Managed Services - Epic Professional Billing Senior Application Advisor

About the Role

The Senior Application Advisor - Managed Services provides expert Epic EHR design, build, testing, and advanced troubleshooting services for Nordic clients while overseeing customer engagements and mentoring other Managed Services team members. They possess the technical and soft skills to navigate any situation related to their application and guide internal and customer teams to resolution.

Responsibilities

• Perform expert-level troubleshooting and problem-solving to ensure the integrity, integration, and stability of Epic applications for Nordic’s complex customers.
• Fulfill 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.
• Anticipate the impact of changes to other applications and systems and take necessary steps to manage those impacts.
• Oversee and participate in the onboarding of new team members to the customer support team, including orienting to unique client configurations and processes, and introducing employees to customer counterparts.
• Explain complex system setups and impacts in ways that are easy to understand for internal staff and customer counterparts, including IT and operational leadership.
• Create documentation that enables consistent process execution.
• Identify opportunities to delegate work to support team member growth, with appropriate guidance and oversight.
• Mentor and coach team members in both technical skills and soft skills such as time management, communication, project management, and escalation.
• Provide timely, constructive feedback that builds confidence and supports continuous improvement.

Requirements

• Epic Professional Billing certificate.
• Post-secondary education or equivalent experience required.
• Epic certification in MyChart, EpicCare Link, Care Everywhere, or additional modules, with a well-rounded understanding of application functionality and integration points.
• 5+ years of experience implementing, training, or supporting Epic modules.
• Demonstrated alignment with Nordic’s core values (maxims).
• Proven problem-solving and technical skills.
• Excellent written and verbal communication skills, with the ability to simplify complex concepts and influence stakeholders at all levels, including C-suite.
• Proficiency with Microsoft Office applications.
• Strong attention to detail and organizational skills.
• Ability to work both independently and collaboratively within a team environment.
• Experience with ticketing systems and change management processes.
• Strong customer service track record.
• Knowledge of ITIL processes; prior management, project management, and system implementation experience preferred.
• Demonstrated sound judgment and appropriate escalation practices.

Additional Details

• Ability to participate in on-call rotations outside of core business hours, including nights and weekends.
• Ability to travel up to 10%.