Application Advisor - Epic Application Management

Nordic Healthcare Group (NHG)

1d

About The Position

Make a difference. Be happy. Grow your career. Nordic is seeking an Application Advisor to join their team. This role involves providing expert-level troubleshooting and problem-solving for EHR applications for complex customers. The advisor will also be responsible for fulfilling system requests, performing system build and testing, and guiding proactive analysis of workflows and system setup to identify improvements. Project and issue management are key, requiring considerable judgment and decision-making that could impact patient safety, financial integrity, and regulatory compliance. The role involves managing multiple complex clients and projects simultaneously with minimal oversight, maintaining documentation, and adhering to change control policies. Additionally, the Application Advisor will provide outstanding customer service, contribute to a supportive team culture, and mentor team members. The position requires explaining complex system setups in an understandable manner and creating documentation for consistent process following.

Requirements

• Post-secondary education or equivalent experience, required
• Epic Certification in Hospital Billing application with moderate understanding of functionality within that application
• 3+ years of experience implementing, training, or supporting EHR modules
• Must demonstrate and embody Nordic’s maxims
• Proven ability to apply problem solving and technical skills
• Excellent communication skills, written and verbal; make the complex simple, persuasion; all levels of an organization up to C suite
• Proficient with Microsoft Office applications
• Strong attention to detail and ability to organize
• Must be able to work independently, as well as within a team environment
• Prior experience with ticketing systems and change management processes
• Strong customer service track record

Nice To Haves

• Knowledge of Information Technology Infrastructure Library (ITIL) processes
• previous management and project management experience
• participation in previous systems implementations
• Demonstrated sound judgment and appropriate escalation

Responsibilities

• Performing expert-level troubleshooting and problem-solving to ensure the integrity, integration, and stability of EHR applications for Nordic’s complex customers
• Fulfilling system requests from customers by performing issue analysis within their application and across other integrated applications and systems, translating needs into detailed requirement specifications, and performing system build and testing
• Anticipating the impact of changes to other applications and systems and taking necessary steps to manage those impacts
• Guiding and performing proactive in-depth analysis of workflows and system setup, and system audits to find system improvements and efficiencies, including leading system upgrades and testing
• Exercising considerable judgment and making decisions in support of Managed Services customers that could have impacts to patient safety, financial integrity, and regulatory compliance; determining what escalation is appropriate
• Learning and documenting unique customer processes and configuration, establishing ongoing support processes, and orienting other team members to the customer configuration and processes
• Managing multiple complex clients and projects simultaneously with minimal oversight, including maintaining awareness of unique customer build and process, managing open issues in a ticketing system, and monitoring customer specific email and calendar
• Accurately completing up-to-date documentation in relevant ticketing system(s), regarding requests processed and incidents solved while still meeting Service Level Agreements (SLAs)
• Following proper change control policies for migrating application build and configurations
• Working on projects that may be assigned on an ad hoc basis, and assisting in other internal initiatives as necessary, directed, assigned, or requested
• Providing outstanding customer service by anticipating and meeting shifting customer needs, delivering high quality support, and valuing and building relationships with customer IT and operations staff including customer end-users, operations managers, IT analysts, IT managers, Directors, and the C-suite
• Anticipating the customer perspective of proposed changes; guiding communication and change management to ensure concerns and input from affected groups are addressed, and system changes are understood and properly used
• Contributing to a supportive team culture where everyone is focused on the overall goals of Managed Services; Adapting their own focuses of time and energy, under the guidance of Team Leads and Senior Application Advisors, to deliver on most-important priorities
• Participating in the onboarding of new team members to customer support team, including orienting to unique client configuration and processes, and introducing employees to customer counterparts
• Explaining complex system setup and impacts in ways that are easy to understand for internal staff and customer counterparts up to, and including, IT and operational leadership
• Creating documentation that allows others to follow processes consistently
• Seeking out opportunities to delegate work to other team members so all members of the team are growing their capabilities with appropriate guidance and oversight
• Under the guidance of the Team Lead and Senior Application Advisor, mentoring members of the team in technical skills

Benefits

• Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed