Application Analyst, Telehealth

Role Description

The telehealth analyst helps lead the successful integration and evaluation of the telehealth efforts for the system. This person will actively work with resources from across the organization and its affiliates. In this role, the telehealth analyst will support the technical integration, operational execution, and monitoring of all telehealth related activities. The telehealth analyst will lead all training activities for all use cases. Additionally, they will collect and analyze all telehealth data by creating dashboards to monitor the performance. This role will execute all telehealth tasks driven by the digital experience team and the telehealth strategic governance council.

Responsibilities include but are not limited to:

• Manage and support training and development of telehealth use cases
• Support the successful integration of telehealth into RWJBH operations and technology systems
• Develop reports and dashboards to monitor and measure performance
• Analyze data and identify opportunities for improvement to drive utilization and growth of telehealth
• Develops key metrics related to process improvement projects (re: telehealth) to ensure expected outcomes are being achieved and monitored
• Defines and maintains project plans and communication/reporting associated with multiple work

Qualifications

Education

• Preferred: Master’s degree in Health Care, Information Technology, Business, or related field
• Minimum: Bachelor’s degree or equivalent years of relevant work experience

Work Experience:

• Preferred: Experience in Epic, telehealth, and health system operations strongly preferred
• Minimum: Three (3) years of progressively responsible related work experience in a healthcare environment.
• Experience with implementing financial/clinical information systems and/or large-scale and complex standardization and implementation of an EHR is highly desirable
• Demonstrated workflow process analysis and design, communication and interpersonal skills, facilitation/training skills, project management capabilities, and leadership orientation
• Strong assertiveness skills and ability to manage conflict in a variety of situations
• Superior organizational skills
• Demonstrated ability to align and motivate key process stakeholders, including nurses, physicians, and other clinical/administrative staff
• Demonstrated ability to interact with multidisciplinary teams
• Demonstrated application design and implementation skills
• Experience in Epic installations preferred

Licenses and Certifications:

• Minimum: MyChart, Cadence, or Ambulatory
• Preferred: Mychart AND Cadence or Ambulatory
• Applicant is expected to maintain certification as current by completing New Version Training (NVT), as applicable
• For clinical applications, clinical licensure is preferred

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

• Collaborating to understand and execute the Epic application architecture and integration
• Serving as a business unit expert to set the direction for the organization's workflows by attending site visits, validation sessions, and other integrated sessions
• Investigating end-user requirements and needs, applying potential solutions and pressure-testing solutions using an agile method
• Analyzing data conversion needs
• Preparing details of specifications as needed
• Achieving in-depth knowledge of the software and serving as a bridge between end-users and vendor implementation staff
• Understanding choices in application specifications
• Assessing implementation strategies and the impact those strategies will have on workflows and operations
• Analyzing new functionality in new releases to determine whether or how it should be used
• Documenting current and new workflows and understanding how workflow decisions translate to application configurations
• Performing in-depth analyses of workflows, data collection, report details, and other technical issues associated with the use of the software

• Serving as a liaison between end-users' workflow needs and Epic implementation staff
• Maintaining regular communication with Epic representatives, including participating in weekly project team meetings
• Working with Epic representatives, RWJBH’s business community, and end-users to ensure the system meets RWJBH’s business needs in regard to the project deliverables and timeline
• Responding to vendor's technical questions
• Maintaining rules for how each new version is released
• Communicating regularly with other Application Managers/Leads to resolve issues, conflicts and application integrations
• Communicating changes to workflows to Principal Trainers
• Ensuring that appropriate subject matter experts are involved in design, configuration and testing sessions
• Holding weekly communications with team members to discuss the status of deliverables, shared issues, end-user concerns, budget, and upcoming milestones
• Gathering, documenting and providing feedback for team lead/member performance

3) Issue Resolution and Project Management:

• Identifying issues that arise in the application area as well as issues that impact other application teams and working to resolve them. This also involves working closely with the technical support on issues of install choices, master file and category list set up, synonyms and preference lists, etc.
• Managing and executing identified mitigation plans
• Coordinating test plans and new systems, complying with version upgrades and system modifications
• Reviewing the status of projects and issues on an ongoing basis with leadership, which includes the creation of status reports
• Demonstrating self-direction and ability to manage integrated project deliveries
• Supervising basic issues and roadblocks, escalating issues as needed

4) Executing Application Build:

• Facilitating the development of integrated workflows by working closely with the project team, subject matter experts and technical leads to define processes that cross applications and functional areas
• Guiding workflow design, building and testing the system, and analyzing other technical issues associated with Epic software
• Identifying and implementing requested changes to the system and general system enhancement needs
• Assisting in the building of new data sets and testing of new functionality
• Developing and documenting internal procedures that will be used in conjunction with the applications
• Prioritizing and implementing changes requested for the system
• Coordinating software updates and changes with users
• Working with users on the sharing of data, category lists, etc.
• Setting standards for naming and numbering conventions and security classifications
• Reviewing new vendor software releases and updates to help determine which features will be utilized
• Assisting and supporting training teams with necessary build, content, and documentation, as needed

PI219533816