EHR Analyst Managed Services

OpTime Analyst

Make a difference. Be happy. Grow your career.

The Role

The Analyst – Managed Services provides EHR design, build, testing and troubleshooting services for Nordic clients.

Key Responsibilities

The Analyst – Managed Services will be responsible for, but not be limited to:

• Performing basic troubleshooting and problem-solving to ensure the integrity, integration, and stability of EHR applications for Nordic’s customers.
• Fulfilling system requests from customers and translating needs into detailed requirement specifications.
• Monitoring issue queues, triaging for urgency and appropriate actions, then taking actions or assigning to other team members as appropriate.
• Taking customer calls about issues, resolving the issue during the call, or adequately documenting and transitioning the issue.
• Building and configuring EHR applications to meet customer requirements and managing requests from your clients related to your area of application expertise.
• Performing analysis of workflows and system setup, and system audits as necessary, including coordinating system upgrades and testing.
• Accurately completing up-to-date documentation in relevant ticketing system(s) regarding requests processed and incidents solved, while also providing updates to clients directly as needed.
• Following proper change control policies for application builds and configurations while developing and improving workflows and processes.
• Working on projects that may be assigned on an ad-hoc basis and may assist other corporate initiatives as necessary, directed, assigned, or requested.
• Managing multiple clients and projects simultaneously with oversight from Senior Application Advisors, including maintaining awareness of unique customer build and process, managing open issues in a ticketing system, and monitoring customer-specific email and calendar.
• Adapting own focuses of time and energy, under the guidance of Team Leads and Senior Application Advisors, to deliver on most-important priorities.
• Taking on new responsibilities and challenges to continually grow and develop skills to meet the evolving needs of Managed Services and our customers.

Skills And Experience

• Post-secondary education or equivalent experience, required.
• Certification in relevant EHR application(s) required or must be certified in relevant EHR application module(s) within 4 months.
• Must demonstrate and embody Nordic’s maxims.
• Ability to apply problem-solving skills.
• Excellent communication skills, written and verbal.
• 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.
• Customer service experience and prior knowledge and experience in Healthcare IT and ITIL processes, preferred.
• Comfortable identifying and advocating for process improvements and willingness to lead improvement efforts.

Additional Details

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

Key skills/competency

• EHR Applications
• Managed Services
• Troubleshooting
• Problem-Solving
• Customer Service
• Healthcare IT
• ITIL Processes
• System Configuration
• Change Control
• Documentation