Willow Application Advisor

Nordic Healthcare Group (NHG)

About The Position

The Managed Services Application Advisor provides expert EHR design, build, testing, and advanced troubleshooting for Nordic clients. The role oversees customer engagements, mentors Managed Services team members, and serves as the application lead for small or medium-sized customers. The advisor uses technical and interpersonal skills to address application-related situations and guide internal and customer teams toward resolution. The position supports complex healthcare clients by analyzing requests and issues, managing changes and projects, maintaining documentation, and delivering high-quality customer service. It also contributes to onboarding and team development by explaining complex systems, creating repeatable documentation, delegating work, and mentoring colleagues. The role includes on-call rotations outside core business hours, including nights and weekends, and travel of up to 15%.

Requirements

Post-secondary education or equivalent experience.
Certification in one or more EHR application modules and a moderate understanding of functionality within that application.
At least 3 years of experience implementing, training, or supporting EHR modules.
Demonstrated ability to embody Nordic’s maxims.
Proven problem-solving and technical skills.
Excellent written and verbal communication skills, including the ability to make complex topics simple and communicate persuasively with all organizational levels up to the C-suite.
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.
Demonstrated sound judgment and appropriate escalation.
Ability to take on-call rotations outside core business hours, including nights and weekends.
Ability to travel up to 15%.

Nice To Haves

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

Responsibilities

Perform expert-level troubleshooting and problem-solving to ensure the integrity, integration, and stability of EHR applications for complex customers.
Analyze customer requests within the application and across integrated applications and systems, translate needs into detailed requirements, and perform system build and testing.
Anticipate the impact of changes to other applications and systems and take steps to manage those impacts.
Lead or perform in-depth workflow and system-setup analysis and system audits to identify improvements and efficiencies, including leading system upgrades and testing.
Use judgment to make decisions for Managed Services customers that may affect patient safety, financial integrity, or regulatory compliance, and determine appropriate escalation.
Learn and document unique customer processes and configurations, establish ongoing support processes, and orient team members to customer configurations and processes.
Manage multiple complex clients and projects with minimal oversight, maintain awareness of customer-specific build and processes, manage open ticketing-system issues, and monitor customer-specific email and calendars.
Maintain accurate, up-to-date documentation in relevant ticketing systems while meeting Service Level Agreements.
Follow change-control policies when migrating application builds and configurations.
Work on ad hoc projects and assist with internal initiatives as assigned or requested.
Anticipate and meet changing customer needs, provide high-quality support, and build relationships with customer IT and operations staff, end users, managers, directors, and C-suite counterparts.
Anticipate customer perspectives on proposed changes and guide communication and change management so affected groups’ concerns and input are addressed and system changes are understood and used properly.
Contribute to a supportive team culture and adapt priorities under the guidance of Team Leads and Senior Application Advisors.
Participate in onboarding new team members to customer support teams, including orienting them to client configurations and processes and introducing them to customer counterparts.
Explain complex system setup and impacts clearly to internal staff and customer counterparts, including IT and operational leadership.
Create documentation that enables others to follow processes consistently.
Delegate work with appropriate guidance and oversight to help team members develop their capabilities.
Mentor team members in technical skills under the guidance of the Team Lead and Senior Application Advisor.