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Telehealth Applications Analyst 2

Company: UW Medicine IT Services
Location: Bellevue
Posted on: June 22, 2022

Job Description:

Req #: 207831 Department: UW MEDICINE IT SERVICES Appointing Department Web Address: Job Location: Bellevue, Harborview Medical Center, Health Sciences Center, Other Location, Remote/Hybrid, Renton, Seattle - Downtown, Seattle - Northgate, Seattle - Other, Seattle - Sand Point, Seattle - South Lake Union, UW Medical Center - Montlake, UW Medical Center - Northwest, UW Medicine Primary Care Job Location Detail: Primary work location may be fully remote within the US or at the Safeco Plaza Building on the corner of 4th and Madison in downtown Seattle Posting Date: 06/03/2022 Closing Info: Open Until Filled Salary: Salary is commensurate with education and experience. Shift: First Shift Notes: As an employee you will enjoy generous benefits and work/life programs. For detailed information on Benefits for this position, click here. A higher degree of healthcare.

All across UW Medicine, our employees collaborate to perform the highest quality work with integrity and compassion and to create a respectful, welcoming environment where every patient, family, student and colleague is valued and honored.

UW Medicine's IT Services department has an outstanding opportunity for an Telehealth Applications Analyst 2! This position is to closely collaborate with other applications team members, key internal and community stakeholders, and UW Medicine customers to provide a service oriented, cross-functional, knowledgeable, single point of technical leadership for application tools and workflows. This position holds expertise and responsibility for supporting the Epic application and the organization's Digital Health and Telehealth Initiatives.

UW Medicine's Information Technology Services (ITS) department is a shared services organization that supports all of UW Medicine. UW Medicine is comprised of Harborview Medical Center (HMC), UW Medical Center-Montlake (UWMC-Montlake), UW Medical Center-Northwest (UWMC-NW), Valley Medical Center (VMC), UW Neighborhood Clinics (UWNC), UW Physicians (UWP), UW School of Medicine (SOM) and Airlift Northwest (ALNW). In addition, UW Medicine shares in the ownership and governance of Children's University Medical Group and Seattle Cancer Care Alliance (a partnership between UW Medicine, Fred Hutchinson Cancer Research and Seattle Children's). ITS is responsible for the ongoing support and maintenance of the infrastructure and applications which support all of these institutions, along with the implementation of new services and applications that are used to support and further the UW Medicine mission.

In collaboration with UW Medicine IT Services ('ITS') and under the general guidance of the Applications Team Manager, the primary focus of the Applications Analyst II position is to closely collaborate with other Applications Team members and internal UW Medicine customers to provide a service oriented, cross-functional, knowledgeable, single point of technical leadership for application tools and workflows.

Primary areas of responsibility include, but are not limited to:
Analyze customer business and technical requirements and issues, recommending solutions
Design, build, test and implement enhancements to meet functional requirements
Provide production support and ongoing system troubleshooting, maintenance, monitoring, and training
Manage projects, processes and documentation to support customer needs

The Applications Analyst II is both a subject matter expert and technical systems expert who possesses an array of cross-functional systems knowledge and support skills for applications used by multiple UW Medicine customer groups. The analyst's responsibilities span the entire lifecycle of UW Medicine clinical and business systems activities.


Proactive System Monitoring, Troubleshooting, and Maintenance (20%)
Perform analysis and troubleshooting for application issues to meet established Service Level Agreements. Work with user groups to provide diagnostic assistance, resolution to questions and problem direction.
Maintain issue tracking (both internally and with vendor) and follow issue tracking policies and guidelines.
Provide proactive status updates to management, customers, and stakeholders.
Provide 24X7 user support of the assigned clinical applications.
Resolve complex application and process problems and change requests.
Monitor and triage incident, error, and change request tracking [and follow associated polices and guidelines] to meet Service Level Agreements. Coordinate all system information change requests and trouble tickets, including flow, tracking and prioritization of change requests/tickets, ensuring proper system functionality.
Participate in system management tasks including performance reporting and planning.
Maintain system and application in production, test, and training environments.
Maintain accurate documentation of systems changes and issues by using standard methodologies.
Perform system configuration/ development changes necessary to develop and/or maintain the application. Follow UW Applications build standards and change control processes, with a focus on enterprise build and long-term system maintenance.
Work closely with the UW Medicine IT Services Help Desk to provide efficient and responsive support to end user staff.
Act as a liaison and facilitate communication between end users and IT Services system administrators, other analysts and programmers.
Adhere to technical and functional standards.
Maintain general knowledge of vendor application architecture as it relates to the UW Medicine's systems environment as well as any new or modified vendor solutions that could benefit our organization.
Participate in computer system validation activities.
Follow Change Control processes to ensure proper approval, coordination, and communication of system changes.
Manage customer problem and enhancement requests.
Highlight issues relating to system integration points between other applications or interfaces.
Support less experienced teammates on proper issue tracking and resolution policies and procedures.

Customer Relationships and Requirements (20%)
Meet with customers to identify and analyze customer system requirements for continuous improvements, set expectations, and escalate issues as needed.
Develop and retain strong positive relationships with constituents, engaging to ensure a thorough understanding of their objectives and requirements.
Translate business requirements into functional specifications in the definition of application user interface, reports and processes.
Provide in person support to new users during their go-live phase.
Consult with customers on change requests, performing impact analysis, providing feedback and solutions, drawing conclusions, and confirming priorities.
Anticipate and identify educational, procedural, and functional problems associated with the implementation of new applications to ensure success of system adoption.
Champion standardized workflows and functional use of systems, ensuring customers' needs are met, while avoiding unnecessary customizations.
Proactively communicate with customers and other applications staff in a professional manner, addressing their needs via oral and written communications.
Define and document optimization tips and tricks to users as they become more familiar with the base functionality.
Review and communicate release notes, identifying system changes that will impact customers.
Build customer relationship through ongoing daily customer support, including answering calls, ticket monitoring and resolution, coordinating with ITS Help Desk.
Using quality improvement principles, monitor system impact on user and departmental workflows, and incorporate results into system enhancements.
Maintain clear, consistent, proactive communication with all levels of user groups regarding changes to systems.
Mentor other Analysts on how to effectively communicate with customers.
Mentor other Analysts in business requirement principles (gather, document, analyze).
Define level of effort for development and implementation of customer requests.
Identify system integration points between applications and communicate and analyze upstream and downstream impacts.
Proactively communicate application and system deficiencies and remediate or mitigate impacts to customer workflows.
Attend user advisory committees as required.
Act as a quality assurance liaison and/or facilitate communication between end-users, system developers, and vendor as appropriate.
Promote and champion applications during all interactions with users.
Act as focal point for distributing information and providing assistance in understanding workflows and systems.

Project and Process Management (20%)
Prioritize tasks with guidance from designated lead, supervisor, or project manager.
Track detailed status of tasks and work with leads, project managers, and/or supervisor should tasks vary from initial resource estimates.
Successfully complete project tasks.
Provide regular project status updates to leaders, customers, and stakeholders on progress and obstacles.
Create project documentation, including monthly status report to stakeholders and sponsors.
Lead small projects or larger project sub-components that may include cross-functional teams.
Observe and interview customers regarding operations and procedures to ensure successful completion of projects
Follow required Change Control processes to ensure proper creation, approval, coordination, and communication of project tasks.
Manage and prioritize multiple tasks at once, adjusting for roadblocks and problems.
Communicate across multiple groups within ITS as well as with customers.
Analyze current and proposed business practices and workflows to identify testing and training needs associated with a system change.
Recommend new process improvements.
Unit test all changes associated with assigned project tasks.
Execute functional and integrated test scripts, tracking defects and status in ALM to ensure quality project deliverables.
Assist in creation of test script development supporting projects.

Application Design, Build and Implementation (15%)
Identify improvement opportunities through analysis.
Provide consistent and timely IT service deliverables using thorough analysis and thoughtful application of technologies
Work with other analysts, developers, customers and vendors to elicit, analyze and document requirements.
Research, troubleshoot and perform detailed analysis on customer inquiries and anomalies to support issue resolution and decision making.
Leverage best practices and documentation provided by the vendor
Perform impact analysis, understand upstream and downstream impacts of changes, provide feedback on customer change requests, draw conclusions and recommend resolution.
Thoroughly document and understand clinical and/or business operations, processes and patient interactions, and the applications supporting these processes.
Lead sessions with clinical and/or business operations customers to elicit requirements for system design and configuration.
Obtain iterative feedback from customers on system design and make changes based on this feedback.
Confirm the system design solution satisfies stated requirements.
Review current customer practices, needs, and workflow processes to incorporate into the design and system configuration
Provide functional expertise to optimize the design and development of systems.
Perform system configuration/ development for complex changes necessary to develop and/or maintain the application.
Work closely with teammates to build functionality as defined by requirements analysis and documentation.
Complete system build to support design requirements without impact to existing customers.
Create and maintain build documentation related to individual application configuration.
Ensure that delivered solutions meet customer requirements.
Design, configure, and build tools required for a successful implementation of a new product or functionality.
Follow and enforce Change Management processes to ensure proper approval, coordination, and communication of systems changes.
Document cutover tasks for application build move to production environment.
Participate in dress rehearsals in preparation for go-live.
Provide direct support to customers at go-live.
Quickly identify issues and provide resolution to support customer activities.
Ensure smooth transition of system responsibilities to individual application team support staff.
Act as an expert resource to customers by anticipating and identifying educational, procedural and functional problems associated with the implementation of all new functionality
Identify opportunities to streamline implementation process.

Application Testing (10%)
Test all scenarios conforming to quality standards at the component/feature level, including:

Test system changes and assist with development of test plans for usability, performance, and adherence to standards.
Execute, track, and report detailed results of application and system testing.
Create and maintain application test scripts.
Demonstrate, evaluate, and test prototype and production systems.
Develop, schedule, and facilitate test plans for system and user acceptance, build configuration, and application integration testing.
Document and resolve defects identified during testing events.
Participate in the validation of applications within a custom development, vendor packaged, and FDA regulated system environment.

Documentation and Reporting (10%)
Evaluate and implement management requests for information to generate reporting requirements.
Design new workflows or application features to support data collection.
Implement reporting solution to meet customers' needs.
Partner with business stakeholders to define data collection workflow; designing new workflows or application features to support data collection.
Develop new and maintain existing application reports; update reporting criteria as necessary with applicable application changes.
Document current and proposed data flows within your primary application, between applications, and other systems and interfaces.
Collaborate across teams to identify appropriate reporting tool, data collection process, and report design.
Design and develop metrics, reports and analyses to drive key business decisions.
Develop and document standard IT operational procedures.
Maintain ITS application knowledge base (wiki); update process and support documentation with each system change.
Provide accurate, pertinent, and timely status reports within cadence requested by leadership.
Identify and document technical and business requirements within ITS documentation standards and best practices.
Document incidents, problems, and system changes in accordance within ITSM and organizational change control procedures.
Author validation and change management plan.
Prepare and assist in documenting, defining and developing workflows in collaboration with relevant stakeholders
Complete ad-hoc system and/or process analysis/documentation.
Document association of requirements to application specifications within ITS documentation standards and best practices.

Other Duties (5%)
Support training and education program as per training system services level agreement.
Coordinate system information requests and trouble reports, including flow, tracking and prioritization.
Assist with development of security and confidentiality system standards for applications to meet federal, state, CMS, and JCAHO regulations.
Follow UW Applications build standards and change control processes, with a focus on enterprise build and long-term system maintenance.
Manage external vendor relationships and agreements, including acting as primary contact for daily operations, evaluating possible vendor solutions and systems products, and managing and coordinating system or application upgrades.
Provide internal training communication for IT Services staff regarding billing updates, workflow changes, peer system impact, etc.
Work with leader to set professional goals for career development.
Participate in all aspects of improving the team, including education/training of other team members and contributing to process/communication improvement initiatives.
Act as back-up for other Application Support team members and functions, as needed.


Currently holds a certification in one of the following: Epic Ambulatory, MyChart, and/or ClinDoc (or equivalent with other EHR systems) OR has had Epic proficiency (or equivalent) for 2+ years in relevant functional/business area.
Bachelor's degree in Computer Science, Health Information Systems, Math, Information Technology, Business Administration, or related field or equivalent combination of education/experience.

2+ years' experience must include the following:

1+ years providing EHR systems application maintenance/support.
Demonstrates a strong customer oriented mindset, with experience building relationships, setting expectations, and collaborating across groups to ensure customers receive top quality service.
1+ year experience with application/system configuration and implementation of clinical information systems (and/or healthcare applications).
Experience participating in defining customer requirements, translating them into design specifications.
Experience assisting team members and sharing knowledge, with exposure to mentoring others. Proficiency with desktop computers and Office applications.
Familiarity with database structures, data definitions, and data relationships.
Familiarity with software development lifecycle.
Recent experience with formal project management methods.
Experience significantly contributing to multidisciplinary work groups in an application development or support setting.
Experience independently outlining work plans and meeting deadlines.
Experience executing test plans and test cases.
Experience supporting small scale enterprise customers, both internal and external.
Experience walking clients through the use of systems, preferably in a healthcare environment.


Previous experience in and knowledge of academic healthcare systems and/or operational environments.
Advanced degree (e.g., Master's, Doctorate, etc.)
An understanding of departmental/clinical operations, workflow, policies, and procedures.
Experience with operational workflow design of clinical software.


This is an Information Technology deadline-driven work environment.
The individual in this position is expected to work normal daytime hours. The majority of work is performed in an office environment during normal business hours; however, significant off-hours and weekends may be needed to resolve problems and respond to emergencies. This individual is expected to be available for emergencies (business continuity/disaster recovery efforts) on a 24x7 basis as needed.
Because of the physically separated sites for UW Medicine, this position requires the ability to travel to alternative work locations as needed.
Must coordinate projects without direct supervisory authority.
Must work within the constraints of multiple technical environments.
ITS provides services to all UW Medicine organizations - HMC, UWMC-Montlake, UWMC-NW, VMC, UWNC, UWP, SOM, and ALNW. The individual in this position must learn many organizational structures and cultures and continually foster collaboration.
Ability to communicate effectively in English, both verbally and in writing.

#monster REQUIREMENTS: See above.
Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law.

Committed to attracting and retaining a diverse staff, the University of Washington will honor your experiences, perspectives and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.

The University of Washington is a leader in environmental stewardship & sustainability, and committed to becoming climate neutral.

The University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information.

To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or

COVID-19 VACCINATION REQUIREMENT Governor Inslee's Proclamation 21-14.2 requires employees of higher education and healthcare institutions to be fully vaccinated against COVID-19 unless a medical or religious exemption is approved. Being fully vaccinated means that an individual is at least two weeks past their final dose of an authorized COVID-19 vaccine regimen. As a condition of employment, newly hired employees will be required to provide proof of their COVID-19 vaccination. View the Final candidate guide to COVID-19 vaccination requirement webpage for information about the medical or religious exemption process for final candidates.

Keywords: UW Medicine IT Services, Bellevue , Telehealth Applications Analyst 2, Professions , Bellevue, Washington

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