Willow Senior Application Advisor

Responsibilities

• Technical
  • Perform expert-level troubleshooting and problem-solving to ensure the integrity, integration, and stability of EHR applications for Nordic’s complex customers.
  • Fulfill system requests from customers by analyzing issues within their application and across integrated 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.
  • Guide and perform proactive in-depth analysis of workflows and system setup, system audits to find improvements and efficiencies, including leading system upgrades and testing.
• Project and Issue Management
  • Exercise considerable judgment and make decisions in support of Managed Services customers that could impact patient safety, financial integrity, and regulatory compliance; determine appropriate escalation.
  • Learn and document unique customer processes and configuration, establish ongoing support processes, and orient other team members.
  • Manage multiple complex clients and projects simultaneously with minimal oversight, including maintaining awareness of customer-specific build and processes, managing open issues in a ticketing system, and monitoring customer-specific email and calendar.
  • Accurately complete up-to-date documentation in relevant ticketing systems regarding requests processed and incidents solved while meeting Service Level Agreements (SLAs).
  • Follow proper change control policies for migrating application build and configurations.
  • Work on ad hoc projects and assist in other internal initiatives as assigned.
• Teamwork and Customer Service
  • Provide outstanding customer service by anticipating and meeting shifting customer needs, delivering high-quality support, and building relationships with customer IT, operations staff, end-users, managers, directors, and C-suite.
  • Anticipate the customer perspective of proposed changes; guide communication and change management to address concerns and ensure system changes are understood and properly used.
  • Contribute to a supportive team culture focused on the overall goals of Managed Services; adapt time and energy to deliver on priorities under guidance from Team Leads and Senior Application Advisors.
  • Participate in onboarding new team members, including orienting them to client configuration and processes and introducing them to customer counterparts.
• Growth and Mentorship
  • Explain complex system setup and impacts in ways that are easy to understand for internal staff and customer counterparts, including IT and operational leadership.
  • Create documentation that allows others to follow processes consistently.
  • Seek opportunities to delegate work to other team members to help them grow their capabilities with appropriate guidance and oversight.
  • Mentor team members in technical skills under the guidance of the Team Lead and Senior Application Advisor.

Requirements

• Post-secondary education or equivalent experience.
• Certification in Willow Inpatient with a moderate understanding of its functionality.
• 3+ years of experience implementing, training, or supporting EHR modules.
• Proven ability to apply problem-solving and technical skills.
• Excellent communication skills (written and verbal); ability to simplify complex concepts and persuade at all organizational levels, including the C-suite.
• Proficiency with Microsoft Office applications.
• Strong attention to detail and organizational skills.
• Ability to work independently and within a team environment.
• Prior experience with ticketing systems and change management processes.
• Strong customer service track record.

Preferred Qualifications

• Knowledge of Information Technology Infrastructure Library (ITIL) processes.
• Previous management and project management experience.
• Participation in previous systems implementations.
• 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%.