Radiant Application Advisor

Nordic Healthcare Group (NHG)

3d•$60,800 - $153,700

About The Position

The Managed Services Radiant Application Advisor provides expert EHR design, build, testing, and advanced troubleshooting services for Nordic clients. The role oversees customer engagements and mentors Managed Services team members, applying technical and communication skills to resolve application-related issues and potentially serving as the application lead for a small or medium-sized customer. Nordic serves the healthcare industry and works to empower healthcare providers to use technology and achieve digital transformation. The Advisor supports customers through application analysis and system configuration, manages complex client work, helps maintain safe and compliant systems, and provides responsive service to customer stakeholders.

Requirements

Active Epic Radiant certification.
At least 3 years of direct Radiant experience and a moderate understanding of Radiant functionality.
Post-secondary education or equivalent experience.
Demonstrated ability to embody Nordic's maxims.
Proven problem-solving and technical skills.
Excellent written and verbal communication skills, including the ability to make complex topics simple and communicate persuasively with all organizational levels, including the C-suite.
Proficiency with Microsoft Office applications.
Strong attention to detail and organizational skills.
Ability to work independently and as part of a team.
Prior experience with ticketing systems and change-management processes.
A strong customer-service track record.
Demonstrated sound judgment and appropriate escalation.
Ability to participate in on-call rotations outside core business hours, including nights and weekends.
Ability to travel up to 10%.

Nice To Haves

Active Epic Cupid certification.
Knowledge of ITIL processes.
Previous management and project-management experience.
Participation in previous systems implementations.

Responsibilities

Perform expert-level troubleshooting and problem-solving to maintain the integrity, integration, and stability of EHR applications for complex customers.
Analyze customer requests and issues within the Radiant application and across integrated applications and systems; translate needs into detailed requirements, then perform system build and testing.
Anticipate the effects of changes on other applications and systems and take steps to manage those impacts.
Analyze workflows and system setup, conduct system audits, identify improvements and efficiencies, and lead system upgrades and testing.
Use sound judgment when making decisions that may affect patient safety, financial integrity, or regulatory compliance, and determine appropriate escalation.
Learn and document customer-specific processes and configuration, establish support processes, and orient team members to customer processes and configuration.
Manage multiple complex clients and projects with minimal oversight, including tracking customer-specific build and processes, open ticketing-system issues, email, and calendars.
Maintain accurate, current documentation in relevant ticketing systems while meeting service-level agreements.
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 IT and operations staff and end users at all organizational levels.
Anticipate customer perspectives on proposed changes and guide communication and change management so affected groups' concerns and input are addressed and changes are understood and used appropriately.
Contribute to a supportive Managed Services team culture and adjust priorities under the guidance of Team Leads and Senior Application Advisors.
Participate in onboarding new team members to customer support teams, including explaining client configurations and processes and introducing them to customer counterparts.
Explain complex system configurations and impacts clearly to internal staff and customer stakeholders, including IT and operational leadership.
Create documentation that enables others to follow processes consistently.
Delegate work to support teammates' growth, with appropriate guidance and oversight.
Mentor team members in technical skills under the guidance of the Team Lead and Senior Application Advisor.