[Hiring] Radiant Application Advisor @Nordic Healthcare Group (NHG)

Role Description

The Managed Services Radiant Application Advisor 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. They should have the ability to be the application lead for a small or medium sized customer.

• 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.
  • 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.
• 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.
  • 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.

Qualifications

• Post-secondary education or equivalent experience, required.
• Certification in one or more EHR application module(s) 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.

Requirements

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

Benefits

• 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.