Radiant Application Advisor

Nordic Healthcare Group (NHG)

About The Position

The Managed Services Radiant Application Advisor provides expert EHR design, build, testing and advanced troubleshooting services for Nordic clients while overseeing customer engagements and mentoring other Managed Services team members. They have the technical and soft skills to navigate any situation related to their application and guide internal, and customer teams, to a resolution. They should have the ability to be the application lead for a small or medium sized customer. Nordic, repeat Best in KLAS IT Services Firm and solely serving the healthcare industry, strives to empower healthcare providers to leverage technology and to realize digital transformation. All Nordic staff embrace Nordic’s maxims and mission to serve our customers who care so well for us.

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
3+ years of experience implementing, training, or supporting EHR modules
Must demonstrate and embody Nordic’s maxims
Proven ability to apply problem solving and technical skills
Excellent communication skills, written and verbal; make the complex simple, persuasion; all levels of an organization up to C suite
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 track record

Nice To Haves

Knowledge of Information Technology Infrastructure Library (ITIL) processes
previous management and project management experience
participation in previous systems implementations
Demonstrated sound judgment and appropriate escalation

Responsibilities

Performing expert-level troubleshooting and problem-solving to ensure the integrity, integration, and stability of EHR applications for Nordic’s complex customers
Fulfilling system requests from customers by performing issue analysis within their application and across other integrated applications and systems, translating needs into detailed requirement specifications, and performing system build and testing
Anticipating the impact of changes to other applications and systems and taking necessary steps to manage those impacts
Guiding and performing proactive in-depth analysis of workflows and system setup, and system audits to find system improvements and efficiencies, including leading system upgrades and testing
Exercising considerable judgment and making decisions in support of Managed Services customers that could have impacts to patient safety, financial integrity, and regulatory compliance; determining what escalation is appropriate
Learning and documenting unique customer processes and configuration, establishing ongoing support processes, and orienting other team members to the customer configuration and processes
Managing multiple complex clients and projects simultaneously with minimal oversight, including maintaining awareness of unique customer build and process, managing open issues in a ticketing system, and monitoring customer specific email and calendar
Accurately completing up-to-date documentation in relevant ticketing system(s), regarding requests processed and incidents solved while still meeting Service Level Agreements (SLAs)
Following proper change control policies for migrating application build and configurations
Working on projects that may be assigned on an ad hoc basis, and assisting in other internal initiatives as necessary, directed, assigned, or requested
Providing outstanding customer service by anticipating and meeting shifting customer needs, delivering high quality support, and valuing and building relationships with customer IT and operations staff including customer end-users, operations managers, IT analysts, IT managers, Directors, and the C-suite
Anticipating the customer perspective of proposed changes; guiding communication and change management to ensure concerns and input from affected groups are addressed, and system changes are understood and properly used
Contributing to a supportive team culture where everyone is focused on the overall goals of Managed Services; Adapting their own focuses of time and energy, under the guidance of Team Leads and Senior Application Advisors, to deliver on most-important priorities
Participating in the onboarding of new team members to customer support team, including orienting to unique client configuration and processes, and introducing employees to customer counterparts
Explaining complex system setup and impacts in ways that are easy to understand for internal staff and customer counterparts up to, and including, IT and operational leadership
Creating documentation that allows others to follow processes consistently
Seeking out opportunities to delegate work to other team members so all members of the team are growing their capabilities with appropriate guidance and oversight
Under the guidance of the Team Lead and Senior Application Advisor, mentoring members of the team in technical skills