[Hiring] OpTime Senior Analyst @Nordic Healthcare Group (NHG)

Role Description

The Managed Services Senior Analyst provides EHR design, build, testing and advanced troubleshooting services for Nordic’s more complex clients. They bring strong technical and soft skills and perform most of the day-to-day work for our clients with oversight and assistance from Application Advisors and Senior Application Advisors.

Key Responsibilities

• Technical:
  • Performing advanced troubleshooting and problem-solving within their application 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, translating needs into detailed requirement specifications, and performing system build and testing.
  • Performing analysis of workflows system setup, and system audits, including participating in system upgrades and testing.
• Project and Issue Management:
  • Exercising moderate judgment and contributing to decisions, under the supervision of Application Advisors, in support of Managed Services customers that could have impacts to patient safety, financial integrity, and regulatory compliance.
  • Managing multiple customer assignments with minimal oversight from Application Advisors, including awareness of unique customer build and process, management of open issues in a ticketing system, email communication, and calendar management.
  • Managing multiple complex clients and projects simultaneously with minimal oversight from Application Advisors.
  • 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, and delivering high quality support.
  • Participating in communication and change-management of proposed changes, ensuring concerns and input from affected groups are addressed.
  • Contributing to a supportive team culture where everyone is focused on the overall goals of Managed Services.
  • Assisting in the onboarding of new team members to customer support team.
• Growth and Mentorship:
  • Understanding complex system setup, and able to explain and communicate that setup in ways that are easy to understand for internal staff and day-to-day customer counterparts.
  • Taking on new responsibilities and challenges to continually grow and develop skills to meet the evolving needs of Managed Services and our customers.
  • Seeking opportunities to delegate and explain less complicated tasks to peers and less-experienced team members.

Qualifications

• Bachelor's degree in a related field (relevant education and/or 8+ years’ industry experience).
• Certification in one or more EHR application module(s) with strong understanding of functionality within that application.
• 3-5+ years of experience implementing, training, or supporting EHR modules.
• 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.
• 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.

Requirements

• Ability to take on-call rotations outside of core business hours, including nights and weekends.
• Ability to travel up to 10%.

Company Description

Nordic, repeat Best in KLAS IT Services Firm and solely serving the healthcare industry, strives to empower healthcare providers to leverage technology and to realize digital transformation. All Nordic staff embrace Nordic’s maxims and mission to serve our customers who care so well for us.