Willow Senior Application Advisor

Healthtech Inc; Northern (KY); Hybrid; USD 75,000 - 115,000; Full time

Job summary

Nordic is seeking an experienced professional to provide expert-level troubleshooting and support for EHR applications across multiple complex customers. You will translate customer needs into detailed requirements, perform system builds, and manage upgrades while maintaining documentation and SLAs.

Responsibilities include analyzing requests, guiding proactive workflow improvements, and coordinating with IT and operations staff. Travel up to 10% may be required as part of multi-client support.

Qualifications

• Post-secondary education or equivalent experience required.
• Certification in Willow Inpatient with moderate understanding of Willow.
• 3+ years of experience implementing, training, or supporting EHR modules.
• Excellent communication skills, written and verbal; ability to simplify complex concepts for all levels, including C-suite.
• Proficient with Microsoft Office applications.
• Knowledge of ITIL processes and change management.

Responsibilities

• Troubleshoot and ensure the integrity, integration, and stability of EHR applications for Nordic’s complex customers.
• Analyze system requests, translate needs to detailed specifications, and perform builds and testing.
• Lead system upgrades and testing; manage impact on other applications and systems.
• Document customer configurations and processes; maintain SLAs and ticketing updates.
• Follow change control policies for migrating applications and configurations.
• Support onboarding of new team members to customer configurations.

Skills

Excellent communication

Problem solving

Attention to detail

Independent and team work

Customer service

Explain complex systems

Education

Willow Inpatient certification

Post-secondary education or equivalent experience

Tools

Ticketing systems

Microsoft Office

Job description

Make a difference. Be happy. Grow your career.

KEY RESPONSIBILITIES

They will be responsible for, but not be limited to: Technical 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 Willow Inpatient 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 10%

Equal Opportunity

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.

Company Overview

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.