Willow Application Advisor - EAM

Nordic; United States; Remote; USD 90,000 - 135,000; Full time

Job summary

Nordic in the United States is seeking a Managed Services Application Advisor to provide expert EHR design, build, testing, and troubleshooting services for Nordic clients. You will oversee customer engagements and mentor team members, acting as the application lead for small to mid-size customers.

The role emphasizes collaboration with IT and clinical staff to ensure safe, compliant workflows. The position requires strong problem-solving, communication, and technical skills, with experience in

Qualifications

• Post-secondary education or equivalent experience required.
• Certification in one or more EHR modules.
• 3+ years of experience implementing, training, or supporting EHR modules.
• Excellent communication and ability to translate complex issues for diverse audiences.
• Proven problem-solving and technical skills with Microsoft Office proficiency.

Responsibilities

• Provide expert-level troubleshooting to ensure EHR app integrity, across integrated systems.
• Lead system build, testing, and upgrades with attention to regulatory compliance and patient safety.
• Manage multiple client engagements and projects with SLAs in mind.
• Document configurations and processes; mentor junior team members.
• Coordinate change control and incident management; support ad hoc initiatives.

Skills

Problem solving

Technical skills

Excellent communication

Leadership / mentoring

Customer service

EHR domain knowledge

Education

Post-secondary education or equivalent experience

EHR module certification

3+ years of EHR experience

Tools

Ticketing systems

Microsoft Office

ITIL processes

Job description

Make a difference. Be happy. Grow your career. The Role The Managed Services Application Advisor provides expert 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. They should have the ability to be the application lead for a small or medium sized customer. 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 expert-level troubleshooting and problem-solving to ensure the integrity, integration, and stability of EHR applications for Nordic’s complex customers. Fulfilling 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. Anticipating the impact of changes to other applications and systems and taking necessary steps to manage those impacts. Guiding and performing proactive in-depth analysis of workflows and system setup, and system audits to find system improvements and efficiencies, including leading system upgrades and testing. Project and Issue Management: Exercising considerable judgment and making decisions in support of Managed Services customers that could have impacts to patient safety, financial integrity, and regulatory compliance; determining what escalation is appropriate. Learning and documenting unique customer processes and configuration, establishing ongoing support processes, and orienting other team members to the customer configuration and processes. Managing multiple complex clients and projects simultaneously with minimal oversight, including maintaining awareness of unique customer build and process, managing open issues in a ticketing system, and monitoring customer specific email and calendar. Accurately completing up-to-date documentation in relevant ticketing system(s), regarding requests processed and incidents solved while still meeting Service Level Agreements (SLAs). Following proper change control policies for migrating application build and configurations. Working on projects that may be assigned on an ad hoc basis, and assisting in other internal initiatives as necessary, directed, assigned, or requested.

Teamwork and Customer Service

Providing outstanding customer service by anticipating and meeting shifting customer needs, delivering high quality support, and valuing and building relationships with customer IT and operations staff including customer end-users, operations managers, IT analysts, IT managers, Directors, and the C-suite. Anticipating the customer perspective of proposed changes; guiding communication and change management to ensure concerns and input from affected groups are addressed, and system changes are understood and properly used. Contributing to a supportive team culture where everyone is focused on the overall goals of Managed Services; Adapting their own focuses of time and energy, under the guidance of Team Leads and Senior Application Advisors, to deliver on most-important priorities. Participating in the onboarding of new team members to customer support team, including orienting to unique client configuration and processes, and introducing employees to customer counterparts.

Growth and Mentorship

Explaining complex system setup and impacts in ways that are easy to understand for internal staff and customer counterparts up to, and including, IT and operational leadership. Creating documentation that allows others to follow processes consistently. Seeking out opportunities to delegate work to other team members so all members of the team are growing their capabilities with appropriate guidance and oversight. Under the guidance of the Team Lead and Senior Application Advisor, mentoring members of the team in technical skills.

Skills and Experience

Post-secondary education or equivalent experience, required. Certification in one or more EHR application module(s) with moderate understanding of functionality within that application. 3+ years of experience implementing, training, or supporting EHR modules. Must demonstrate and embody Nordic’s maxims. Proven ability to apply problem solving and technical skills. Excellent communication skills, written and verbal; make the complex simple, persuasion; all levels of an organization up to C suite. 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. Prior experience with ticketing systems and change management processes. Strong customer service track record. Knowledge of Information Technology Infrastructure Library (ITIL) processes, previous management and project management experience, and participation in previous systems implementations, preferred. Demonstrated sound judgment and appropriate escalation.

Additional Details

• Ability to take on-call rotations outside of core business hours, including nights and weekends
• Ability to travel up to 15%

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.