Grand Central - Senior Application Advisor

Nordic Healthcare Group (NHG)

About The Position

The Grand Central Senior Application Advisor - Managed Services provides expert Epic EHR design, build, testing, and advanced troubleshooting services for Nordic clients. The role oversees customer engagements and mentors other Managed Services team members, using technical and interpersonal skills to guide internal and customer teams toward resolution of application-related issues. The advisor supports complex customer environments by analyzing system requests and issues within Epic applications and across integrated applications and systems, translating needs into detailed requirements, and performing system build and testing. The role also anticipates the impact of changes to connected applications, supports the onboarding of customer support team members, and explains complex system configurations and impacts to internal staff, customer counterparts, and leadership. The position includes creating process documentation, delegating work to foster team-member growth, mentoring and coaching colleagues, and providing constructive feedback. The advisor must be available to participate in on-call rotations outside core business hours, including nights and weekends, and may travel up to 10%.

Requirements

Active Epic Grand Central certification.
Post-secondary education or equivalent experience.
At least 5 years of experience implementing, training, or supporting Epic modules.
Demonstrated alignment with Nordic’s core values (maxims).
Proven problem-solving and technical skills.
Excellent written and verbal communication skills, including the ability to simplify complex concepts and influence stakeholders at all levels, including C-suite.
Proficiency with Microsoft Office applications.
Strong attention to detail and organizational skills.
Ability to work independently and collaboratively within a team environment.
Experience with ticketing systems and change management processes.
Strong customer service track record.
Sound judgment and appropriate escalation practices.
Ability to participate in on-call rotations outside core business hours, including nights and weekends.
Ability to travel up to 10%.

Nice To Haves

Additional Epic Prelude, Cadence, Real-Time Eligibility (RTE), Welcome, or Referrals certifications and/or experience.
Well-rounded understanding of patient access, patient flow, admissions, discharges, transfers, bed management, and integration points.
Knowledge of ITIL processes.
Prior management, project management, and system implementation experience.

Responsibilities

Perform expert-level troubleshooting and problem-solving to maintain the integrity, integration, and stability of Epic applications for complex customers.
Analyze customer system requests and issues within the application and across integrated applications and systems; translate needs into detailed requirement specifications; and perform system build and testing.
Anticipate the impact of changes on other applications and systems and take steps to manage those impacts.
Oversee and participate in onboarding new customer support team members, including orientation to client configurations and processes and introductions to customer counterparts.
Explain complex system setups and impacts clearly to internal staff and customer counterparts, including IT and operational leadership.
Create documentation that enables consistent process execution.
Identify work that can be delegated to support team members to promote their growth, with appropriate guidance and oversight.
Mentor and coach team members in technical and interpersonal skills, including time management, communication, project management, and escalation.
Provide timely, constructive feedback that builds confidence and supports continuous improvement.
Participate in on-call rotations outside core business hours, including nights and weekends.
Travel up to 10%.