Application Analyst, Ser

Application Description
Enterprise SER Application Analyst for the Epic Together Team. The Provider and Resource master file (often called the Provider master file or SER master file), stores information about RWJBH providers. The SER record contains information for each provider, such as: demographic, Specialty, eRX, admitting/attending privileges, communication preferences, and various Epic application settings. Almost all applications in Epic, including 3rd party workflows, use data from the SER records and therefore must remain up-to-date and well maintained. There are multiple data sources being combined with Informatica (including Verge, ProCred, CARE/Simplr, and the Community Provider Report which need to be vetted and included in the Epic SER on an ongoing basis.
The SER Team will be the primary accountable owner for the provider record in Epic and liaise with external parties (ex. Medical Staff Office and Medical Education leadership) to maintain the integrity of the data.
Role Description
The SER Application Analyst is primarily responsible for supporting the design and build of the Epic application. They are primarily responsible for the overall build of the records, system configurations, change documentation and support of operations for the application. This may include but is not limited to provisioning and deprovisioning, data automation/integrity, integration, onboarding/offboarding providers and offices, as well as addressing errors and issues, The Application Analyst is responsible for the installation, upgrades, and configuration of the application. The Application Analyst assists in the coordination of end-user support activities. The Application Analyst creates the test plans for the application, executes the test plans and version upgrades, and documents all test outcomes, including troubleshooting and support. The Application Analyst is responsible for addressing user or build issues, recommending mitigation plans and escalating more complex issues. The Application Analyst also provides on-call support for the application
Cadence/Referrals, Ambulatory, and Results Routing

• Required skillset:
  • Epic Ambulatory Certified
  • Epic Cadence and Referrals Certified
  • Excel expert
• Focus areas:
  • SER Ambulatory and Cadence liaison
  • SER Results routing
  • SER liaison to Population Health
  • EEDS and Direct Address ownership

Job Qualifications/Education/Training/Certification/Licensure
Qualifications
Education

• Preferred: Bachelor's degree or equivalent years of relevant work experience
  • Minimum: Associate's degree or three (3) or more years of relevant work experience

Work Experience:

• Preferred: Three (3) years relevant experience in a health care setting
  • Minimum: One (1) year relevant experience
• Preference for knowledge and work experience in Epic implementations/SER
• Demonstrated interest in supporting the development and build of the SER application

Licenses and Certifications:

• Minimum: Obtaining applicable certification will be an expectation of the role (Security, others)
• Applicant is expected to maintain certification as current by completing New Version Training (NVT), as applicable

Key Competencies

• Adaptability/flexibility: demonstrating flexibility with respect to changing end-user business needs
• Critical thinking: the ability and willingness to see things in an open-minded way and examine an idea or concept from as many angles as possible
• Dependability: the ability and willingness to take ownership of work activities and ensure that they are completed in an accurate, efficient, and timely manner. Must be detail-oriented with strong organizational skills and able to function effectively in a fast-paced environment and meet deadlines
• Initiative: the ability and willingness to recognize assignments or tasks that need to be completed, to seek out additional assignments or tasks, and to help others
• Interpersonal skills: the ability to communicate information clearly and concisely with project leadership and subject matter experts; the ability to gain trust and establish effective relationships with Epic counterparts
• Learning: the ability and willingness to learn new software and systems
• Listening: listening attentively to ensure that the intended message has been accurately received, holding responses until the person has finished making their point, and repeating information to ensure accuracy
• Problem solving: seeking, logically examining, and interpreting information from different sources to determine a problem's cause and developing a course of action to resolve the problem and to prevent its recurrence
• Resilience: the ability to persevere in difficult situations, overcome obstacles, and reach high levels of performance when faced with stressful work situations and time pressures

Responsibilities
The Application Analyst is the primary support for the Application Lead for the related Epic application. In addition to the duties discussed in the Role Description, the Analyst is responsible for the following:
1) Executing Application Design and Build:

• Designing and building the related application
• Working with Operations to optimize the design of the application's capabilities and workflows
• Performing a thorough review of all Foundation Build Content and workflows for application
• Participating in unit, application, and integrated testing for system functionality
• Building data fields, screens, templates, and user-defined functionality, as required
• Reviewing the proposed training curriculum
• Following build standards and maintaining synchronization between environments in collaboration with environment team

2) Application Support:

• Providing go-live support for users on new applications, including functionality
• Providing on-call support for application through go-live and post go-live
• Representing application in Integrated Area Workgroups
• Supporting continuous documentation of system modifications and updates

3) Documentation and Communication:

• Maintaining and closing support tickets
• Logging decisions and issues/risks in tracker
• Supporting application governance needs, including development of business case for decisions
• Maintaining version control of work flows, issues/risks log, and decisions tracker
• Supervising basic issues and roadblocks, escalating issues as needed
• Communicating with supervisors to determine necessary escalations

4) Project Management:

• Recommending areas for process improvement
• Assisting with development of future state materials
• Following the process for identification, tracking, resolution and closure of all issues
• Following the change control process and any required changes
• Coordinating test plans and new systems, complying with version upgrades and system modifications