Epic Professional Billing Senior Application Advisor

Nordic Healthcare Group (NHG)

About The Position

The Professional Billing (PB) Senior Application Advisor - Managed Services provides expert Epic EHR design, build, testing, and advanced troubleshooting services for Nordic clients. The role oversees customer engagements and mentors other Managed Services team members, using technical and interpersonal skills to guide internal and customer teams toward resolution of application-related issues. The advisor performs expert-level troubleshooting to maintain the integrity, integration, and stability of Epic applications for complex customers. They analyze customer requests within their application and across integrated applications and systems, translate needs into detailed requirements, and perform system build and testing. They also anticipate and manage the effects of changes on other applications and systems. The role includes explaining complex system configurations and impacts to internal staff and customer counterparts, including IT and operational leadership; creating documentation for consistent processes; delegating work to support team members with appropriate guidance; and mentoring and coaching colleagues in technical and professional skills. The advisor participates in onboarding new support team members, including familiarizing them with client configurations, processes, and customer contacts. The position may require participation in on-call rotations outside core business hours, including nights and weekends, and travel up to 10%.

Requirements

Epic Resolute Professional Billing (PB) certification.
Post-secondary education or equivalent experience.
At least 5 years of experience implementing, training, or supporting Epic applications, preferably Epic Professional Billing.
Demonstrated alignment with Nordic’s core values (maxims).
Proven problem-solving and technical skills.
Excellent written and verbal communication skills, including the ability to simplify complex concepts and influence stakeholders at all levels, including C-suite.
Proficiency with Microsoft Office applications.
Strong attention to detail and organizational skills.
Ability to work independently and collaboratively within a team environment.
Experience with ticketing systems and change management processes.
Strong customer service track record.
Demonstrated sound judgment and appropriate escalation practices.
Ability to participate in on-call rotations outside core business hours, including nights and weekends.
Ability to travel up to 10%.

Nice To Haves

Additional Epic PB Claims and Electronic Remittance certification and/or experience.
Well-rounded understanding of professional billing workflows, charge routing, claims processing, workqueues, and revenue cycle integration points.
Knowledge of ITIL processes.
Prior management, project management, and system implementation experience.

Responsibilities

Perform expert-level troubleshooting and problem-solving to ensure the integrity, integration, and stability of Epic applications for complex customers.
Analyze customer system requests within the advisor’s application and across integrated applications and systems.
Translate customer needs into detailed requirement specifications, then perform system build and testing.
Anticipate the impact of changes on other applications and systems and take steps to manage those impacts.
Oversee and participate in onboarding new customer support team members, including orienting them to client configurations and processes and introducing them to customer counterparts.
Explain complex system setups and impacts clearly to internal staff and customer counterparts, including IT and operational leadership.
Create documentation that supports consistent process execution.
Identify opportunities to delegate work to support team members’ growth, with appropriate guidance and oversight.
Mentor and coach team members in technical and soft skills, including time management, communication, project management, and escalation.
Provide timely, constructive feedback that builds confidence and supports continuous improvement.
Participate in on-call rotations outside core business hours, including nights and weekends.
Travel up to 10%.