Application Analyst - Level 2 - Hospital Billing

Occupational Summary The Application Analyst is primarily responsible for designing, developing, deploying, and providing post-implementation technical support for the Maestro Care (MC) Electronic Health Record (EHR) across service access and revenue cycle workflows.

Responsibilities include planning, performing, managing, and supporting identified Maestro Care EHR users within the Duke Health environment. This support extends to MC Hospital Billing (HB) Claims, Charge Router, Price Estimates, Contracts, Financial Assistance, Dorothy & Comfort Revenue Cycle (Billing and Intake) and Research/Client Billing modules. Work closely with Epic and other Maestro Care application teams to create and execute deployment tasks, interpret revenue cycle workflows, and participate in the build, testing, and support of MC HB application.

Advising and assisting with educational issues, including cross-training team members, trainers/SMEs, and the DHTS Service Desk through face-to-face interactions and phone or email communications. Participating in a 24/7 production on-call rotation to triage and assist with incoming support requests. Partner with operational 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.

Facilitate Epic support during implementation phases to enhance knowledge transfer and promote proficiency in utilizing the application and provide 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. Behaviors/Soft Competencies *Advancement to Level 3 or above requires the employee, at a minimum, to successfully attain the following:* The following measures can help create a fair and comprehensive evaluation process for promotions, ensuring that the most deserving employees are recognized and given opportunities to advance.

Proven ability to work at the next level: This involves demonstrating the skills and competencies required for the next level of responsibility. Employees should have demonstrated that they can handle tasks and challenges that are typically associated with a higher position. Potential to serve beyond the next level: This measure looks at the employee's long-term potential and their ability to grow within the organization.

The employee should have the vision, ambition, and capability to take on even greater responsibilities in the future. Consistently demonstrates a values-based approach in how they work: Employees should consistently exhibit behaviors and decision-making processes that align with DUHS values. Theexhibited values are integrity, teamwork, diversity excellence, and safety.

Patient-focused is also critical to success. Is considered one of the top performers at their level across the organization: This measure evaluates the employee's overall performance and reputation within DHTS. Top performers are often recognized for their exceptional contributions, reliability, and ability to exceed expectations.

We will select the best and not the best available.

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 Hospital Billing is required | | | | | Skills: | Level 1 Certifications, Education and Team Process - Obtain initial or additional Epic certification and proficiency as defined by management through a combination of Epic classroom (at Epic, Madison WI), virtual Epic classes or remote self-directed learning, successfully completing associated projects and exams. - Contributes to oral and written presentations as part of a project team, with supervision. - Adhere to organizational policies and procedures and follow all change control processes defined within Maestro Care - Achieve project and assignment deliverables in support of improved Service Line functionality. - Completes work within scope of request and escalates to manager when customer is requesting changes/build beyond initial request. - Adhere to organizational policies and procedures and follow all change control processes defined within Maestro Care - Ensures deadlines are met and if needing to change outlines reasons appropriately. Technical Support and Build - Interprets and analyzes systems, data, and information with supervision. - Implements applications, tools, processes, and structures that assist end users with the management of data in their business unit. - Provides systems support to end users during business and after hours/weekends by participating in an on-call rotation. Follows escalation processes for issues that unable to resolve independently. - Troubleshoots technical issues through review and testing an