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General Summary/ Overview:
The applications analyst I is a seasoned analyst at Dana-Farber Cancer Institute (DFCI), Mass General Brigham (IS), and a member of the Clinical Ancillary Systems (CAS) team. The role of the analyst is to support existing complex integration with our hospital partners, work closely with the user community to support application workflow processes, assist with software design and implementation, participate in new interface projects, and manage small to medium projects or sub-projects. Satellite integration support includes patient and clinical data interfaces, as well as firewall and technical components of the integration. The analyst will participate in design, development, testing, implementation, and on-going maintenance of new and existing clinical information systems with a focus on the following applications: Sunquest (lab), RTLS, Epic Willow, Medselect, Dose Edge, and the specialty pharmacy system(s). S/he must be able to create and maintain healthy working relationships with end-users, leadership, and satellite staff.
The incumbent will be expected to perform site-level testing of the applications s/he supports; work with the end-users and vendors on updates and workflow changes; participate in/lead Epic integration testing; and manage small projects as well as perform the duties of an individual contributor on project teams.
This position will primarily support the Merrimack Valley satellite lab, however, the person in this role will also be expected to assist with the labs at main campus and the other satellites operated by DFCI.
Principal Duties and Responsibilities:
- Use/s the Mass General Brigham values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration
- Work with senior members of the DFCI IT team to develop a strong understanding of the applications and workflows supported
- Support workflow process and software design for all applications with an emphasis on the Sunquest lab application (application support, interfaces, and lab instruments), RTLS, and all pharmacy-related systems
- Research and resolve Sunquest instrument issues; maintain site-specific Sunquest dictionaries and coordinate any changes with the main campus Sunquest lab team
- Work with the Mass General Brigham enterprise digital health teams to coordinate upgrades, bug fixes, and downtimes
- Understand clinical workflows and how staff roles determine system usage
- Develop a strong relationship with application vendors and the DFCI/Mass General Brigham site teams
- Support end-users of the RTLS application and trouble shoot application and hardware issues (flat screens, thin clients, sensor, etc.)
- Support end-users of the pharmacy system(s): Epic Willow, Medselect/ADM application and machines, Dose Edge, specialty pharmacy system(s), and any of pharmacy application used by hospital staff; coordinate any application changes as well as problems with the main campus pharmacy support team
- Participate in projects, system upgrades, system enhancements, and hardware deployment utilizing Partners standard project lifecycle tools and activities
- Complete work assignments in accordance with established project timelines and project management tools and methodologies
- Identify complex problems, probable causes and impact on operations and offer possible solutions and optimal course of action.
- Inform manager and/or leadership in a timely manner of issues requiring their direct attention
- Communicate status on various project/program efforts to leadership, internal stakeholders and manage expectations, as needed
- Troubleshoot data interface (HL7, lab instrument, SIM/SAM, Web services, and batch files) errors through technical and operational means
- Support and educate end users, and answer “how-to” questions
- Identify and resolve issues and facilitate appropriate escalation for timely resolution
- Work closely with each satellite clinic’s leadership to support the IT needs of the clinic
- Represent the needs of the satellite clinics within the greater DFCI clinical systems team
- Function both as an individual contributor and team player within the CAS information systems team
- Participate in regular team meetings to discuss team and project/program related activities, issues, changes, and communication as needed.
- Provide consistent service to end users, according to defined service level agreements
- Other duties as assigned
- Bachelor’s degree with experience in healthcare information technology or experience as a lab technician
- Must have 3-5 years of healthcare IT experience
- Experience with real time locating systems (RTLS) desired but not required
- A combination of education and experience may be substituted for requirements
- Demonstrated support work experience including familiarity with service level agreements (SLA) and help desk procedures
- Familiar with project work
- Must be proficient in Microsoft applications such as Word, Excel, Teams, and PowerPoint
- A combination of education and experience may be substituted for requirements
- Local travel and travel to patient care areas and ALL satellite clinics required with limited patient contact
- Experience in end-user management, preferably in a healthcare setting
- Strong problem solving, analytical and negotiation skills
- Ability to effectively translate business requirements to functional requirements
- Possess strong interpersonal skills to effectively communicate with cross functional teams including staff at all levels of the organization
- Strong knowledge of clinical workflows preferred
- Excellent customer service and communication skills, both verbal and written
- Previous experience with a hospital lab information system
- Possess strong interpersonal skills to effectively communicate with cross functional teams including staff at all levels of the organization including both technical and non-technical personnel
- Requires minimal direction from leadership and possesses the ability to learn quickly
- Demonstrated ability to prioritize multiple tasks and projects with an appreciation for critical paths
- Demonstrated comfort facilitating group projects towards a successful completion of goals
- Experience in developing, executing, and troubleshooting application testing scenarios
- Must be well organized and systematic in work process
- Knowledge of clinical workflows
- Ability to successfully negotiate and collaborate with others of different skillsets, backgrounds, and levels within and external to the organization
- Ability to effectively conduct meetings, both formal and informal
- Familiarity and comfort level using remote video conferencing applications such as Microsoft Teams and Zoom
- No direct budgetary responsibility
- Demonstrates fiscal responsibility by effectively using DFCI and Mass General Brigham resources
- Possible local travel to DFCI and MGB sites
- While performing the duties of this job, the employee is frequently required to sit; talk; or hear; use hands to finger; handle; or feel; reach with hands and arms. The employee is occasionally required to stand; walk; and stoop; kneel; or crouch. The employee must frequently lift and/or move up to 5 pounds and occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision and depth perception.
- The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Normal office working conditions. The noise level in the work environment is quiet to moderate.
- A mix of remote work and on-site work expected. On-site includes office environment with cube space and/or hoteling. Includes travel to patient care areas, limited patient contact
- On-call support as assigned (includes evenings, nights, weekends, and holidays)
- Must be able to provide adequate transportation between work locations
- As business needs dictate, must be available to work non-standard hours