Willow Analyst- EAM

Nordic Healthcare Group (NHG); Oregon; Hybrid; USD 65,000 - 90,000; Full time

Job summary

Nordic Healthcare Group (NHG) in the United States is seeking an Analyst - Managed Services to design, build, test, and troubleshoot EHR applications for NHG clients. You will support accurate issue resolution and collaborate with clients to understand requirements.

The role involves handling multiple client projects, following change control policies, and contributing to process improvements while growing technical and healthcare IT expertise within a supportive team.

Qualifications

• Post-secondary education or equivalent experience required.
• Certification in relevant EHR application(s) required or certification within 4 months.
• Must demonstrate Nordic's maxims.
• Ability to apply problem solving skills.
• Excellent communication skills, written and verbal.
• Proficient with Microsoft Office applications.
• Strong attention to detail and ability to organize.
• Must be able to work independently, as well as within a team environment.
• Customer service experience and prior knowledge and experience in Healthcare IT and ITIL processes, preferred.
• Comfortable identifying and advocating for process improvements and willingness to lead improvement efforts.

Responsibilities

• Troubleshoot and ensure the integrity, integration, and stability of EHR applications for Nordic's customers.
• Translate customer needs into detailed requirement specifications.
• Monitor issue queues, triage urgency, and take actions or assign to others as appropriate.
• Take customer calls about issues, resolve during the call, or document and transition the issue.
• Build and configure EHR applications to meet customer requirements and manage requests.
• Analyze workflows and system setup, and coordinate upgrades and testing.
• Maintain up-to-date documentation in ticketing systems and provide updates to clients.
• Follow change control policies for builds and configurations while improving workflows.
• Manage multiple clients and projects with oversight from Senior Application Advisors.

Skills

Problem solving

Excellent communication

Attention to detail

Organizational skills

Independent worker

Team oriented

Healthcare IT knowledge

ITIL processes familiarity

Education

Post-secondary education or equivalent experience

Certification in relevant EHR application(s) or must be certified within 4 months

Tools

Ticketing system

Job description

Make a difference. Be happy. Grow your career.The Analyst - Managed Services provides EHR design, build, testing and troubleshooting services for Nordic clients.Nordic, repeat Best in KLAS IT Services Firm and solely serving the healthcare industry, strives to empower healthcare providers to leverage technology and to realize digital transformation. All Nordic staff embrace Nordic's maxims and mission to serve our customers who care so well for us.

Key Responsibilities

• Performing basic troubleshooting and problem-solving to ensure the integrity, integration, and stability of EHR applications for Nordic's customers
• Fulfilling system requests from customers and translating needs into detailed requirement specifications
• Monitoring issue queues, triaging for urgency and appropriate actions, then taking actions or assigning to other team members as appropriate
• Taking customer calls about issues, resolving the issue during the call, or adequately documenting and transitioning the issue
• Building and configuring EHR applications to meet customer requirements and managing requests from your clients related to your area of application expertise
• Performing analysis of workflows and system setup, and system audits as necessary including coordinating system upgrades and testing
• Accurately, completing up-to-date documentation in relevant ticketing system(s), regarding requests processed and incidents solved while also providing updates to clients directly as needed
• Following proper change control policies for application builds and configurations while developing and improving workflows and processes
• Working on projects that may be assigned on and hoc basis and may assist other corporate initiatives as necessary, directed, assigned, or requested
• Managing multiple clients and projects simultaneously with oversight from Senior Application Advisors, including maintaining awareness of unique customer build and process, managing open issues in a ticketing system, and monitoring customer specific email and calendar
• Adapting own focuses of time and energy, under the guidance of Team Leads and Senior Application Advisors, to deliver on most-important priorities
• Taking on new responsibilities and challenges to continually grow and develop skills to meet the evolving needs of Managed Services and our customers

Skills and Experience

• Post-secondary education or equivalent experience, required
• Certification in relevant EHR application(s) required or must be certified in relevant EHR application module(s) within 4 months
• Must demonstrate and embody Nordic's maxims
• Ability to apply problem solving skills
• Excellent communication skills, written and verbal
• Proficient with Microsoft Office applications
• Strong attention to detail and ability to organize
• Must be able to work independently, as well as within a team environment
• Customer service experience and prior knowledge and experience in Healthcare IT and ITIL processes, preferred
• Comfortable identifying and advocating for process improvements and willingness to lead improvement efforts

Additional details

• Ability to take 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.