
Radiant Application Advisor
Nordic Global · United States
- Hybrid
- Full-time
- $100,000 / year
- United States
Job highlights
- Troubleshoot and solve EHR application issues.
- Manage client requests and system changes.
- Provide exceptional customer service to clients.
- Document processes and mentor team members.
- Support clients with on-call and travel.
About the role
Radiant Application Advisor at Nordic Global
Make a difference. Be happy. Grow your career.
Key Responsibilities
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 one or more EHR application module(s) 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%.
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.
Key skills/competency
- EHR Applications
- Technical Troubleshooting
- System Analysis
- Requirement Specifications
- System Build & Testing
- Change Management
- Customer Service
- Project Management
- ITIL Processes
- Mentorship
Skills & topics
- Radiant Application Advisor
- EHR
- Healthcare IT
- Application Support
- Technical Support
- Customer Service
- Project Management
- Issue Resolution
- System Implementation
- Nordic Global
How to get hired
- Tailor your resume: Highlight EHR experience, technical skills, and customer service achievements relevant to the Radiant Application Advisor role.
- Showcase problem-solving: Provide specific examples of how you've troubleshooted complex EHR issues and managed system changes.
- Emphasize communication: Detail your ability to explain complex technical concepts to non-technical stakeholders, including C-suite executives.
- Quantify achievements: Use numbers to demonstrate your impact in previous roles, such as the number of clients managed or issues resolved.
- Prepare for behavioral questions: Be ready to discuss your judgment, decision-making, and teamwork skills, using the STAR method.
Technical preparation
Master EHR application module functionality.,Practice troubleshooting complex system integrations.,Develop skills in requirement specification.,Familiarize with ITIL and ticketing systems.
Behavioral questions
Describe a time you made a critical decision.,How do you handle conflicting customer priorities?,Share an example of mentoring a colleague.,How do you explain complex technical ideas?
Frequently asked questions
- What are the key technical skills required for the Radiant Application Advisor role at Nordic Global?
- The Radiant Application Advisor role at Nordic Global requires strong technical skills in EHR applications, including expert-level troubleshooting, problem-solving, system analysis, and experience with system build and testing. Proficiency in Microsoft Office and familiarity with ticketing systems and change management processes are also essential. Certification in an EHR module is highly preferred.
- How important is customer service experience for this position?
- Customer service is paramount for the Radiant Application Advisor role. You'll be expected to provide outstanding service, build strong relationships with client IT and operations staff, and anticipate customer needs. Your ability to communicate complex technical information clearly to all levels of an organization, including the C-suite, is a key requirement.
- What kind of project and issue management responsibilities are involved?
- This role involves significant project and issue management. You'll exercise considerable judgment in supporting Managed Services customers, manage multiple complex clients and projects simultaneously with minimal oversight, accurately document issues and resolutions in ticketing systems, and adhere to change control policies. Experience with ITIL processes is a plus.
- Does Nordic Global offer opportunities for growth and mentorship for an Application Advisor?
- Yes, Nordic Global emphasizes growth and mentorship. The Radiant Application Advisor role involves explaining complex system setups, creating documentation for others, delegating work to foster team growth, and mentoring team members in technical skills, all under the guidance of Team Leads and Senior Application Advisors.
- What is the expected travel and on-call commitment for this role?
- The Radiant Application Advisor position requires the ability to travel up to 10% of the time. Additionally, candidates must be willing to participate in on-call rotations outside of core business hours, including nights and weekends, to ensure continuous support for Managed Services customers.