Hospital Billing - Senior Application Advisor

Nordic Healthcare Group (NHG)

About The Position

The Hospital Billing 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 resolutions. The position supports complex customers by analyzing issues within Epic applications and across integrated systems, translating customer needs into detailed requirements, and completing system build and testing. It also anticipates cross-system impacts of changes and helps manage those impacts. The advisor supports onboarding for new team members and explains complex configurations and processes to internal staff and customer counterparts, including IT and operational leadership. The role includes documenting processes, delegating work to support team members’ growth, and coaching colleagues in technical and professional skills. The advisor provides constructive feedback and demonstrates sound judgment and appropriate escalation practices. The position requires participation in on-call rotations outside core business hours, including nights and weekends, and travel of up to 10%.

Requirements

Active Epic Resolute Hospital Billing (HB) certification.
Post-secondary education or equivalent experience.
At least 5 years of experience implementing, training, or supporting Epic modules.
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 HB Claims and Electronic Remittance, Professional Billing (PB), or related Revenue Cycle certifications and/or experience.
A well-rounded understanding of hospital billing functionality, charge capture, claims processing, reimbursement workflows, workqueues, and 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.
Fulfill customer system requests by analyzing issues within the relevant application and across integrated applications and systems, translating needs into detailed requirement specifications, and performing 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 team members to the customer support team, 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 enables consistent process execution.
Identify work that can be delegated to support team members for their 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%.