CRM Call Center Management Application Analyst II

$91,472.00 - $129,204.00 per year Pay Transparency: The above reflects the anticipated annual salary range for this position if hired to work in New Jersey. The compensation offered to the candidate selected for the position will depend on several factors, including the candidate's educational background, skills and professional experience. Job Overview: The Application Analyst II is primarily responsible for supporting the design and build of the designated application.

They are primarily responsible for the overall build of the workflows, system configurations, change documentation and support of operations for the application. They are self-directed and work with minimal supervision. The Application Analyst II is responsible for the installation,upgrades and the configuration of the application.

The Application Analyst II assists in the coordination of customer support activities. The Application Analyst II creates the test scripts for the application, executes the test scripts, and documents all test outcomes, including troubleshooting and support – these activities apply to implementation, upgrade, and maintenance initiatives. The Application Analyst II is responsible for addressing customer or build issues, recommending mitigation plans and escalating more complex issues after research of issue.

The Application Analyst II also provides on-call support for the application through go-live and ongoing maintenance period. This role is specifically focused on transforming access within RWJBH’s Medical Group via implementation, maintenance, and optimization of: referral workflows/workqueues, scheduling (visit types, waitlist, FastPass, etc.), decision trees - both scheduler and patient-facing (online scheduling), ticket scheduling/bundling, provider search terms, and Hello World patient messaging.

This full-scale optimization will be managed side-by-side with design-focused analysts on the Medical Group team.

Preferred: Bachelor’s degree or equivalent years of relevant work experience Certification in specified application; Epic CRM Call Center Management certified Required Work

Extensive experience with provider search terms, decision trees, open/direct scheduling & scheduling optimization including ticket scheduling/bundling, etc. Preferred 3+ years prior system build experience Demonstrated ability to support the application Previous experience working with specified customer base Licenses and

Minimum: Certification in Epic Cadence, Prelude Applicant is expected to maintain certification as current by completing New Version Training (NVT), as applicable. For certain clinical applications, clinical licensure is preferred and may be required as specified in Job Aid. Responsibilities Responsibilities The Application Analyst II is the primary support for the assigned application(s).

In addition to the duties discussed in the Role Description, the Analyst is responsible for the following: 1) Executing Application Design and Build: Designing and building the related application Working with Operations to optimize the design of the application’s capabilities and workflows Utilizes external resources for best practice builds and solutions Performing a thorough review of all Foundation Build and operational requested content and workflows for application Participating in unit, application, and integrated testing for implementation, upgrade, and enhancement system functionality Building data fields, screens, templates, and customer-defined functionality, as required Collaborates with the training team and others to ensure alignment between the proposed training curriculum and the system build.

Following build standards and maintaining synchronization between environments in collaboration with environment team Works with moderate supervision Acts as a resource for Level 1 analyst Assists with development of Change Readiness demos and documentation 2) Application Support: Providing go-live support for customers on new applications, including functionality Providing on-call support for application through go-live and post go-live Representing application in Integrated Area Workgroups Possesses solid working knowledge of subject matter Works with customers, informatics on enhancement request requirements Supporting continuous documentation of system modifications and updates Shares knowledge and is a resource for Application Analyst I Validates work performed by newly certified or new work by Application Analyst I 3) Documentation and Communication: Maintaining continued ticket communication with customers ongoing and with closing incident, catalog and enhancement tickets Must include details in ticket resolution/closing.

Contacting the customer regarding ticket resolution if resolved or unable to fill request. Logging decisions and issues/risks in trackers during build/projects Supporting application governance needs, including development of business case for decisions Maintaining version control of workflows, issues/risks log, and decisions tracker Supervising basic issues and roadblocks, escalating issues as needed Communicating with supervisors to determine necessary escalations Presents oral and written communication to project team 4) Project Management: Recommending areas for process improvement Assisting with development of future state materials Following the process for identification, tracking, resolution and closure of all issues Following the change control process and any required changes Collaborates with team members across the department as well as operational staff Developing test scripts for new systems, complying with version upgrades and system modifications 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

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 Perform other duties as assigned Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.

Duties, responsibilities and activities may change at any time with or without notice. Benefits and Perks: At RWJBarnabas Health, our market-competitive Total Rewards package provides comprehensive benefits and resources to support our employees’ physical, emotional, social, and financial health. Paid Time Off (PTO) Medical and Prescription Drug Insurance Dental and Vision Insurance Retirement Plans Short & Long Term Disability Life & Accidental Death Insurance Tuition Reimbursement Health Care/Dependent Care Flexible Spending Accounts Wellness Programs Voluntary Benefits (e.g., Pet Insurance) Discounts Through our Partners such as NJ Devils, NJ PAC, Verizon, and more!

Choosing RWJBarnabas Health! RWJBarnabas Health is the premier health care destination providing patient-centered, high-quality academic medicine in a compassionate and equitable manner, while delivering a best-in-class work experience to every member of the team. We honor and appreciate the privilege of creating and sustaining healthier communities, one person and one community at a time.

As the leading academic health system in New Jersey, we advance innovative strategies in high-quality patient care, education, and research to address both the clinical and social determinants of health. RWJBarnabas Health aims to truly make a unique impact in local communities throughout New Jersey. From vastly improving the health of local residents to creating educational and career opportunities, this combination greatly benefits the state.

We understand the growing and evolving needs of residents in New Jersey—whether that be enhancing the coordination for treating complex health conditions or improving community health through local programs and education. Equal Opportunity Employer #LI-KS1

Day shift · 37.5