PAY GRADE: 30S

CONTEXT OF THE JOB: 

Reporting to the Manager, Health IT, the Clinical Application Analyst I provides technical and application support for the University of Delaware's clinical operations, including ambulatory healthcare, behavioral health, rehabilitation, wellness, and community-based clinical services within the College of Health Sciences, Student Life, and other University-affiliated healthcare programs.

The position supports the electronic health record (EHR) and related clinical applications across existing and future clinical sites and service lines, including expanding operations throughout Delaware and the surrounding region. UD Health clinics currently include, but are not limited to, Speech Language-Hearing Clinic, the Nurse Managed Primary Care Center, UD Nutrition Clinic with Diabetic Education, Health Coaching and the Delaware Physical Therapy Clinic, which handle over 40,000 visits a year from patients from the surrounding community and region. In addition, this role will support the Institute for Community Mental Health (ICMH), the expansion of Clinics to Southern Delaware, and Student Wellbeing housed in Student Life Clinics. This role supports units by addressing software issues, building and maintaining EHR content such as templates, reports, report libraries, training materials, and job-aids, ensuring optimization of workflows, and managing the change control and system update processes. The Clinical Application Analyst I demonstrates a clear understanding of clinical and revenue cycle workflows.

This position is expected to travel to other clinic locations as needed, including southern Delaware.

MAJOR RESPONSIBILITIES:

• Assist with IT operations and projects for all UD Health Clinics, deliver functional and technical support and expertise including an in-depth knowledge of system set up, vendor management, security, and management of Web and Portal platforms at the direction of the the Manager, Health IT.
• Assist with the Electronic Health Record (EHR), Laboratory LIMS & associated interfaces with outside labs, radiology PACS & RIS, and medication dispensary systems design.
• Coordinate and collaborate with clinical, operational, and IT leads on new applications, business processes, and system-wide improvements, including supporting implementations, integrations, and upgrades of EHR systems, and assisting with troubleshooting and problem resolution with internal and external stakeholders and vendors.
• Serve as a liaison between Clinical Outpatient Clinics, Student Wellbeing units, UD IT, and other University departments to support client requests, manage expectations, and facilitate communication and collaboration across campus partners to enhance service delivery and operational effectiveness.
• Support the maintenance, optimization, and enhancement of EHR and related clinical applications by monitoring system performance, troubleshooting issues, conducting testing and data audits, supporting user training, monitoring system queues and workflows, and assisting with the implementation of system enhancements to promote operational efficiency, compliance, and the accurate processing of clinical and revenue cycle information.
• Become proficient in EMR modules, which could include Epic Prelude, Cadence, and/or Ambulatory Care.
• Support existing ETL/ELT processes and assist with design and development of interfaces between clinical systems and internal/external data sources.
• Develop, configure, and maintain EHR templates, reports, documentation tools, workflows, and system settings to optimize end-user efficiency, standardize clinical and operational processes, support regulatory compliance, align with industry and vendor best practices, and help ensure appropriate security access and protection of information.
• Support the security and compliance of PM and EHR systems by administering user access, provisioning and deprovisioning accounts, maintaining security roles and permissions, and ensuring adherence to University policies and procedures, PHI/HIPAA requirements, audit controls, and established system standards.
• Support third-party immunization verification service.
• Educate and support clinical and administrative staff in the use of the PM and EHR systems, including updating educational material as needed to reflect workflow and system changes.
• Assist with escalation and resolution of Service Requests and Problem Tickets.
• Support staff needs outside of normal business hours including on-call or after-hours support. Support staff in remote locations including southern Delaware clinics.
• In conjunction with the ITSC, mitigate technical issues that impact the delivery of patient care.
• Collaborate with Central IT to advance the IT infrastructure of the University of Delaware, maintaining current knowledge of the healthcare IT landscape, which has a direct impact on the delivery of healthcare to the student population.
• Support and contribute to a collaborative team environment; continuously learning new skills to ensure operational excellence.
• Travel to other clinic locations, as needed.
• Perform other job-related duties as assigned.

QUALIFICATIONS:

• Bachelor’s degree in Information Technology, Health Information Management, Health Sciences, or a related field and three (3) years of relevant IT experience, or an equivalent combination of education and experience.
• At least one (1) year of experience in an ambulatory care or clinical healthcare setting.
• At least one (1) year of experience developing, configuring, and troubleshooting reports, templates, or similar clinical/operational documentation tools.
• Three (3) years of experience working in a fast-paced IT environment supporting application systems, end users, or enterprise technology solutions.
• Demonstrated experience with ambulatory EHR systems, clinical or revenue cycle workflows, and healthcare data or application support.
• Knowledge of interoperability concepts and standards (e.g., HL7), and experience with reporting or data tools such as SQL, Crystal Reports, or similar platforms; familiarity with business intelligence tools (e.g., Power BI) preferred.
• Proficiency with Microsoft Office, cloud-based applications, and other standard business technologies.
• Strong analytical, problem-solving, and troubleshooting skills with the ability to work independently, manage multiple priorities, and support competing demands in a dynamic environment.
• Excellent interpersonal and communication skills with the ability to collaborate effectively across clinical, operational, IT, and vendor partners.
• Ability to identify user training needs and support the development and delivery of end-user education and support materials.
• Strong understanding of HIPAA requirements, data privacy principles, and clinical and revenue cycle workflows in a healthcare environment.

SPECIAL REQUIREMENTS:

• Occasionally be required to work off hours, weekends, or during crisis situations.
• There may be time frames when vacation time is restricted.
• Ability to travel to and provide support at multiple clinical and administrative locations as needed to meet operational requirements.
• Ability to move, transport, and position equipment, supplies, and materials weighing up to 50 pounds, with or without reasonable accommodation.