Cadence/Referrals Analyst - EAM

Nordic Healthcare Group (NHG)

About The Position

The Analyst – Managed Services provides EHR design, build, testing, and troubleshooting services for Nordic clients. Nordic serves the healthcare industry and aims to help healthcare providers use technology to achieve digital transformation. The role supports multiple clients and projects, maintaining awareness of each customer’s unique system build and processes while managing open issues and customer communications. Analysts work with oversight from Senior Application Advisors and guidance from Team Leads, adapting priorities as needed and taking on new responsibilities to support evolving customer and Managed Services needs. The position requires the ability to participate in on-call rotations outside core business hours, including nights and weekends, and travel up to 10%.

Requirements

Post-secondary education or equivalent experience.
Certification in relevant EHR application(s), or certification in relevant EHR application module(s) within four months.
Demonstrated ability to embody Nordic’s maxims.
Problem-solving skills.
Excellent written and verbal communication skills.
Proficiency with Microsoft Office applications.
Strong attention to detail and organizational ability.
Ability to work independently and as part of a team.
Comfort identifying and advocating for process improvements and willingness to lead improvement efforts.

Nice To Haves

Customer service experience.
Prior knowledge and experience in Healthcare IT and ITIL processes.

Responsibilities

Troubleshoot and resolve problems to help ensure the integrity, integration, and stability of customers’ EHR applications.
Fulfill customer system requests and translate needs into detailed requirement specifications.
Monitor issue queues, triage issues for urgency and appropriate action, and resolve or assign them as appropriate.
Respond to customer calls about issues, resolving them during the call or documenting and transitioning them adequately.
Build and configure EHR applications to meet customer requirements and manage requests related to the analyst’s area of application expertise.
Analyze workflows and system setup, conduct system audits as needed, and coordinate system upgrades and testing.
Maintain accurate, current documentation in relevant ticketing systems for requests and incidents, and provide updates directly to clients as needed.
Follow change-control policies for application builds and configurations while developing and improving workflows and processes.
Work on projects assigned on an ad hoc basis and assist with corporate initiatives as directed or requested.
Manage multiple clients and projects with oversight from Senior Application Advisors, including tracking customer-specific builds and processes, open ticketing-system issues, and customer email and calendar activity.
Adjust time and priorities under the guidance of Team Leads and Senior Application Advisors.
Take on new responsibilities and challenges to develop skills in response to the changing needs of Managed Services and customers.
Participate in on-call rotations outside core business hours, including nights and weekends.
Travel up to 10%.