Hospital Billing - Senior Analyst

Nordic Healthcare Group (NHG)

About The Position

The Epic Hospital Billing Senior Analyst provides EHR design, build, testing, and advanced troubleshooting services for Nordic’s more complex clients. The role performs much of the day-to-day client work with oversight and assistance from Application Advisors and Senior Application Advisors. The Senior Analyst supports complex customers by resolving application issues, translating customer needs into detailed requirements, building and testing system changes, analyzing workflows and system configuration, and participating in system upgrades. The role also manages multiple customer assignments and projects, tracks issues and documentation, follows change-control processes, and supports customer communication and change management. The position emphasizes strong customer service and teamwork, including building relationships with customer IT and operations staff, helping onboard new team members, explaining complex system setups, and guiding peers on delegated tasks. On-call rotations outside core business hours, including nights and weekends, may be required. Travel may be up to 10%.

Requirements

Bachelor's degree in a related field or equivalent combination of education and relevant industry experience.
Active Epic Hospital Billing (HB) certification and strong understanding of application functionality and workflows.
3–5+ years of experience implementing, configuring, maintaining, or supporting Epic applications, preferably Hospital Billing.
Hands-on experience troubleshooting application issues, supporting system enhancements, and optimizing workflows.
Strong analytical and problem-solving skills.
Excellent written and verbal communication skills and ability to collaborate with technical and operational teams.
Ability to demonstrate and embody Nordic’s maxims.
Proficient with Microsoft Office applications.
Strong attention to detail and organizational skills.
Ability to work independently and within a team environment.
Prior experience with ticketing systems and change-management processes.
Strong customer-service track record.
Ability to take on-call rotations outside core business hours, including nights and weekends.
Ability to travel up to 10%.

Nice To Haves

Knowledge of Information Technology Infrastructure Library (ITIL) processes.
Previous management and project management experience.
Participation in previous systems implementations.

Responsibilities

Perform advanced troubleshooting and problem-solving within the application to maintain the integrity, integration, and stability of EHR applications for complex customers.
Analyze customer issues and requests, translate needs into detailed requirements, and perform system build and testing.
Analyze workflows, system setup, and system audits, including participating in system upgrades and testing.
Exercise moderate judgment under Application Advisor supervision in support of Managed Services customers, including contributing to decisions and determining appropriate escalations.
Manage multiple customer assignments and complex clients and projects with minimal oversight, maintaining awareness of client-specific builds and processes, open ticketing-system issues, email, and calendars.
Complete accurate, up-to-date documentation in relevant ticketing systems while meeting Service Level Agreements (SLAs).
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 end-users, operations managers, IT analysts, and IT managers.
Participate in communication and change management for proposed changes, addressing affected groups’ input and concerns and helping ensure changes are understood and used properly.
Contribute to a supportive team culture and adapt priorities under guidance from Managers and Application Advisors.
Assist with onboarding team members to customer support teams by explaining client configurations and processes and introducing new employees to customer counterparts.
Understand complex system setups and explain them clearly to internal staff and customer counterparts.
Take on new responsibilities and challenges to develop skills in response to the needs of Managed Services and customers.
Identify tasks to delegate to peers and less-experienced team members, explain those tasks, and guide and oversee their completion.
Participate in on-call rotations outside core business hours, including nights and weekends.
Travel up to 10%.