Grand Central - Senior Application Advisor

USA102 Nordic Consulting Partners, Inc.; United States; Remote; USD 120,000 - 170,000; Full time

Job summary

Nordic is seeking a Senior Application Advisor - Managed Services to lead expert Epic EHR design, build, testing, and troubleshooting for Nordic clients. You will mentor team members, oversee engagements, and ensure high-quality service.

You will communicate complex concepts to IT and leadership, document processes, and participate in on-call rotations and travel as needed to support client needs. A strong customer service mindset and cross-functional collaboration are essential.

Qualifications

• Active Epic Grand Central certification required.
• Post-secondary education or equivalent experience required.
• Additional Epic Prelude, Cadence, Real-Time Eligibility (RTE), Welcome, or Referrals certifications and/or experience preferred, with a well-rounded understanding of patient access, patient flow, admissions, discharges, transfers, bed management, 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

Responsibilities

• Provide expert-level troubleshooting and problem-solving to ensure Epic applications’ integrity, integration, and stability for Nordic customers.
• Fulfill system requests by analyzing issues, translating needs into detailed specifications, and performing system builds and testing.
• Anticipate the impact of changes to other applications and manage those impacts.
• Oversee onboarding of new team members, orienting them to client configurations and processes, and introducing them to customer counterparts.
• Explain complex system setups to internal staff and customer leadership clearly.
• Create documentation to enable consistent process execution.
• Identify opportunities to delegate work to support team member growth with guidance.
• Mentor and coach team members in technical and soft skills including time management, communication, project management, and escalation.
• Provide timely, constructive feedback to build confidence and continuous improvement.
• Participate in on-call rotations outside core hours and travel up to 10%

Skills

Epic Grand Central certification

Epic modules experience

ITIL knowledge

Project management

Communication skills

Customer service

Education

Post-secondary education or equivalent

Tools

Microsoft Office

Ticketing systems

Change management tools

Job description

Make a difference. Be happy. Grow your career. The Grand Central 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

• Active Epic Grand Central certification required
• Post-secondary education or equivalent experience required
• Additional Epic Prelude, Cadence, Real-Time Eligibility (RTE), Welcome, or Referrals certifications and/or experience preferred, with a well-rounded understanding of patient access, patient flow, admissions, discharges, transfers, bed management, 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.

Healthcare organizations are challenged to deliver higher quality care at a lower cost. Our award-winning team provides consulting services focused on strategy, technology, and operations, as well as managed services, that result in a stronger business with better patient outcomes. Ranked as a best place to work by nine publications, Nordic's culture provides our home office and consultants a supportive environment in healthcare that allows you to make a difference, be happy, and grow your career.