Willow Senior Application Advisor

Nordic Healthcare Group (NHG)

6d • Remote

About The Position

Make a difference. Be happy. Grow your career.

This role involves providing expert-level troubleshooting and problem-solving for EHR applications for complex customers. The Senior Application Advisor will fulfill system requests, perform issue analysis, translate needs into specifications, and conduct system build and testing. They will anticipate and manage the impact of changes on other applications and systems, guide proactive analysis of workflows, and lead system upgrades. The position also requires managing multiple clients and projects simultaneously with minimal oversight, maintaining documentation, and following change control policies. Additionally, the role involves providing outstanding customer service, anticipating customer needs, and contributing to a supportive team culture. Mentorship and knowledge sharing are also key aspects, explaining complex system setups and guiding team members in technical skills.

Requirements

• Post-secondary education or equivalent experience, required
• Certification in Willow Inpatient 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
• Demonstrated sound judgment and appropriate escalation

Nice To Haves

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

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

Benefits

• Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed