Willow Analyst

Nordic Healthcare Group (NHG)

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About The Position

Nordic is seeking an Analyst – Managed Services to join their team. This role is crucial for ensuring the integrity, integration, and stability of EHR applications for Nordic’s customers by performing troubleshooting, problem-solving, and fulfilling system requests. The Analyst will be responsible for monitoring issue queues, taking customer calls, building and configuring EHR applications, and managing client requests related to application expertise. Nordic aims to help healthcare organizations deliver higher quality care at a lower cost through consulting services focused on strategy, technology, operations, and managed services. The company prides itself on a supportive culture that allows employees to make a difference, be happy, and grow their careers.

Requirements

• Post-secondary education or equivalent experience, required
• Certification in relevant EHR application(s) required or must be certified in relevant EHR application module(s) within 4 months
• Must demonstrate and embody Nordic’s maxims
• Ability to apply problem solving skills
• Excellent communication skills, written and verbal
• 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

Nice To Haves

• Customer service experience and prior knowledge and experience in Healthcare IT and ITIL processes, preferred
• Comfortable identifying and advocating for process improvements and willingness to lead improvement efforts

Responsibilities

• Performing basic troubleshooting and problem-solving to ensure the integrity, integration, and stability of EHR applications for Nordic’s customers
• Fulfilling system requests from customers and translating needs into detailed requirement specifications
• Monitoring issue queues, triaging for urgency and appropriate actions, then taking actions or assigning to other team members as appropriate
• Taking customer calls about issues, resolving the issue during the call, or adequately documenting and transitioning the issue
• Building and configuring EHR applications to meet customer requirements and managing requests from your clients related to your area of application expertise
• Performing analysis of workflows and system setup, and system audits as necessary including coordinating system upgrades and testing
• Accurately, completing up-to-date documentation in relevant ticketing system(s), regarding requests processed and incidents solved while also providing updates to clients directly as needed
• Following proper change control policies for application builds and configurations while developing and improving workflows and processes
• Working on projects that may be assigned on and hoc basis and may assist other corporate initiatives as necessary, directed, assigned, or requested
• Managing multiple clients and projects simultaneously with oversight from Senior Application Advisors, including maintaining awareness of unique customer build and process, managing open issues in a ticketing system, and monitoring customer specific email and calendar
• Adapting own focuses of time and energy, under the guidance of Team Leads and Senior Application Advisors, to deliver on most-important priorities
• Taking on new responsibilities and challenges to continually grow and develop skills to meet the evolving needs of Managed Services and our customers

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 11-50 employees