Ambulatory Application Advisor

Visa Hunt; United States; On-site; USD 95,000 - 135,000; Full time

Job summary

Nordic is seeking an experienced Application Advisor to provide expert support for EHR integrations and Managed Services. You will analyze complex customer requirements, perform testing, and document processes to ensure regulatory compliance and patient safety.

The role involves collaboration across IT, operations, and leadership. You will guide change management, participate in on-call rotations, and travel up to 10%.

Qualifications

• Post-secondary education or equivalent experience, required.
• Certification in EpicCare Ambulatory with moderate understanding of functionality.
• 3+ years of experience implementing, training, or supporting EHR modules.
• Must demonstrate Nordic’s maxims and strong problem solving skills.
• Excellent written and verbal communication; ability to simplify complex concepts.
• Proficient with Microsoft Office applications and standard IT tools.
• Detail-oriented, organized, and capable of independent work in a team.
• Experience with ticketing systems and change management processes.
• Knowledge of ITIL processes and prior project management exposure.
• Sound judgment, escalation skills, and strong customer service history.
• Willingness to take on-call rotations and travel up to 10%.

Responsibilities

• Perform expert-level troubleshooting to ensure EHR integration and stability.
• Analyze issues, translate needs into detailed requirements, and perform testing.
• Assess impact of changes on related applications; manage mitigations.
• Lead system audits and upgrades for workflow improvements and efficiency.
• Escalate appropriately to protect patient safety and regulatory compliance.
• Document customer processes and configurations; train team members.
• Manage multiple complex clients with ticketing and SLAs.
• Provide outstanding customer service and stakeholder communication.
• Assist onboarding of new team members and share best practices.
• Mentor teammates in technical skills under supervision.

Skills

Excellent communication

Problem solving

Teamwork

Documentation

Attention to detail

Independent work

Customer service

Cross-functional collaboration

Education

Post-secondary education or equivalent experience

EpicCare Ambulatory certification

Tools

EpicCare Ambulatory

Ticketing systems

Change management

Job description

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

• Certification in EpicCare Ambulatory 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.