Prelude - Senior Application Advisor

Nordic Healthcare Group (NHG)

About The Position

The 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 performs expert-level troubleshooting to ensure the integrity, integration, and stability of Epic applications for complex customers. They fulfill customer system requests through issue analysis, requirements specification, system build, and testing, while anticipating and managing impacts on integrated applications and systems. The role also supports onboarding new team members to customer support teams and explains complex system setups and impacts to internal staff, customer counterparts, and leadership. The position includes creating documentation, delegating work to support team members, and mentoring and coaching colleagues in technical and interpersonal skills. The advisor provides constructive feedback and demonstrates sound judgment and appropriate escalation practices. The role may require participation in on-call rotations outside core business hours, including nights and weekends, and travel up to 10%.

Requirements

Active Epic Prelude 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.
Demonstrated 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 Grand Central, Cadence, Referrals, Welcome, or RTE certifications and/or experience.
Well-rounded understanding of Epic patient registration, insurance verification, patient access workflows, and integration points.
Knowledge of ITIL processes.
Prior management, project management, and system implementation experience.

Responsibilities

Perform expert-level troubleshooting and problem-solving to ensure the integrity, integration, and stability of Epic applications for complex customers.
Fulfill customer system requests by analyzing issues within the assigned application and across integrated applications and systems, translating needs into detailed requirements, and performing 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 team members, including orienting them to client configurations and processes and introducing them to customer counterparts.
Explain complex system setups and impacts clearly to internal staff, customer counterparts, and IT and operational leadership.
Create documentation that enables consistent process execution.
Identify opportunities to delegate work to support team members, providing appropriate guidance and oversight.
Mentor and coach team members in technical skills and in 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%.