Managed Services Inpatient Team Lead

Who we are

Healthcare organizations are challenged to deliver higher quality care at a lower cost. Our award-winning team provides health IT staffing, advisory consulting, and managed services that result in a stronger business with better patient outcomes. Ranked as a best place to work by nine publications, Nordic’s culture provides our home office and consultants a supportive environment in healthcare that allows you to make a difference, be happy, and grow your career.

Your role

A Nordic Managed Services Inpatient team lead has extensive Epic application expertise. We’re looking for someone who can make it about "we" by being a good coach and teammate and is passionate about mentoring in a team environment. You'll be actively engaged in supporting a variety of Epic clients. You can do all of this from Nordic's corporate office, one of the best places to work in Madison, or work closely with our team from a remote location. You'll need to be a strong communicator who can keep in close contact with the client while you're working remotely. If this sounds like you, here are a couple things you’ll need:

  • Five or more years of Epic IT experience
  • One or more Epic Inpatient certification 
  • Direct staff management experience leading service-oriented teams preferred

If you know someone else who would be a great fit for this position, let us know.


Full Job Description

Managed Services Team Lead

The Managed Services team lead manages, mentors, and develops a team of associates, analysts, senior analysts, application advisors, and senior application advisors while embodying Nordic's maxims and values. The Managed Services team lead also provides expert-level EHR design, build, testing, and troubleshooting services for Nordic clients. The Managed Services team lead works with the Managed Services leadership team on workforce planning and team direction.

Key Responsibilities

The Managed Services team lead's responsibilities include, but are not limited to:

  • Coaching team members through difficult customer requests while performing expert level troubleshooting and problem solving to ensure the integrity, integration, and stability of EHR applications for Nordic’s clients
  • Contributing to the vision and goals of the Managed Services team, sharing that vision with Managed Services team members, and executing projects and daily operations to achieve the vision and goals
  • Monitoring the teams’ output against operational metrics and providing feedback to team members regarding work performance or other work-related issues
  • Contributing to team operational objectives by maximizing efficiency and team productivity while participating in continuous learning opportunities to grow solution expertise, including leading regular team meetings
  • Building and configuring EHR applications to meet complex customer requirements and managing requests from clients related to your area(s) of application expertise
  • Accurately completing up-to-date documentation in relevant ticketing system(s), regarding requests processed and incidents solved, while still meeting SLAs
  • Continuously developing and improving workflows and processes while following proper change control policies for application builds and configurations
  • Leading application management work for client(s) across multiple engagements, providing status updates directly to clients as needed
  • Managing multiple complex projects simultaneously while demonstrating success in managing client engagements, including director and C-level relationships
  • Working on projects that may be assigned on an ad hoc basis and assisting other corporate initiatives as necessary, directed, assigned, or requested

Skills and Experience

  • Post-secondary education or equivalent experience, required
  • Certification in one or more Epic Inpatient application module(s) with moderate understanding of functionality within that application
  • 5+ years of experience implementing, training, or supporting Epic Inpatient modules
  • Direct staff management experience leading service-oriented teams, preferred
  • Ability to apply problem-solving skills
  • Excellent written and verbal communication skills
  • 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
  • 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 and project management experience, and participation in previous systems implementations, preferred
  • Must demonstrate and embody Nordic’s maxims

Compensation and Additional Details

  • Working in Madison, WI, is not required, but strongly preferred; trips to the corporate office in Madison, WI will be expected
  • Ability to take on-call rotations outside of core business hours, including nights and weekends
  • Ability to travel up to 15: of the time
  • Benefits package offered
Quick note on our partnerships

Our partnerships are extremely important to us. This online application is not intended for anyone who is currently under a non-compete agreement or has an arrangement that precludes employment at Nordic. We appreciate your help in respecting our partners.

EEO/AA Employer: M/F/Disabled and Vet.
Employee rights and responsibilities under the Family and Medical Leave Act