standards. Remains cognizant of security protocols, confidentiality, privacy concerns, and access issues in system design, implementation, and support of users.
• Participates in Nova Note review for Maestro Care releases/updates/upgrades to determine impact to clinicians and workflows.
• Serves on committees, task forces, learning from defects, root cause analysis, and other work groups related to clinical information systems and documentation.
• Makes oral and written presentations to project teams and management.
• Updates user, operational, and department documentation including downtime procedures.
• Coordinates and operationalizes simple to mo