Application Advisor - Epic Application Management

Make a difference. Be happy. Grow your career.

KEY RESPONSIBILITIES 
They will be responsible for, but not be limited to: 

TECHNICAL
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 

PROJECT AND ISSUE MANAGEMENT
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 

TEAMWORK AND CUSTOMER SERVICE
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 

GROWTH AND MENTORSHIP
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 

SKILLS AND EXPERIENCE 
Post-secondary education or equivalent experience, required 

Epic Certification in Hospital Billing application 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 

Knowledge of Information Technology Infrastructure Library (ITIL) processes, previous management and project management experience, and participation in previous systems implementations, preferred 

Demonstrated sound judgment and appropriate escalation 

ADDITIONAL DETAILS 
Ability to take on-call rotations outside of core business hours, including nights and weekends 

Ability to travel up to 10% 

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.