Dorothy Senior Application Advisor

Nordic Healthcare Group (NHG); Oregon; Hybrid; USD 120,000 - 160,000; Full time

Job summary

Nordic Healthcare Group (NHG) seeks a Senior Application Advisor - Managed Services to lead expert Epic design, build, testing, and troubleshooting for Nordic clients. You will mentor other team members and guide customer engagements to resolution.

Requirements include Epic certification, Epic Dorothy certification/experience, post-secondary education or equivalent, and 5+ years in Epic module work with strong communication and problem‑solving skills. Travel and on-call duties may apply.

Qualifications

• Epic certification is required.
• Post-secondary education or equivalent experience is required.
• Epic Dorothy certification and/or experience preferred.
• 5+ years of experience implementing, training, or supporting Epic modules.
• Familiarity with ITIL processes and change-management practices is preferred.
• Strong written and verbal communication; ability to influence stakeholders at all levels.

Responsibilities

• Perform expert troubleshooting and design/build activities for Epic applications.
• Fulfill system requests by analyzing issues and translating needs into specifications.
• Anticipate impacts of changes to other applications and systems.
• Onboard and mentor new team members and coordinate with customer counterparts.

Skills

Epic certification

Communication skills

Problem solving

Customer service

Mentorship

Education

Post-secondary education or equivalent experience

Epic Dorothy certification

Tools

Microsoft Office

Job description

Make a difference. Be happy. Grow your career.

SENIOR APPLICATION ADVISOR - MANAGED SERVICES

The Dorothy Senior Application Advisor - Managed Services provides expert Epic 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

• Perform expert-level troubleshooting and problem-solving to ensure the integrity, integration, and stability of Epic applications for Nordic's complex customers
• Fulfill 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
• Anticipate the impact of changes to other applications and systems and take necessary steps to manage those impacts
• Oversee and participate in the onboarding of new team members to the customer support team, including orienting to unique client configurations and processes, and introducing employees to customer counterparts

Growth and Mentorship

• Explain complex system setups and impacts in ways that are easy to understand for internal staff and customer counterparts up to and including IT and operational leadership
• Create documentation that enables consistent process execution
• Identify opportunities to delegate work to support team member growth, with appropriate guidance and oversight
• Mentor and coach team members in both technical skills and soft skills such as time management, communication, project management, and escalation
• Provide timely, constructive feedback that builds confidence and supports continuous improvement

Skills and Experience

• Epic certification in the relevant application(s) required
• Post-secondary education or equivalent experience required
• Epic Dorothy certification and/or experience preferred, with a well-rounded understanding of pharmacy application functionality, workflows, and integration points
• 5+ years of experience implementing, training, or supporting Epic modules
• Demonstrated alignment with Nordic's core values (maxims)
• Proven problem-solving and technical skills
• Excellent written and verbal communication skills, with the ability to simplify complex concepts and influence stakeholders at all levels, including C-suite
• Proficiency with Microsoft Office applications
• Strong attention to detail and organizational skills
• Ability to work both independently and collaboratively within a team environment
• Experience with ticketing systems and change management processes
• Strong customer service track record
• Knowledge of ITIL processes, as well as prior management, project management, and system implementation experience preferred
• Demonstrated sound judgment and appropriate escalation practices

Additional Details

Ability to participate in 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.