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Nordic Global · 12 hours ago

Professional Billing Analyst II

United States

Full-time

Hybrid

Mid, Senior Level

5+ years exp

Nordic Global is a company focused on providing innovative health IT solutions, and they are seeking a Managed Services Analyst II. The role involves providing EHR design, build, testing, and troubleshooting services for complex clients while managing multiple customer assignments and ensuring high-quality support and documentation.

Information ServicesInformation Technology

Responsibilities

Performing intermediate troubleshooting and problem-solving within their application 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, translating needs into detailed requirement specifications, and performing system build and testing; using appropriate judgment in escalating issues and challenges to an Application Advisor

Performing analysis of workflows system setup, and system audits at the direction of an Application Advisor, including participating in system upgrades and testing

Exercising moderate judgment and contributing to decisions, under the supervision of Application Advisors, in support of Managed Services customers that could have impacts to patient safety, financial integrity, and regulatory compliance; contributing to decisions regarding what escalation is appropriate

Managing multiple customer assignments with moderate oversight from Application Advisors, including awareness of unique customer build and process, management of open issues in a ticketing system, email communication, and calendar management

Managing multiple complex clients and projects simultaneously with moderate oversight from 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

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

Providing outstanding customer service by anticipating and meeting shifting customer needs, and delivering high quality support, and valuing and building relationships with customer IT and operations staff, including customer end-users, operations managers, IT analysts, and IT managers

Participating in communication and change-management of proposed changes, under the guidance of Application Advisors, ensuring 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 Managers and Application Advisors, to deliver on most-important priorities

Assisting 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

Understanding moderately complex system setup, and able to explain and communicate that setup in ways that are easy to understand for internal staff and day-to-day customer counterparts

Taking on new responsibilities and challenges to continually grow and develop skills to meet the evolving needs of Managed Services and our customers

Seeking opportunities to delegate and explain less complicated tasks to peers and less-experienced team members; guiding and overseeing the completion of delegated tasks

Qualification

Epic CertificationEHR implementation experienceTicketing systems experienceChange management processesProblem solving skillsCustomer service track recordMicrosoft Office proficiencyCommunicationAttention to detailTeamwork