Manager - Epic Application Management
On-siteNational, Maryland, United States
Job Summary
Manage, mentor, and develop a team of Associates, Analysts, and Advisors while embodying Nordic maxims. Provide expert-level EHR design, build, testing, and troubleshooting services for Nordic clients. Coach team members through difficult customer requests to ensure application integrity and stability. Monitor team output against operational metrics, provide performance feedback, and lead regular team meetings. Build and configure EHR applications to meet complex requirements, manage client requests, and accurately complete documentation in ticketing systems while meeting SLAs. Contribute to the Managed Services Division vision, execute daily operations, and lead application management across multiple engagements. Manage multiple complex projects simultaneously, including Director and C-level relationships, while working on ad hoc initiatives. Take on-call rotations outside core business hours, including nights and weekends, with up to 10% travel.
Required Qualifications
- Post-secondary education or equivalent experience
- Certification in one or more EHR application module(s)
- 5+ years of experience implementing, training, or supporting EHR modules
- Direct staff management experience
- 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
- Prior experience with ticketing systems and change management processes
- Strong customer service record
- Proven ability to work effectively with all levels of an organization, as well as with diverse team members and client bases
- Knowledge of ITIL processes
- Previous management experience
- Project management experience
- Participation in previous systems implementations
- Ability to take on-call rotations outside of core business hours, including nights and weekends
- Ability to travel up to 10%
Desired Qualifications
- Certification in one or more EHR application module(s) with moderate understanding of functionality within that application
- Moderate understanding of functionality within that application
- Direct staff management experience leading service-oriented teams preferred
- Proficient with Microsoft Office products and other collaboration tools, including virtual meetings and cloud technologies
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