All across UW Medicine, our employees collaborate to perform the highest quality work with integrity and compassion and to create a respectful, welcoming environment where every patient, family, student and colleague is valued and honored.
UW Medicine’s IT Services department has an outstanding opportunity for an Epic Patient Access Applications Analyst 3!
Please apply if you are certified in TWO of the following: Prelude, Cadence, Referrals, Grand Central, RTE.
UW Medicine’s Information Technology Services (ITS) department is a shared services organization that supports all of UW Medicine. UW Medicine is comprised of Harborview Medical Center (HMC), UW Medical Center-Montlake (UWMC-Montlake), UW Medical Center-Northwest (UWMC-NW), Valley Medical Center (VMC), UW Neighborhood Clinics (UWNC), UW Physicians (UWP), UW School of Medicine (SOM) and Airlift Northwest (ALNW). In addition, UW Medicine shares in the ownership and governance of Children’s University Medical Group and Seattle Cancer Care Alliance (a partnership between UW Medicine, Fred Hutchinson Cancer Research and Seattle Children’s). ITS is responsible for the ongoing support and maintenance of the infrastructure and applications which support all of these institutions, along with the implementation of new services and applications that are used to support and further the UW Medicine mission.
Proactive System Monitoring, Troubleshooting, and Maintenance (20%)
Perform analysis and troubleshooting for complex application issues to meet established Service Level Agreements. Work with user groups to provide diagnostic assistance, resolution to questions and problem direction.
Maintain issue tracking (both internally and with vendor) and follow issue tracking policies and guidelines.
Provide proactive status updates to management, customers, and stakeholders.
Provide 24X7 user support of the assigned clinical applications.
Manage and resolve complex application and process problems and change requests.
Monitor and triage incident, error, and change request tracking [and follow associated polices and guidelines] to meet Service Level Agreements.
Coordinate all system information change requests and trouble tickets, including flow, tracking and prioritization of change requests/tickets, ensuring proper system functionality.
Customer Relationships and Requirements (20%)
Review and communicate release notes to identify system changes that will impact customers.
Develop customer relationships with operational leadership, ensuring effective collaboration between teams.
Using quality improvement principles, monitor system impact on user and departmental workflows, and incorporate results into system enhancements.
Maintain clear, consistent, proactive communication with all levels of user groups regarding changes to systems.
Mentor other Analysts on how to effectively communicate with customers.
Mentor other Analysts in business requirement principles (gather, document, analyze).
Make recommendations on strategies, priorities and timeline based on level of effort of development and implementation.
Identify system integration points between applications and communicate and analyze upstream and downstream impacts.
Proactively communicate application and system deficiencies and remediate or mitigate impacts to customer workflows.
Project and Process Management (20%)
Track and provide regular project status updates to leaders, customers, and stakeholders on progress and obstacles.
Lead small projects or larger project sub-components that may include cross-functional teams.
Observe and interview customers regarding operations and procedures to ensure successful completion of projects
Follow required Change Control processes to ensure proper approval, coordination, and communication of project tasks.
Manage and prioritize multiple tasks at once, adjusting for roadblocks and problems.
Application Design, Build and Implementation (15%)
Identify improvement opportunities through analysis.
Provide consistent and timely IT service deliverables using thorough analysis and thoughtful application of technologies.
Work with other analysts, developers, customers and vendors to elicit, analyze and document requirements.
Research, troubleshoot and perform detailed analysis on customer inquiries and anomalies to support issue resolution and decision making.
Leverage best practices and documentation provided by the vendor.
Perform impact analysis, understand upstream and downstream impacts of changes, provide feedback on customer change requests, draw conclusions and recommend resolution.
Application Testing (10%)
Test all scenarios conforming to quality standards at the solution level, including:
Test system changes and assist with development of test plans for usability, performance, and adherence to standards.
Oversee results of application and system testing.
Lead validation process in the test management system (e.g., HP ALM) which includes verifying requirement coverage, authoring test cases with input from project team, executing test cases.
Documentation and Reporting (10%)
Evaluate and implement management requests for information to generate reporting requirements.
Design new workflows or application features to support data collection.
Implement reporting solution to meet customers' needs.
Partner with business stakeholders to define data collection workflow; designing new workflows or application features to support data collection.
Develop new and maintain existing application reports; update reporting criteria as necessary with applicable application changes.
Other Duties (5%)
Assist with development of security and confidentiality system standards for applications to meet federal, state, CMS, and JCAHO regulations.
Follow UW Applications build standards and change control processes, with a focus on enterprise build and long-term system maintenance.
Manage external vendor relationships and agreements, including acting as primary contact for daily operations, evaluating possible vendor solutions and systems products, and managing and coordinating system or application upgrades.
Provide oversight to vendor resources assigned to production work, including planned and unplanned outages, project work, and issue resolution.
Currently holds 2 or more current Epic certifications in Prelude, Cadence, Referrals, Grand Central, RTE (or equivalent in other EHR systems) OR has obtained Epic proficiency (or equivalent) and has consistently demonstrated technical competencies for 4+ years in relevant functional/business area.
Bachelor's degree in Computer Science, Health Information Systems, Math, Information Technology, Business Administration, or related field or equivalent combination of education/experience.
4+ years’ recent healthcare or IT experience, including:
2+ years providing EHR systems application maintenance/support.
2+ years providing EHR systems application maintenance/support.
Demonstrated experience serving as a role model in providing an exceptional business partnership with customers, continuously adapting to their needs and feedback.
2+ years experience with application/system configuration and implementation of clinical information systems (and/or healthcare applications).
Background in practice management systems such as ADT, Registration, Scheduling, and Referrals.
Knowledge of security and privacy issues in the healthcare industry.
Previous experience in and knowledge of academic healthcare systems and/or operational environments.
Advanced degree (e.g., Master’s, PhD, etc.)
An understanding of departmental/clinical operations, workflow, policies, and procedures.
Experience with operational workflow design of clinical software.
CONDITIONS OF EMPLOYMENT
This is an Information Technology deadline-driven work environment.
The individual in this position is expected to work normal daytime hours. The majority of work is performed in an office environment during normal business hours; however, significant off-hours and weekends may be needed to resolve problems and respond to emergencies. This individual is expected to be available for emergencies (business continuity/disaster recovery efforts) on a 24x7 basis as needed.
Because of the physically separated sites for UW Medicine, this position requires the ability to travel to alternative work locations as needed.
Must coordinate projects without direct supervisory authority.
Must work within the constraints of multiple technical environments.
ITS provides services to all UW Medicine organizations – HMC, UWMC-Montlake, UWMC-NW, VMC, UWNC, UWP, SOM, and ALNW. The individual in this position must learn many organizational structures and cultures and continually foster collaboration.
Ability to communicate effectively in English, both verbally and in writing.
Founded in 1861, the University of Washington is one of the oldest public institutions in the west coast and one of the preeminent research universities in the world. The University of Washington is a multi-campus university comprised of three different campuses: Seattle, Tacoma, and Bothell. The Seattle campus is made up of sixteen schools and colleges that serve students ranging from an undergraduate level to a doctoral level. The university is home to world-class libraries, arts, music, drama, and sports, as well as the highest quality medical care in Washington State and a world-class academic medical center. The teaching and research of the University’s many professional schools provide undergraduate and graduate students the education necessary toward achieving an excellence that will serve the state, the region, and the nation. As part of a large and diverse community, the University of Washington serves more students than any other institution in the Northwest.