Healthcare IT Analyst-Support Services

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.

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.

• Trust – Be honest; follow through; have confidence in each other
• Respect – Be understanding; listen; consider other viewpoints; give others credit
• Ownership – 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 Maestro Care 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 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 Maestro Care master files.
• Educate and train end‑users via face‑to‑face, phone, email, Web Ex 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…