Epic HB Application Lead & Customer Champion

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

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.