Sr. Application Advisor - Grand Central

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THE ROLE

SENIOR APPLICATION ADVISOR - MANAGED SERVICES

The Senior Application Advisor - Managed Services provides expert Epic EHR design, build, testing and advanced troubleshooting services for Nordic clients while overseeing customer engagements and mentoring other Managed Services team members. They have the technical and soft skills to navigate any situation related to their application and guide internal, a

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 Epic 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)
• Serving as Application Lead, leading application management work at client(s) in relevant application(s) across multiple engagements, including overseeing ticket management across the application(s), sharing project updates, and leading team meetings
• 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
• Delegating and overseeing work across customer support team
  
  

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
• Creating and contributing to a supportive team culture where everyone is focused on the overall goals of Managed Services; Adapting, with minimal oversight and input, their own focuses of time and energy to deliver on most-important priorities, and guiding the time and energy of other members of the team
• Overseeing and 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
• Mentoring and coaching all members of the team in both technical skills, and soft skills such time-management, communication, project management, and escalation
• Provides prompt feedback that builds confidence in team members and guidance on skills and approaches to improve
  
  

Skills And Experience

• Post-secondary education or equivalent experience, required
• Certification / strong experience in Epic Resolute HB and Epic Resolute PB modules. Strong background with revenue cycle Epic modules and workflows with demonstrated ownership and success in discovery, configuration, testing, and deployment activities. Resolute claims and remittance certification and/or experience desired.
• 5 years of experience implementing, training, or supporting Epic 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 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.