Professional Billing Sr. Application Advisor

Make a difference. Be happy. Grow your career.

THE ROLE

The Senior Application Advisor - Managed Services provides expert 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, and customer teams, to a resolution.

• 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 ofEHR 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 membersto 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

  • Providingoutstanding customer service by anticipating and meeting shifting customer needs, delivering high quality support, and valuing and building relationships with customer IT and operations staffincluding 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

  • Required: Professional Billing Certification

  • Post-secondary education or equivalent experience, required

  • Certification in one or more EHR application module(s) with moderate understanding of functionality within that application

  • 5+ years of experience implementing, training, or supporting EHRmodules

  • 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 travel up to 5%

  Nordic is an equal opportunity employer dedicated to a policy of non-discrimination on any protected basis including race, creed, color, age, gender, religion, national origin, disability, marital or veteran status, sexual orientation, or any other legally protected status under applicable local, state or federal law. EEO/AA Employer: M/F/Disabled and Vet.