Patient Experience Applications Analyst - (Full-Time Mon-Fri Days)

Description

Organization Overview, Mission, Vision and Values

Our mission is to improve the health of people in the communities we serve through compassionate, high-quality care, prevention, and wellness education. Washington Regional Medical System is a community-owned, locally governed, non-profit health care system located in Northwest Arkansas in the heart of Fayetteville, which is consistently ranked among the 10 Best Places to Live in the country. Our 425-bed medical center has been named the #1 hospital in Arkansas for three consecutive years by U.S. News & World Report. We employ 3,400+ team members and serve the region with over 45 clinic locations, the area’s only Level II trauma center, and five Centers of Excellence - the Washington Regional J.B. Hunt Transport Services Neuroscience Institute; Washington Regional Walker Heart Institute; Washington Regional Women and Infants Center; Washington Regional Total Joint Center; and Washington Regional Pat Walker Center for Seniors.

Position Summary

The Patient Experience Applications Analyst reports to the Assistant Manager, Business Applications. This position is responsible for leading troubleshooting, maintenance, and testing of Business Applications.

Essential Position Responsibilities

• Partner with business stakeholders, internal information services teams, and vendor partners to implement new technology and system features including troubleshooting and resolving defects and issues.
• Participate in comprehensive regression analysis, integration, and acceptance testing of application functionality to ensure the highest level of quality and reliability possible.
• Responsible for application design and ensuring functionality of business application systems.
• Meet with staff and administrative team on a regular basis to remedy issues and improve quality and efficiency of patient care, as needed.
• Interact and engage with vendor support sites and staff to support job function and maintain and build vital business relationships.
• Partner directly with the application education team to provide updates on system functionality as well as educational opportunities found through troubleshooting system issues.
• Ensure that programs and services meet accrediting standards for the Joint Commission, Quality, Promoting Interoperability, and other accrediting and governance programs.
• Ensure the safeguarding of protected health information.

• Maintain communication through various resources and tools.
• Monitor help desk software for new tickets and provide updates through resolution for all tickets.
• Assist incoming customer calls and initiates new tickets as needed.
• Perform proactive system monitoring for performance, response, and patches.
• Lead opportunities to improve processes and systems.
• Adhere to all information services policies, procedures, and governance processes.
• Lead or participate incident response and downtime procedures.
• Prepare and update project lists and timelines.
• Formulate, define, and perform complex analysis and implementation of enterprise-wide business applications to ensure functionality.
• Responsible for assisting with oversight of application design, database building, testing, troubleshooting, and upgrading systems and documentation of functionality.
• Oversee the development and support of coordinated testing plan for applications with regression, unit, system, and integrated testing to ensure application functions as expected for end users.
• Serve as a mentor for team members and assist with training, as needed.

Qualifications

• Education:  High school diploma or GED, required
• Licensure and Certifications:  MyChart certified preferred
• Experience:  4 years of business applications experience as an advanced user or advanced analyst, required.

Work Environment: This position will spend 90% of time sitting while performing work in a standard office environment and 10% of time standing and/or walking while pushing, pulling, lifting, and/or carrying up to 50 lbs. This is role is considered a remote position with onsite presence as needed.

Qualifications