Manager - Epic Application Management

Nordic Healthcare Group (NHG)

2d•Remote

About The Position

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

Requirements

Post-secondary education or equivalent experience, required
Certification in one or more EHR application module(s) with moderate understanding of functionality within that application
5+ years of experience implementing, training, or supporting EHR modules
Must demonstrate and embody Nordic’s maxims
Ability to apply problem-solving skills
Excellent communication skills, written and verbal
Proficient with Microsoft Office applications
Strong attention to detail and ability to organize
Must be able to work independently, as well as within a team environment
Prior experience with ticketing systems and change management processes
Strong customer service record
Proven ability to work effectively with all levels of an organization, as well as with diverse team members and client bases
Proficient with Microsoft Office products and other collaboration tools, including virtual meetings and cloud technologies.

Nice To Haves

Direct staff management experience leading service-oriented teams preferred
Knowledge of ITIL processes, previous management and project management experience, and participation in previous systems implementations, preferred

Responsibilities

Coaching team members through difficult customer requests while performing expert level troubleshooting and problem-solving to ensure the integrity, integration, and stability of EHR applications for Nordic’s customers
Contributing to the vision and goals of the Managed Services Division, sharing that vision with Managed Services Team Members, and executing projects and daily operations to achieve the vision and goals
Monitoring the teams’ output against operational metrics and providing feedback to team members regarding work performance or other work-related issues
Contributing to team operational objectives by maximizing efficiency and team productivity while participating in continuous learning opportunities to grow solution expertise, including leading regular team meetings
Building and configuring EHR applications to meet complex customer requirements and managing requests from your clients related to your area(s) of application expertise
Accurately completing up-to-date documentation in relevant ticketing systems (s), regarding requests processed and incidents solved while still meeting SLAs
Continuously developing and improving workflows and processes while following proper change control policies for application builds and configurations
Leading application management work for client(s) in relevant application module across multiple engagements, providing status updates directly to clients including as needed
Manage multiple complex projects simultaneously while demonstrating success in managing client engagements, including Director and C-level relationships
Working on projects that may be assigned on an ad hoc basis and may assist other corporate initiatives as necessary, directed, assigned, or requested