Application Advisor - Beaker

Nordic Healthcare Group (NHG)

2d•$60,800 - $153,700

About The Position

The Epic Application Management Application Advisor - Beaker 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 resolutions. The advisor may serve as the application lead for a small or medium-sized customer. The position involves expert-level technical support, project and issue management, customer service, teamwork, and mentorship. Advisors manage multiple complex clients and projects, document customer-specific configurations and processes, maintain service-level commitments, and support system changes and upgrades. They also help onboard and develop colleagues while adapting priorities under the guidance of Team Leads and Senior Application Advisors. The role requires active Epic Beaker Clinical Pathology (CP) certification, with Beaker Anatomic Pathology (AP) certification desirable. The advisor must be able to participate in on-call rotations outside core business hours, including nights and weekends, and travel up to 5%. Compensation range: $60,800-$153,700.

Requirements

Active Epic Beaker Clinical Pathology (CP) certification.
At least 3 years of direct Beaker 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 persuasively at all organizational levels, including 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 5%.

Nice To Haves

Active Epic Beaker Anatomic Pathology (AP) certification.
Knowledge of Information Technology Infrastructure Library (ITIL) processes.
Previous management and project-management experience.
Participation in previous systems implementations.

Responsibilities

Perform expert-level troubleshooting and problem-solving to support the integrity, integration, and stability of EHR applications for complex customers.
Analyze customer system requests and issues across integrated applications and systems; translate needs into detailed requirements; and perform system build and testing.
Anticipate impacts of changes to other applications and systems and take steps to manage those impacts.
Analyze workflows and system configurations, conduct system audits, identify improvements and efficiencies, and lead system upgrades and testing.
Exercise judgment in decisions affecting patient safety, financial integrity, and regulatory compliance, and determine appropriate escalations.
Learn and document customer-specific processes and configurations, establish support processes, and orient team members to customer configurations and processes.
Manage multiple clients and projects with minimal oversight, track open issues in ticketing systems, and monitor customer-specific email and calendars.
Keep ticketing-system documentation accurate and current while meeting service-level agreements.
Follow change-control policies when migrating application builds and configurations.
Work on ad hoc projects and assist with internal initiatives as assigned or requested.
Provide high-quality customer service, anticipate changing customer needs, and build relationships with customer IT and operations staff, end users, managers, directors, and executives.
Guide communication and change management for proposed system changes, addressing affected groups' concerns and ensuring changes are understood and properly used.
Contribute to a supportive Managed Services team culture and adapt priorities under the guidance of Team Leads and Senior Application Advisors.
Participate in onboarding new team members by orienting them to client configurations, processes, and customer counterparts.
Explain complex system configurations and impacts clearly to internal staff and customer counterparts, including IT and operational leadership.
Create documentation that helps others follow processes consistently.
Delegate work with appropriate guidance and oversight to support team members' development.
Mentor team members in technical skills under the guidance of the Team Lead and Senior Application Advisor.