Managed Services Clinical Ancillary Applications Team Lead

The Managed Services team lead manages, mentors, and develops a team of analysts, associates, and consultants while providing expert level Epic EHR design, build, testing, and troubleshooting services. The Managed Services team lead works with Managed Services leadership on workforce planning and team direction.

Who we are

Healthcare organizations are challenged to deliver higher quality care at a lower cost. Our award-winning team provides consulting services focused on strategy, technology, and operations, as well as managed services, that result in a stronger business with better patient outcomes. Ranked as a best place to work by seven 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 consultant has extensive Epic application expertise. We’re also looking for someone who is a good coach and teammate, 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 downtown home office, one of the best places to work in Madison. 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 certification (one or more certifications in OpTime, Anesthesia, Radiant, or Cupid)
  • Experience with ticketing systems and change management processes

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

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Full Job Description

Managed Services Team Lead

The Managed Services team lead manages, mentors, and develops a team of analysts, associates, and consultants while providing expert level Epic EHR design, build, testing, and troubleshooting services. The Managed Services team lead works with Managed Services leadership 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 Epic applications for Nordic’s customers
  • Monitoring the teams’ output against operational metrics and providing feedback to team members regarding work performance or other work-related issues
  • Building and configuring Epic 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
  • 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.
  • 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
  • Epic certification in multiple application modules
  • 5+ years of experience implementing, training, or supporting Epic 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

  • Position is located at our home office in Madison, WI
  • Ability to take on-call rotations
  • Ability to travel up to 10 percent of the time
  • Salary will be based on skills and experience
  • Benefits package offered

Take the next step! Apply now.

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.

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