Application Advisor - Hospital Billing

Nordic Global; United States; On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

On-call rotations

Travel up to 10%

Job summary

Nordic provides expert EHR design, build, testing and advanced troubleshooting for hospital billing across healthcare clients. The role leads application issues for small to mid-size customers and mentors team members within Managed Services.

Responsibilities include troubleshooting, requirements analysis, change impact assessment, and proactive workflow improvements, while guiding customer engagements and ensuring SLAs are met.

Qualifications

• Active Epic HB certification required for the role.
• 3+ years of direct Epic Hospital Billing experience.
• Post-secondary education or equivalent experience.
• Proven problem-solving and technical skills.
• Excellent written and verbal communication; ability to explain complex concepts.
• Experience with ticketing systems and change management.

Responsibilities

• Perform expert-level troubleshooting for EHR applications to ensure integrity, integration, and stability.
• Analyze requests, translate needs into requirements, and perform system build and testing.
• Anticipate impact of changes on other apps and manage implications.
• Lead in-depth analysis of workflows and system audits for improvements and upgrades.
• Exercise judgment in supporting customers with patient safety, financial, and regulatory considerations.
• Document customer processes, onboard teams, and maintain support processes.
• Manage multiple complex clients and projects with minimal oversight and track issues.
• Keep documentation up-to-date in ticketing systems and meet SLAs.
• Follow change-control policies for migrating builds and configurations.
• Onboard new team members and contribute to internal initiatives.

Skills

Epic HB certification

Epic Resolute HB certification

Epic Hospital Billing

Customer service

Communication skills

Problem solving

ITIL knowledge

Project management

Teamwork

Education

Post-secondary education or equivalent experience

Active Epic HB certification (cert)

Active Epic HB Claims certification (Desirable)

Tools

Microsoft Office

Ticketing systems

Change management processes

Job description

Make a difference. Be happy. Grow your career.

The Managed Services Application Advisor - Hospital Billing (HB) 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. 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.

Key Responsibilities

• 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

• Active Epic Resolute Hospital Billing (HB) certification is required for this role. Active Epic HB Claims certification is also desirable.
• 3+ years of direct Epic Hospital Billing experience with a moderate understanding of functionality within the application.
• Post-secondary education or equivalent experience required
• 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.