Willow Analysts are the primary support contact for the Epic Willow Application. Willow analysts coordinate issues which arise for their application area and must be knowledgeable about the organization's policies, procedures, quality standards, and business operations. Familiarity with a healthcare organization's Pharmacy Department workflows, regulatory requirements, and patient experiences as well as understanding a wide array of integration points is required. Willow analysts must make decisions regarding the urgency and or seriousness of calls and serve as a liaison between the technical staff of the department and the department's wide variety of customers and must escalate appropriately to resolve issues. Depending on operations, business or project needs, the Willow Analyst may be asked to perform duties outside what is defined in the job description on a temporary basis
Experience: Three years of related experience. Requires working knowledge of specialized practices, equipment, and procedures.
Statement Of Employment Philosophy
Being a part of Tanner Health System is more than a job, it is a promise we make to treat every patient with exceptional service every time they walk through our doors. Service excellence is the foundation of our organizational culture and the expectations we all set for each other, our patients, physicians and our community. All employees agree to abide by a set of service standards. These standards are the promise we make to provide the best care possible, and represent our beliefs, values and who we strive to become. We each commit to making Tanner Health System a great place for our employees to work, for patients to receive care and for physicians to practice medicine.
Functions
Area of Responsibilities
- Application Support: The Analyst III acts as the primary support contact for the application's end users. The analyst is responsible for monitoring the ticket queue, reaching out to the end user to ensure clear understanding of reported issues, and closing tickets in accordance with defined Service Level Agreement (SLA) guidelines. The analyst can independently troubleshoot and resolve complex problems without assistance, while acting as a resource for the team. The Analyst III has more extensive knowledge of other applications and specialty features (such as those identified by Badges and additional certifications) that enable the analyst to troubleshoot break-fix issues and lead cross-team efforts. The Analyst III provides assistance, information, and support to others, and seeks to share his her expertise. The Analyst III seeks opportunities to work on projects and work with other teams as a means to develop experience and knowledge.
- Application Maintenance and Monitoring: The Analyst III is responsible for ensuring the day-to-day operability of the application which includes but is not limited to monitoring of applicable work queues. The Analyst III is expected to have advanced knowledge of the integration points for third party applications as well as ensuring that the third party applications function as expected with Epic. The analyst should engage with necessary stakeholders to establish a process where third party applications stay on an acceptable release version (n-1) and coordinate and complete any upgrades. The Analyst III demonstrates the ability to drive the upgrade projects to timely completion by engaging vendor to resolve complex issues when necessary. The Analyst III should exhibit the ability to provide practical, relevant ideas for improvement and actualize these ideas. The Analyst III identifies what needs to be done before being asked or before the situation requires it. The role also has responsibility for periodic review of their workforce member's security access levels to the electronic patient healthcare information to ensure access is limited to job function.
- Incident Maintenance: The Analyst III is expected to identify and resolve any system issues that could impact the integrity, safety, and availability of the system. The Analyst III is expected to strategically evaluate risk versus benefit, financial implications, and long-term supportability of any changes resulting from reported issues, and follow through with build modification in order to resolve issues and improve workflow for the functional area. When an issue crosses multiple applications or specialties, the Analyst III will demonstrate teamwork and leadership by spearheading the collaboration of cross functional teams across all areas of IT to implement requested changes or drive an issue to resolution while adhering to the established Change Control Process. The role may require that the analyst identify stakeholders, coordinate meetings, document findings, and any other task necessary to resolve the issue.
- Change Management: The Analyst III will participate in Epic upgrade cycles by performing Nova note review, and will analyze and review enhancements changes, perform the necessary build, test, and install the upgrade. The Analyst III should work with operations to obtain buy-in for implementing new features introduced by the upgrade while staying within best practices. In addition to scheduled upgrades, the analyst will guide and own workflow design and changes required to keep the organization current with Gold Star, Honor Roll, and Staying Current requirements. The Analyst III should be a resource for their team and other teams when upgrades and or enhancements potentially impact their application, and should evaluate the ".big picture". with regard to recommendations of future functionality. The Analyst III stays abreast of business, industry, and market information that may reveal business opportunities for the organization allowing the analyst to propose new approaches, methods, or technologies.
- Operational Engagement: The Analyst III is responsible for serving as a liaison between operations, the IT Department, and the vendor (EPIC, additional third party applications). Maintaining regular communication with direct operational contacts to identify current operating procedures, problems, and requirements. The Analyst III anticipates customer needs with the goal of generating loyalty and lasting relationships, and seeks customer feedback to ensure needs have been met. Active participation and contribution to organizational committee meetings, and an active role in integrated workgroups is expected. The Analyst III will lead meetings, give presentations, or chair integrated workgroups when called upon. The Analyst III should stay abreast of upcoming, future upgrade features. It is expected that the analyst will identify features that are strategically beneficial to the organization, and introduce these features to operational and IT leadership to facilitate a proactive plan to implement, especially where budget or staffing constraints may introduce risk to the project. When working on specific projects, The Analyst III should act as a project manager and provide criteria for a successful project outcome, understand potential pit falls, coordinate a plan and timeline, and work with operations and leadership to limit scope.
Compliance Statement
- Employee performs within the prescribed limits of Tanner Health System's Ethics and Compliance program. Is responsible to detect, observe, and report compliance variances to their immediate supervisor, the Compliance Officer, or the Hotline.
Required Knowledge & Skills
Education: High School Diploma or GED
Experience: Three years of related experience. Requires working knowledge of specialized practices, equipment, and procedures.
Licenses and Certifications
Qualifications
- Current Epic certification(s) or accreditation in area of support is preferred. Epic certification in other areas may be considered initially. If Epic certification(s) in area of support has not been obtained or has lapsed, certification(s) related to area of support must be achieved during first 90 days. Epic certification(s) in area of support must be kept current, completing NVT (new version training) and re-certification as required.
- Bachelors Degree preferred.
- Additional Epic Certifications or Accreditations and Badges preferred but not required.
- Analyst level and role specific qualifications outlined in the Information Technology Analyst Ladder policy.
Definitions
The Analyst III is the primary support contact for the application. They coordinate all issues that arise during the project for their application areas and must be very knowledgeable about the organization's policies, procedures, and business operations.
Position Responsibilities
Contact with Others: Requires frequent contact with many persons at different levels inside and outside of the organization to carry out organization policies and programs and obtain willing acceptance, consent, or action.
Effect of Error: Probable errors not easily detected and may adversely affect external as well as internal relationships and may result in major expenditures for equipment, materials, or procedures detrimental to the patient's welfare or the organization's interest. Work is subject to general review only and requires considerable accuracy and responsibility. Continually works with reports, records, plans, and programs of a major functional area of the organization where integrity is required to safeguard the organization's position. Duties may involve the preparation of data on which the administration bases important decisions and are highly confidential.
People Management Responsibilities
Supervisory Responsibility: Occasionally uses assistance of aide or helper in performance of task
Work Environment/Physical Effort
Mental Demands: Work involves a variety of complex problems to be solved under general organization policies. Ingenuity and judgment are required to review facts, plan work, estimate costs, and deal with factors not easily evaluated, interpret results, draw conclusions, and take or recommend action. Solutions to problems often require coordination with other departments.
Working Conditions: Generally pleasant working conditions/normal office environment.
Working Conditions Aspects for Immunizations
Performs tasks involving contact with blood, blood-contaminated body fluids, other body fluids, or sharps (needles): No
Directly works with Patients less than 12 months of age: No
Physical Effort: Light physical effort - Much of work done while sitting but with more than normal standing or walking. Handles light materials intermittently. Office or laboratory work requiring more than normal visual effort.
Physical Aspects
Bending: Not required
Typing: Frequent = 34% - 66% of the time
Manual Dexterity - picking, pinching with fingers etc.: Not required
Feeling (Touch) - determining temperature, texture, by touching: Not required
Hearing: Frequent = 34% - 66% of the time
Reaching - above shoulder: Not required
Reaching - below shoulder: Not required
Visual: Frequent = 34% - 66% of the time
Color Vision: Not required
Speaking: Frequent = 34% - 66% of the time
Standing: Not required
Balancing: Not required
Walking: Not required
Crawling: Not required
Running - in response to an emergency: Not required
Lifting up to 25 lbs.: Not required
Lifting 25 to 60 lbs.: Not required
Lifting over 60 lbs.: Not required
Handling - seizing, holding, grasping: Not required
Carrying: Not required
Climbing: Not required
Kneeling: Not required
Squatting: Not required
Tasting: Not required
Smelling: Not required
Driving - Utility vehicles such as golf carts, Gators, ATV, riding lawnmowers, skid steer, aerial lift: Not required
Driving - Class C vehicles: Not required
Driving - CDL class vehicles: Not required
N95 Respirator usage (PPE): Not required
Hazmat suit usage (PPE): Not required
Pushing/Pulling - up to 25 lbs.: Not required
Pushing/Pulling - 25 to 60 lbs.: Not required
Pushing/Pulling - over 60 lbs. : Not required
