Managed Services - Epic Professional Billing Senior Application Advisor

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Positions in this sub-family are responsible for providing services related to management of the organization's information technology resources to internal and/or external clients in Business Process Outsourcing (BPO) organizations or in Global Capability Centers (global in house captives/shared services centers). Activities include (but not limited to) developing, implementing, and testing internal IT applications and systems software; installation, administration, and maintenance of information technology resources (including IT hardware and software, data/voice networks); providing support to technology users. A Specialist Professional (P4) is a recognized subject matter expert in job area typically obtained through advanced education and work experience. Responsibilities typically include: • Managing large projects or processes with limited oversight from manager. • Coaching, reviewing and delegating work to lower level professionals. • Problems faced are difficult and often complex.

• 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) 

  • Serving as Application Lead, leading application management work at client(s) in relevant application(s) across multiple engagements, including overseeing ticket management across the application(s), sharing project updates, and leading team meetings 

  • 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 

  • Delegating and overseeing work across customer support team <