Managed Services - Epic Professional Billing Senior Application Advisor

Healthtech Inc; Northern (KY); Hybrid; USD 110,000 - 170,000; Full time

Job summary

Nordic is seeking a Senior Application Advisor - Managed Services to deliver expert Epic EHR design, build, testing, and advanced troubleshooting for Nordic clients. You will oversee customer engagements and mentor team members, ensuring high-quality service and smooth onboarding of new staff.

Candidates should have Epic Resolute Professional Billing certification, 5+ years in Epic modules, strong communication, and proficiency with ITIL and change management practices.

Qualifications

• Post-secondary education or equivalent experience.
• Epic Certification in Resolute Professional Billing is required.
• 5+ years of experience implementing, training, or supporting Epic modules.
• Excellent written and verbal communication, with ability to influence at all levels (including C-suite).
• Experience with ticketing systems and change management processes.
• Knowledge of ITIL processes; prior management, project management, and system implementation experience preferred.

Responsibilities

• Provide expert Epic EHR design, build, testing, and advanced troubleshooting for Nordic’s Nordic clients.
• Manage customer engagements and mentor Managed Services team members.
• Analyze issues across Epic modules and related systems, producing detailed requirement specifications.
• Oversee onboarding of new team members and orient to client configurations.
• Create clear documentation to enable consistent process execution.

Skills

Excellent communication

Mentoring & leadership

Problem-solving

Time management

Project management

Attention to detail

Stakeholder influence

Team collaboration

Education

Post-secondary education or equivalent experience

Epic Certification in Resolute Professional Billing

Tools

Microsoft Office

Ticketing systems

Change management tooling

Job description

**SENIOR APPLICATION ADVISOR - MANAGED SERVICES**The 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**They will be responsible for, but not be limited to:* 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*** **Required - Epic Certification in Resolute Professional Billing*** Post-secondary education or equivalent experience required* 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.**