Application Advisor - Professional Billing

Nordic Healthcare Group (NHG)

4d•$60,800 - $153,700

About The Position

The Managed Services Application Advisor – Professional Billing provides expert EHR design, build, testing, and advanced troubleshooting services for Nordic clients. The role oversees customer engagements, mentors Managed Services team members, and guides internal and customer teams toward resolution of application-related issues. The advisor may serve as the application lead for a small or medium-sized customer. Nordic serves the healthcare industry and supports healthcare providers in using technology and achieving digital transformation. The role involves supporting complex customer environments, balancing technical work with customer service, project and issue management, and team development.

Requirements

Active Epic Resolute Professional Billing certification.
At least 3 years of direct Epic Professional Billing experience and a moderate understanding of application functionality.
Post-secondary education or equivalent experience.
Ability to demonstrate and embody Nordic’s maxims.
Proven problem-solving and technical skills.
Excellent written and verbal communication skills, including the ability to explain complex topics simply and communicate with all organizational levels up to the C-suite.
Proficiency with Microsoft Office applications.
Strong attention to detail and organizational ability.
Ability to work independently and as part of a team.
Prior experience with ticketing systems and change-management processes.
Strong customer-service track record.
Sound judgment and appropriate escalation.
Ability to participate in on-call rotations outside core business hours, including nights and weekends.
Ability to travel up to 10%.

Nice To Haves

Epic PB Claims & Remittance certification and/or Charge Router certification.
Knowledge of ITIL processes.
Previous management and project-management experience.
Participation in previous systems implementations.

Responsibilities

Troubleshoot complex EHR application issues to maintain application integrity, integration, and stability.
Analyze customer system requests and issues across integrated applications and systems; translate needs into requirements and perform system build and testing.
Anticipate and manage the impacts of changes to other applications and systems.
Analyze workflows and system setup, conduct system audits, identify improvements and efficiencies, and lead system upgrades and testing.
Use judgment when making decisions that may affect patient safety, financial integrity, or regulatory compliance, and determine appropriate escalation.
Learn and document customer-specific processes and configurations, establish support processes, and orient team members to customer environments.
Manage multiple complex clients and projects with minimal oversight, including tracking issues in ticketing systems and monitoring customer email and calendars.
Maintain current and accurate ticketing-system documentation while meeting service-level agreements.
Follow change-control policies when migrating application builds and configurations.
Support ad hoc projects and internal initiatives as assigned.
Provide high-quality customer service and build relationships with customer IT and operations staff, end users, managers, directors, and C-suite leaders.
Anticipate customer perspectives on proposed changes and guide communication and change management so affected groups’ concerns are addressed and changes are understood and used properly.
Contribute to team priorities and adapt work focus under the guidance of Team Leads and Senior Application Advisors.
Participate in onboarding team members to customer support teams and orient them to customer configurations, processes, and counterparts.
Explain complex system setups and impacts clearly to internal staff and customer counterparts, including leadership.
Create documentation that enables consistent execution of processes.
Delegate work with appropriate guidance and oversight to help team members develop their capabilities.
Mentor team members in technical skills under the guidance of the Team Lead and Senior Application Advisor.