An Application Analyst (Level I) provides primary support for the hospital’s EMR and ancillary medical and business programs. They plan, build, test, validate, and support the EMR, and assist ancillary IT groups (Radiology, Lab, Pharmacy, etc.) as a tie back to IT and an escalation point for systems issues.
Responsible for implementation and support of applications; works closely with end users to troubleshoot and correct problems relating to applications, and assists with conversions to and implementations of software products; uses operational knowledge to seek out, research and evaluate a variety of solutions to provide end users with high quality, efficient products; maintains and supports specified installed applications software products; demonstrates leadership skills in all job responsibilities.
Application Analysts create and maintain knowledge articles in accordance with departmental standards. Analysts are responsible for performing troubleshooting, and when necessary, escalating complex issues to specialized engineering or application support teams.
Qualifications:
Required:
- Associates Degree OR relevant years of experience.
Preferred:
- Bachelor’s Degree in computer science, Engineering, or Healthcare Related Field.
Responsibilities
- Responsible for implementation and support of EMR and ancillary applications.
- Works closely with end users to troubleshoot and correct problems relating to applications and assists with conversions and implementations of software products.
- Uses operational knowledge to seek out, research and evaluate a variety of solutions to provide end users with high quality, efficient products.
- Maintains and supports specified installed application software products.
- This individual supports and trains users on operations, procedures and equipment on as needed basis.
- Ensures excellent customer service and efficient, effective support for the facility's computer system.
- Documents issue resolution steps, ticket updates, and recurring problems.
- Provides customer service and support to all users, organization- wide.
- Ensures personal commitment to understanding and meeting the unique needs of intradepartmental customers by motivating, empowering and recognizing co-workers.
- Professional and effective communication with team members, managers, and other associates.
- Demonstrates a high level of skill in resolving difficult situations.
- Assists in creating a department that is dedicated to measurable service excellence.
- Assists with quality priorities and goals to ensure continuous improvement.
- Documents issue specifics and updates tracking system regarding issues and projects until resolution; and creates and maintains documentation for assigned responsibility areas.
- (Ex: training materials, installation directions, technical and asset tracking).
- Identifies cause and/or eliminates unrelated factors; applies logical trouble shooting procedures; researches vendor specific updates and fixes; and applies resolution within service levels.
- Effectively utilize department tools for communication, such as Microsoft Teams.
- Ability and willingness to learn new technical skills and responsibilities, and keeping up to date on technological changes in the field.
- Participate in 24/7 on-call rotation and support major system outages or planned downtime events, and flexibility of assisting with issues after hours if needed.
- Provide daily support for EHR/EHR-related applications (Meditech) under guidance from senior staff.
- Document procedures, system changes, and incident resolutions.
- Ensure compliance with HIPAA, hospital security policies, and change-management requirements.
- Escalate complex problems to Level II/III or specialty teams as needed.
- Delivers a work product that meets projects requirements as defined by the scope and stays within departmental guidelines for application configuration/development.
- Analyzes and documents current and future needs and workflows through interviews and gathering data regarding regulatory requirements, operational procedures and hospital/departmental policies.
- Participates in the planning, development, implementation, maintenance, support and evaluation of clinical or business application system as assigned.
- These activities may include system design, documentation of design decisions, workflow redesign and documentation, data collection, database building, testing and troubleshooting.
- Under direct supervision, designs, documents, builds and modifies the complex critical applications in order to best meet the needs of the organization.
- Demonstrates knowledge of tools such as process flow documentation and base level project reporting.
- Under direct supervision, is able to research stakeholder requests for optimizations using various tools including vendor application resources.
- Develops and maintains knowledge of interface design and development between various distributed systems.
- Understands interface protocols and specifications and how information can flow between systems.
- Learns, develops, and maintains competency in the assigned application or technical area.
- Understands application impacts within the clinical and/or the business departments and resources.
- Maintain certifications/proficiencies once obtained.
- Uses appropriate departmental project management tools, such as Eclipse, SharePoint issues lists, Freshworks, etc.
- Develops understanding of project management methodologies including planning, scope definition/documentation, timeline development, dependency consideration, staffing, project structure and status-ing/issue management.
- Contributes and participates in turnover documentation and presentations when projects are complete.
- Helps to maintain systems in an operational readiness state and identifies enhancements to help end user efficiencies.
- Develops understanding of testing concepts including different types of testing and their objectives.
- Develops and executes tests scripts based on future state workflows and software enhancements/fixes.
- Is responsible for maintenance of test scripts as workflows change based on software changes or user requirements.
- Reviews future state workflow documentation with Trainer for curriculum development.
- Validates training curriculum with Trainer. May also serve as proctor during training events.
- Reviews training questions during training events and helps to document responses.
- Participates in communication development of optimizations by producing screen shoots and explanations of new feature/function/workflow.
- Other duties as assigned or required.
- Accountability
- Ownership, initiative, trust and respect, continuous learning/improvement.
- Takes personal responsibility for completing assigned activities and seeks new opportunities to provide high-quality work/service; looks for ways to improve individual performance.
- Is clear about daily tasks and shows a flexible, proactive approach to accomplishing responsibilities in the face of changing situations (e.g. patient emergencies).
- Shows respect in every interaction and builds trust; demonstrates adherence to code of conduct.
- Shows willingness to learn new technologies, tools or systems, and is eager to gain new skills.
- Demonstrates accountability in delivering assigned tasks.
- Customer Focus
- Customer expectations and needs, service improvement, cross-functional collaboration.
- Understands personal and practical needs of all customers and takes appropriate action to meet expectations for quality care and/or service.
- Has self-awareness of own behaviors; makes changes in behavior to improve the service experience and coworker experience; is aware of how personal actions affect the customer experience and coworker experience; adjusts personal behaviors as needed to meet or exceed customer expectations and department expectations.
- Demonstrates the ability to work effectively within and across work units to deliver the best customer experience.
- Planning and Decision Making
- Planning and organization, problem solving, time management, effective use of resources.
- Plans daily routine to properly organize tasks and demonstrates the flexibility to meet immediate customer needs effectively and efficiently.
- Proactively asks open-ended questions to clarify and resolve underlying issues; escalates issues promptly and responsibly as necessary.
- Allocates time appropriately to effectively handle multiple priorities and varying workload.
- Demonstrates stewardship through the identification and appropriate use of available resources (time, equipment and supplies).
- Communication
- Interpersonal skills, effective communication, managing crucial conversations.
- Listens well, shows a positive attitude and modifies tone and delivery to effectively meet the needs of the customer or coworkers.
- Demonstrates self-awareness and gathers thoughts before speaking to deliver clear messages that are easily understood by others.
- Understands needs of others and willingly takes the H.E.A.T. by remaining calm and positive under high stress situations.
- Reports project issues and accomplishments to managers/project managers.
- Relationship Management and Teamwork
- Building productive relationships, knowledge sharing, collaboration.
- Is approachable, builds rapport, and uses formal and informal networks to facilitate achievement of departmental and organizational goals.
- Willingly shares information, materials and know-how to contribute to and achieve common objectives.
- Works as a team player in a diverse workforce and looks for ways to improve interactions with all co-workers, contributing to a welcoming and helpful environment.
HIPAA: This position will have access to the Protected Health Information described below, in order to carry out the duties related to the position at Hays Medical Center, based on the following criteria:
- Primary – required (routine) to do the job;
- Secondary – required for the job, but mostly by exception; and
- None – no approved access
Description of Information:
- Secondary
- Patient Demographic Information (information used to identify a person): Name, Date of Birth, Address, Race, Marital Status, Religion
- Financial Information/Insurance (information related to insurance, billing, and payment): Billing Information, Payer Name, Payer ID, Account Balances, Plan Elements Covered, Payment Information, Payment Rates
- None
- Coding Information (clinical information that is in (alpha) numeric format): ICD-9 Codes, Rev Codes, CPT Codes
- Clinical Information (information that describes a patient’s health status): Diagnosis, Reports/Medical Notes, Test Results, Problem List, Procedures, History and Physical
Infection Control: This position will include initial and ongoing training in dealing with infection control. Training could include, but is not limited to, blood-borne pathogens, bodily fluids, and biohazardous materials, as it applies to your daily work environment.
Patient Interaction: No contact
