Willow Senior Analyst

Healthtech Inc; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

A leading health tech company is seeking an Epic Application Management Senior Analyst. The role involves supporting complex clients with EHR design, troubleshooting, and project management. Ideal candidates will have a post-secondary education, Epic certification, and strong problem-solving skills. This opportunity offers a challenging work environment where you can grow your career, contribute to high-quality patient care, and partake in a supportive team culture.

Qualifications

• At least 1+ year of experience supporting EHR modules.
• Availability for on-call rotations outside core hours.
• Willingness to travel up to 10%.

Responsibilities

• Provide advanced troubleshooting and problem-solving for EHR applications.
• Manage multiple customer assignments under moderate oversight.
• Maintain documentation and follow change control policies.

Skills

Problem-solving

Communication

Customer service

Attention to detail

Teamwork

Education

Post-secondary education or equivalent experience

Certification in Epic Willow

Tools

Microsoft Office

Ticketing systems

ITIL processes

Project management systems

Job description

Make a difference. Be happy. Grow your career.

THE ROLE

The Epic Application Management Senior Analyst provides EHR design, build, testing, and advanced troubleshooting services for Nordic’s more complex clients. They are growing in their technical and soft skills. They perform most of the day-to-day work for our clients with oversight and assistance from Senior Application Advisors.

KEY RESPONSIBILITIES

They will be responsible for, but not limited to:

Technical

• Performing advanced troubleshooting and problem-solving within their application 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, translating needs into detailed requirement specifications, and performing system build and testing, using appropriate judgment in escalating issues and challenges to a Senior Application Advisor.
• Performing analysis of workflows, system setup, and system audits at the direction of a Senior Application Advisor, including participating in system upgrades and testing.

Project and Issue Management

• Exercising moderate judgment and contributing to decisions, under the supervision of Senior Application Advisors, in support of Managed Services customers that could impact patient safety, financial integrity, and regulatory compliance; contributing to decisions regarding escalation.
• Managing multiple customer assignments with moderate oversight from Senior Application Advisors, including awareness of customer-specific build and process, management of open issues in a ticketing system, email communication, and calendar management.
• Managing multiple complex clients and projects simultaneously with moderate oversight, maintaining awareness of customer-specific build and process, managing open issues, and monitoring customer email and calendar.
• Accurately completing up-to-date documentation in relevant ticketing systems regarding requests processed and incidents resolved, while meeting SLAs.
• Following proper change control policies for migrating application build and configurations.
• Working on ad hoc projects and assisting in 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 building relationships with customer IT and operations staff, including end-users, operations managers, IT analysts, and IT managers.
• Participating in communication and change management of proposed changes, ensuring concerns are addressed and system changes are understood and properly used.
• Contributing to a supportive team culture focused on overall goals, adapting priorities under guidance of Team Leads and Senior Application Advisors.
• Assisting in onboarding new team members, including orientation to client configurations and processes, and introducing employees to customer counterparts.

Growth and Mentorship

• Understanding moderately complex system setups and communicating them clearly to internal staff and customer counterparts.
• Taking on new responsibilities to grow and develop skills to meet evolving customer needs.
• Delegating and explaining less complex tasks to peers and less-experienced team members, guiding and overseeing task completion.

Skills and Experience

• Post-secondary education or equivalent experience, required.
• Certification in Epic Willow with moderate understanding of functionality.
• At least 1 year of experience in implementing, training, or supporting EHR modules.
• Ability to apply problem-solving skills, excellent communication skills, and proficiency with Microsoft Office.
• Strong attention to detail, organizational skills, and ability to work independently and in a team.
• Experience with ticketing systems and change management processes; knowledge of ITIL processes and project management is preferred.

Additional Details

• Availability for on-call rotations outside core hours, including nights and weekends.
• Ability to travel up to 10%.

Nordic is an equal opportunity employer dedicated to a policy of non-discrimination on any protected basis. We provide consulting services focused on strategy, technology, and operations, as well as managed services, to improve healthcare outcomes. Ranked as a best place to work, Nordic offers a supportive environment where you can make a difference, be happy, and grow your career.