Epic Clin Doc Senior Analyst

Healthtech Inc; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

Healthtech Inc is seeking an individual to handle advanced troubleshooting for EHR applications, focusing on customer needs and system integrity. This role includes fulfilling system requests and contributing to system testing and upgrades.

The ideal candidate will have experience with EHR modules, strong problem-solving abilities, and excellent communication skills. Active Epic Clin Doc or Inpatient Certification is required, along with a commitment to providing high-quality support and customer service.

Qualifications

• 1-5+ years of direct experience implementing, training, or supporting EHR modules.
• Active Epic Clin Doc or Inpatient Certification required.
• Ability to take on call rotations outside core business hours, including nights and weekends.
• Willingness to travel up to 10% of the time.

Responsibilities

• Perform advanced troubleshooting and problem-solving for EHR applications.
• Fulfill system requests by analyzing issues and performing testing.
• Contribute to decisions and manage multiple customer assignments.
• Provide outstanding customer service by building relationships and delivering high-quality support.

Skills

Problem-solving skills

Technical knowledge

Communication skills

Attention to detail

Organizational skills

Customer service

EHR implementation experience

Education

High school diploma or bachelor's degree in a related field or 8+ years of relevant experience

Tools

Microsoft Office

Ticketing systems

ITIL processes

Job description

Responsibilities

Perform advanced troubleshooting and problem‑solving within Epic Clin Doc to ensure the integrity, integration, and stability of EHR applications for Nordic’s complex customers.

Fulfill system requests from customers by analyzing issues, translating needs into detailed requirement specifications, and performing system build and testing.

Analyze workflows, system setup, and audits; participate in system upgrades and testing.

Contribute to decisions and escalations under the supervision of Application Advisors; manage multiple customer assignments with minimal oversight.

Manage open issues in a ticketing system, oversee email and calendar communication, and maintain accurate documentation to meet Service Level Agreements (SLAs).

Adhere to change‑control policies for migrating application builds and configurations.

Work on projects that may be assigned ad‑hoc and assist in other internal initiatives as needed.

Provide outstanding customer service by anticipating and meeting shifting customer needs, building relationships with customer IT and operations staff, and delivering high‑quality support.

Participate in communication and change‑management of proposed changes, ensuring concerns are addressed and changes are understood.

Contribute to a supportive team culture focused on overall Managed Services goals.

Assist in onboarding new team members, orienting them to client configuration and processes, and introducing them to customer counterparts.

Guide and oversee delegated tasks to peers and less‑experienced team members, ensuring completion and quality.

Growth and Mentorship

Understand complex system setups and explain them in an accessible manner for internal staff and day‑to‑day customer counterparts.

Take on new responsibilities and challenges to continually grow and develop skills in response to evolving Managed Services and customer needs.

Skills and Experience

• High school diploma or bachelor’s degree in a related field (or 8+ years of relevant experience).
• Active Epic Clin Doc or Inpatient Certification.
• 1‑5+ years of direct experience implementing, training, or supporting EHR modules.
• Strong problem‑solving skills and ability to apply technical knowledge.
• Excellent written and verbal communication skills.
• Proficiency with Microsoft Office applications.
• Strong attention to detail and organizational skills.
• Ability to work independently and within a team environment.
• Prior experience with ticketing systems and change‑management processes.
• Strong customer service track record.
• Knowledge of ITIL processes; previous management and project‑management experience; participation in prior system implementations preferred.
• Ability to take on call rotations outside core business hours, including nights and weekends.
• Willingness to travel up to 10% of the time.

Equal Opportunity Employer

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.