Nordic Healthcare Group (NHG)

Providing technical support and troubleshooting for hardware and software issues, documenting incidents, and assisting with IT projects. | Proficiency in English, strong communication skills, ability to learn new software quickly, and availability for night/weekend shifts. | Make a difference. Be happy. Grow your career. JOB SUMMARY The Portal Service Desk Agent is responsible for providing day-to-day technical support to employees for a range of hardware and software-related systems. Responds to and diagnoses problems through discussion with users, which includes troubleshooting, fault rectification, and problem escalation. Provides effective and timely resolution of users’ problems, queries or complaints. Assists in hardware and software evaluation and recommends upgrades or improvements to IT infrastructure. KEY RESPONSIBILITIES The Portal Service Desk Agent will be responsible for, but not be limited to: Providing excellent customer service Responding to end users with an analysis of their needs through qualifying questions over the phone and may use remote applications to diagnose the needs Taking customer calls about issues, resolving the issue during the call, or adequately documenting and transitioning the issue, following escalation protocols, as needed Accurately documenting pertinent information for requests and incidents in relevant ticketing system(s) Documenting investigations and resolutions in a timely manner, using research to quickly understand and diagnose issues Adhering to policies and procedures such as HIPAA and client notification expectations Attending and participating in team meetings Working on assigned projects on an ad hoc basis and assisting with other corporate initiatives as necessary, directed, assigned, or requested SKILLS AND EXPERIENCE Excellent customer service and communication skills, written and verbal Proficient in English to support our clients’ needs. Spanish is a plus Must enjoy working with technology, be able to learn new software quickly, and have strong typing skills Ability to apply problem solving skills across repetitive tasks Ability to work nights and weekends, depending on assigned shift Strong attention to detail and ability to organize Must be able to work independently, as well as within a team environment Must demonstrate and embody Nordic’s maxims ADDITIONAL DETAILS Working in Madison, WI, is not required, but preferred. Trips to the Nordic Home Office in Madison, WI will be expected Ability to travel up to 5% of the time 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. 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 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.

Providing technical support and troubleshooting for end users, documenting issues, and escalating as needed. | Requires 2+ years customer service experience, basic IT knowledge, and healthcare terminology familiarity. | Make a difference. Be happy. Grow your career. Job Summary The Clinical Service Desk Agent is responsible for providing day-to-day technical support to employees for a range of hardware and software-related systems. The agent responds to and diagnoses problems through discussion with users, which includes troubleshooting, fault rectification, and problem escalation. The agent provides effective and timely resolution of users’ problems, queries, or complaints. The agent assists in hardware and software evaluation and recommends upgrades or improvements to IT infrastructure. CLINICAL SERVICE DESK AGENT I The Clinical Service Desk Agent answers calls, chats, and e-mails from end users, resolves basic IT issues, and documents issues to be handed off to an application support team. Utilize excellent customer service skills and exceed customers’ expectations. Key Responsibilities The Clinical Service Desk Agent will be responsible for, but not be limited to: Providing a high level of professionalism and customer service Responding to end users with an analysis of their needs through qualifying questions over the phone and may use remote applications to diagnose the needs Taking end user calls regarding questions or issues, resolving the issue during the call, or adequately documenting and transitioning the issue, following escalation protocols, as needed Walking end user through problem solving or workflow process Accurately documenting pertinent information for requests and incidents in relevant ticketing system(s) Quickly identify and escalate high-priority issues to appropriate team Documenting investigations and resolutions in a timely manner, using research to quickly understand and diagnose issues Maintaining and expanding knowledge of help desk procedures and services Making good faith effort at resolving more complex ends user issues Collaborating and interfacing with all members of the Service Desk. Working efficiently and reliably in unsupervised and varying environments Adhering to policies and procedures such as HIPAA and client notification expectations Attending and participating in team meetings Working on assigned projects on an ad hoc basis and assisting with other corporate initiatives as necessary, directed, assigned, or requested Skills And Experience 2+ years customer service experience required 1 + years’ experience working in a call center required Basic understanding of Healthcare Terminology and Basic IT competencies required EHR knowledge and/or experience, preferred Excellent customer service and communication skills, written and verbal Ability to maintain calm and professional composure in stressful environments Proficient in English to support our clients’ needs. Spanish is a plus Must enjoy working with technology, be able to learn new software quickly, and have strong typing skills Ability to apply problem solving skills across repetitive tasks Ability to work nights and weekends, depending on assigned shift Strong attention to detail and ability to organize Must be able to work independently, as well as within a team environment Must demonstrate and embody Nordic’s maxims Additional Details Working in Madison, WI, is not required, but preferred. Trips to the Nordic Home Office in Madison, WI will be expected Ability to travel up to 5% of the time 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. 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 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.

Manage and deliver IT projects on schedule and budget using waterfall methodology, lead remote teams, and maintain project documentation and communications. | 2-5 years project coordination/management experience, associate degree, budget management skills, strong communication, and preferably CAPM or PMP certification. | Make a difference. Be happy. Grow your career. The Role The IT Project Manager I is required to lead multiple projects through all lifecycle phases in support of IT. They are responsible to deliver projects on time and within budget and scope. Nordic, repeat Best in KLAS IT Services Firm and solely serving the healthcare industry, strives to empower healthcare providers to leverage technology and to realize digital transformation. All Nordic staff embrace Nordic’s maxims and mission to serve our customers who care so well for us. Key Responsibilities Manage and deliver projects on schedule and on budget utilizing waterfall methodology Proactively manage project finances and forecasting. Document project objective, scope, and deliverables; define project tasks and resource requirements. Schedule and attend cross functional project meetings, prepare agendas, take notes, send out relevant updates, etc. Deliver basic project plans, status updates and reports in conjunction with the technical project leaders. Lead geographically dispersed teams remotely. Required Skills and Experience Associate’s degree, minimum 2-5 years experience in Project Coordination/Project Management. Recent project management experience, with majority of projects delivered in Waterfall methodology At least 1 year experience in managing project budgets Strong interpersonal skills and influencing abilities. Ability to communicate effectively through verbal, written, and formal presentation communications. Nice to Have Certified Associate in Project Management (CAPM) or Project Management Professional (PMP) MS Project experience Experience delivering projects related to infrastructure or healthcare 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. 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 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.

The Pharmacy Application Coordinator will work closely with various healthcare professionals to configure software and manage change within the organization. They will also participate in the development and design of applications, ensuring optimal end-user experience and system performance. | Candidates should have a Bachelor’s degree with 12 years of related experience or a Master’s degree with 8 years of experience. They must possess strong technical knowledge, communication skills, and the ability to lead teams effectively. | Make a difference. Be happy. Grow your career. The Pharmacy Application Coordinator will work side by side with physicians, nurses, therapists, billing office staff, and more to configure our software, help people lead and manage change, and ultimately transform the way we provide healthcare across the organization. The Pharmacy Application Coordinator participates in the development and design of the application(s) for which the incumbent is responsible and is required to gain an in-depth knowledge of the application(s). The Pharmacy Application Coordinator will apply creativity and problem-solving skills to discover and design solutions for a broad array of issues, from configurations improving efficiency and patient safety to optimizations and software upgrades Essential Job Functions Recent/relevant technical experience in medication management integrated with EHR Substantially understands functionality, maintenance, and support of EPIC Applications, especially applicable application Expertise with workflow analysis and design. Is able to analyze workflow and offer suggestions or solutions in any department or market. Understands integration with other applications and is able to offer feedback to areas outside their application team. Assess and collaborate on system workflows in order to maintain optimal end-user experience. Support of informatics and market-led workgroups to identify, recommend, and own EMR scope of work. Maintenance in technical environments, production, and non-production, adherence to team standards for quality. Regularly monitors team incidents and requests and seeks opportunities to assist ACs with solutions Assistance in the delivery of training and education to various audiences, including coordination with the training team and end-user sponsors for the relevant content and delivery mechanism Expert with best practice workflows. Identifies when there is no standard and works to unify users or departments to agree on best practices. Proactive in identifying strategies to improve team performance and end-user satisfaction. Continuously looks for ways to improve the system. Facilitates discussion with enterprise E.H.R. and Epic team members to prioritize enhancements and develop timelines for implementation. Quickly and accurately assesses the root issue behind a problem and prepares a concise leadership summary describing the issue and potential solutions along with a recommended path to proceed. Able to independently lead a small team of individuals to address a problem area including establishment of timelines, end-user communication, leadership communication, and management of other teams. Able to own highly integrated issues and to pull people together as necessary to address them. Licensure/Certification Preferred Epic Willow/Beacon, Licensed as a Registered Pharmacist Education and Minimum Years of Experience Required Bachelor’s degree and 12 years of related experience or Master’s degree and 8 years. Other Knowledge, Skills, and Abilities Required Ability to absorb complex technical concepts and communicate them to a non-technical audience. Coordinate day-to-day activities of team members. Ability to delegate effectively. Outstanding prioritization, follow-up, and communication skills are required. Ability to research, organize, analyze, and synthesize data to support effective decision-making. Effectively navigates shifting priorities, demands, and timelines in a fluid environment. Experience in managing projects and leading meetings. Excellent at providing and receiving feedback regarding job performance. Additional Information Long Distance or air travel as needed – not to exceed 10% travel. 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. 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 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.

The Senior Consultant provides consulting services on Epic-related projects, applying technical expertise to identify and resolve issues. They mentor client project teams and document workflows while working closely with project leadership and end users. | Candidates must have at least 3 years of Epic experience and hold at least 1 current Epic certification. Experience with Connect or optimization projects is a plus. | Make a difference. Be happy. Grow your career. A Nordic consultant is more than just an Epic expert. Our analysts take ownership for their work and the greater success of the organization. We’re also looking for someone who listens to the client and understands that each project and each organization is unique. You'll need to tackle tough projects to help those organizations succeed. Experience implementing Epic is required, and if you have experience on a Connect or optimization project, that’s a plus. Here are a couple things you’ll need: -At least 3 years of Epic experience -At least 1 current Epic certification (Security, Security Coordinator) Senior Consultant A Senior Consultant provides consulting services to clients on Epic-related projects in an analyst, project management, project leadership or training capacity. Key Responsibilities Perform Epic-related consulting and administrative computer services for Nordic clients Apply technical expertise to individual client system build in order to identify, troubleshoot, and resolve problems. Mentor client project teams as necessary in project and system build strategy. Track and document risks and issues. Analyze and document workflows. Work closely with project leadership, including documentation and facilitation. Work directly with Epic end users. Monitor workflows, provide documentation, and optimization suggestions. Lead meetings regarding project status and on-going work-product coordination. Additional specific duties related to the project as may be required and dictated by individual clients. These duties are documented on a per-contract basis in the client’s statement of work. May be invited to attend corporate functions as a representative of the company to meet prospective consultants, as well as solidify relationships with client and Nordic co-workers. #LI-AB1 EEO Language: Nordic is an equal opportunity employer dedicated to a policy of non-discrimination on any protected basis including race, creed, color, age, gender, religion, national origin, disability, marital or veteran status, sexual orientation, or any other legally protected status under applicable local, state or federal law. EEO/AA Employer: M/F/Disabled and Vet. 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. 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 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.

The Senior Consultant provides consulting services to clients on Epic-related projects, applying technical expertise to identify and resolve problems. They mentor client project teams and analyze workflows while tracking risks and issues. | Candidates must have at least 3 years of Epic experience and hold at least one current Epic ambulatory clinicals certification. Experience with Connect or optimization projects is a plus. | Make a difference. Be happy. Grow your career. A Nordic consultant is more than just an Epic expert. Our analysts take ownership for their work and the greater success of the organization. We’re also looking for someone who listens to the client and understands that each project and each organization is unique. You'll need to tackle tough projects to help those organizations succeed. Experience implementing Epic is required, and if you have experience on a Connect or optimization project, that’s a plus. Here are a couple things you’ll need: -At least 3 years of Epic experience -At least 1 current Epic ambulatory clinicals certification (EpicCare Ambulatory, Connect, Phoenix, Bones, Wisdom, Kaleidoscope) Senior Consultant A Senior Consultant provides consulting services to clients on Epic-related projects in an analyst, project management, project leadership or training capacity. Key Responsibilities Perform Epic-related consulting and administrative computer services for Nordic clients Apply technical expertise to individual client system build in order to identify, troubleshoot, and resolve problems. Mentor client project teams as necessary in project and system build strategy. Track and document risks and issues. Analyze and document workflows. Work closely with project leadership, including documentation and facilitation. Work directly with Epic end users. Monitor workflows, provide documentation, and optimization suggestions. Lead meetings regarding project status and on-going work-product coordination. Additional specific duties related to the project as may be required and dictated by individual clients. These duties are documented on a per-contract basis in the client’s statement of work. May be invited to attend corporate functions as a representative of the company to meet prospective consultants, as well as solidify relationships with client and Nordic co-workers. #LI-AB1 EEO Language: Nordic is an equal opportunity employer dedicated to a policy of non-discrimination on any protected basis including race, creed, color, age, gender, religion, national origin, disability, marital or veteran status, sexual orientation, or any other legally protected status under applicable local, state or federal law. EEO/AA Employer: M/F/Disabled and Vet. 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. 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 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.

The Senior Consultant will provide consulting services on Epic-related projects, applying technical expertise to client system builds and mentoring project teams. They will also analyze workflows, track risks, and lead meetings regarding project status. | Candidates must have at least 2 years of Epic experience and at least one current Epic certification. Strong communication skills and the ability to adapt to new environments are essential. | Make a difference. Be happy. Grow your career. A Nordic consultant is more than just an Epic expert. Our Inpatient analysts take ownership for their work and the greater success of the organization. We’re also looking for someone who listens to the client and understands that each project and each organization is unique. You'll need to tackle tough projects to help those organizations succeed. Experience implementing Epic is required, and if you have experience on a Connect or optimization project, that’s a plus. Here are a couple things you’ll need: -At least 2 years of Epic experience -At least 1 current Epic certification (EpicCare Inpatient, Clin Doc, Orders, ASAP, or other inpatient specialties) Senior Consultant A Senior Consultant provides consulting services to clients on Epic-related projects in an analyst, project management, project leadership or training capacity. Key Responsibilities Perform Epic-related consulting and administrative computer services for Nordic clients Apply technical expertise to individual client system build in order to identify, troubleshoot, and resolve problems. Mentor client project teams as necessary in project and system build strategy. Track and document risks and issues. Analyze and document workflows. Work closely with project leadership, including documentation and facilitation. Work directly with Epic end users. Monitor workflows, provide documentation, and optimization suggestions. Lead meetings regarding project status and on-going work-product coordination. Additional specific duties related to the project as may be required and dictated by individual clients. These duties are documented on a per-contract basis in the client’s statement of work. May be invited to attend corporate functions as a representative of the company to meet prospective consultants, as well as solidify relationships with client and Nordic co-workers. Skills and Experience All consultants must possess at least one Epic certification. Multiple certifications preferred. Some project management experience is preferred. Training roles may not always require Epic certification. For project management/leadership roles, PMP strongly preferred. Minimum two years’ Epic work experience after certification. Strong communication skills, written and verbal. Highly organized, able to multi-task as well as maintain intense focus on individual tasks. Self-starter with ability to maintain schedule, meet deadlines, and monitor one’s own work product. Highly adaptable; able to acclimate quickly to new project assignments; to include, but not limited to: Adapt quickly to new work environments. Work successfully with different teams and co-workers. Client workplace rules and regulations. Varying travel and living arrangements due to project location changes. Aptitude for mentoring and guiding others. Possess a strong work ethic who treats others with respect, keeps commitments, inspires the trust of others, works ethically and with integrity, and upholds organizational values. Very high degree of professionalism #LI-JG1 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. 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 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.

The Senior Consultant provides consulting services to clients on Epic-related projects, focusing on system build, troubleshooting, and mentoring client project teams. They are responsible for tracking risks, analyzing workflows, and leading project meetings. | Candidates must have at least 2 years of Epic experience and hold at least one current Epic certification. Strong communication skills and the ability to adapt to new environments are essential. | Make a difference. Be happy. Grow your career. A Nordic consultant is more than just an Epic expert. Our analysts take ownership for their work and the greater success of the organization. We’re also looking for someone who listens to the client and understands that each project and each organization is unique. You'll need to tackle tough projects to help those organizations succeed. Experience implementing Epic is required, and if you have experience on a Connect or optimization project, that’s a plus. Here are a couple things you’ll need: -At least 2 years of Epic experience -At least 1 current Epic certification (Radiant, Cupid) Senior Consultant A Senior Consultant provides consulting services to clients on Epic-related projects in an analyst, project management, project leadership or training capacity. Key Responsibilities Perform Epic-related consulting and administrative computer services for Nordic clients Apply technical expertise to individual client system build in order to identify, troubleshoot, and resolve problems. Mentor client project teams as necessary in project and system build strategy. Track and document risks and issues. Analyze and document workflows. Work closely with project leadership, including documentation and facilitation. Work directly with Epic end users. Monitor workflows, provide documentation, and optimization suggestions. Lead meetings regarding project status and on-going work-product coordination. Additional specific duties related to the project as may be required and dictated by individual clients. These duties are documented on a per-contract basis in the client’s statement of work. May be invited to attend corporate functions as a representative of the company to meet prospective consultants, as well as solidify relationships with client and Nordic co-workers. Skills and Experience All consultants must possess at least one Epic certification. Multiple certifications preferred. Some project management experience is preferred. Training roles may not always require Epic certification. For project management/leadership roles, PMP strongly preferred. Minimum two years’ Epic work experience after certification. Strong communication skills, written and verbal. Highly organized, able to multi-task as well as maintain intense focus on individual tasks. Self-starter with ability to maintain schedule, meet deadlines, and monitor one’s own work product. Highly adaptable; able to acclimate quickly to new project assignments; to include, but not limited to: Adapt quickly to new work evironments. Work successfully with different teams and co-workers. Client workplace rules and regulations. Varying travel and living arrangements due to project location changes. Aptitude for mentoring and guiding others. Possess a strong work ethic who treats others with respect, keeps commitments, inspires the trust of others, works ethically and with integrity, and upholds organizational values. Very high degree of professionalism #LI-JG1 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. 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 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.