Manager - Epic Application Management

Nordic Healthcare Group (NHG)

1d

About The Position

The Manager – Epic Application Management manages, mentors, and develops a team of Analysts, Senior Analysts, Application Advisors, and Senior Application Advisors, while embodying Nordic’s maxims and values. The role also provides expert-level EHR design, build, testing, and troubleshooting services for Nordic clients and works with the Managed Services leadership team on workforce planning and team direction.

The manager coaches team members through difficult customer requests, supports the integrity and stability of client EHR applications, contributes to the Managed Services Division’s vision and operational goals, monitors team performance, and leads continuous learning and process improvement. The role manages application work and client engagements, keeps accurate ticketing-system documentation, meets SLAs, and may contribute to additional projects or corporate initiatives. The position requires availability for on-call rotations outside core business hours, including nights and weekends, and travel of up to 15%.

Requirements

• BS/BA in a related field.
• At least 5 years of experience implementing, training, or supporting EHR modules.
• Certification in one or more EHR application modules and a moderate understanding of functionality within the certified application.
• Ability to apply 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 within a team environment.
• Prior experience with ticketing systems and change-management processes.
• Strong customer-service track record.
• Ability to work effectively with all organizational levels and with diverse team members and client bases.
• Ability to travel up to 15%.

Nice To Haves

• Direct staff-management experience leading service-oriented teams.
• Knowledge of ITIL processes.
• Previous management and project-management experience.
• Participation in previous systems implementations.

Responsibilities

• Coach team members through difficult customer requests and perform expert-level troubleshooting and problem-solving to support the integrity, integration, and stability of client EHR applications.
• Contribute to the Managed Services Division’s vision and goals, communicate that vision to team members, and execute projects and daily operations to achieve it.
• Monitor team output against operational metrics and provide feedback on performance and other work-related issues.
• Improve efficiency and team productivity, participate in continuous learning to grow solution expertise, and lead regular team meetings.
• Build and configure EHR applications to meet complex customer requirements and manage client requests within areas of application expertise.
• Complete current and accurate documentation in relevant ticketing systems for requests processed and incidents solved while meeting SLAs.
• Develop and improve workflows and processes while following change-control policies for application builds and configurations.
• Lead application management work for clients in relevant application modules across multiple engagements and provide client status updates as needed.
• Manage multiple complex projects simultaneously and client engagements, including Director- and C-level relationships.
• Work on ad hoc projects and assist with corporate initiatives as directed, assigned, or requested.
• Participate in on-call rotations outside core business hours, including nights and weekends.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager