RTE Senior Analyst

Nordic Healthcare Group (NHG)

5d•$60,800 - $153,700

About The Position

The Epic Application Management RTE Senior Analyst provides EHR design, build, testing, and advanced troubleshooting services for Nordic’s more complex clients. The role performs most day-to-day client work with oversight and assistance from Senior Application Advisors, while developing technical and interpersonal skills. The analyst supports Managed Services customers by analyzing issues and workflows, translating customer needs into requirements, performing system configuration and testing, managing client assignments and projects, documenting work, and following change-control processes. The role also contributes to customer communication and change management, supports team priorities and onboarding, and helps peers develop by explaining and delegating less complicated tasks.

Requirements

Post-secondary education or equivalent experience.
Active Epic Real-Time Eligibility (RTE) certification.
At least 3 years of hands-on experience building, implementing, or supporting Epic RTE applications.
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 demonstrate and embody Nordic’s maxims.

Nice To Haves

Knowledge of Information Technology Infrastructure Library (ITIL) processes.
Previous management and project management experience.
Participation in previous systems implementations.

Responsibilities

Perform advanced troubleshooting and problem-solving within the application to support the integrity, integration, and stability of EHR applications for complex customers.
Analyze customer issues, translate needs into detailed requirement specifications, and perform system build and testing; escalate issues and challenges to a Senior Application Advisor when appropriate.
Analyze workflows, system setup, and system audits at the direction of a Senior Application Advisor, including participating in system upgrades and testing.
Exercise moderate judgment and contribute to decisions for Managed Services customers, including decisions about appropriate escalation.
Manage multiple customer assignments and complex clients or projects with moderate oversight, maintaining awareness of each customer's unique build and processes.
Manage open issues in ticketing systems and monitor customer-specific email and calendars.
Complete current and accurate documentation of requests and incidents in relevant ticketing systems while meeting Service Level Agreements.
Follow change-control policies when migrating application build and configurations.
Work on ad hoc projects and assist with internal initiatives as directed or requested.
Provide responsive, high-quality customer service and build relationships with customer IT and operations staff and end-users.
Participate in communication and change management for proposed changes, ensuring affected groups' concerns and input are addressed and system changes are understood and used properly.
Contribute to a supportive team culture and adjust priorities under the guidance of Team Leads and Senior Application Advisors.
Assist with onboarding new team members by orienting them to client configurations, processes, and customer counterparts.
Understand moderately complex system setups and explain them clearly to internal staff and customer counterparts.
Take on new responsibilities and challenges to develop skills in response to the evolving needs of Managed Services and customers.
Identify opportunities to delegate and explain less complicated tasks to peers and less-experienced team members, and guide and oversee completion.