The Opportunity - This is a critical role as RI Primary Care Medical Group continues to grow through acquisition.
- Each newly acquired practice comes with its own workflows, staff habits, and legacy system experience. As we expand across multiple locations, clinical staff need a consistent, reliable training and support experience. This role would own the development and maintenance of training materials, ensure consistency across sites, and serve as an accessible frontline resource for staff.
- This specialist would also support the integration and adoption of additional tools as we continue to expand our technology footprint.
A visible, dedicated training and support presence signals to newly acquired staff that we take their experience seriously - directly supporting engagement and retention during periods of significant change.
What you'll do - Healthcare Workflow Integration & Change Management
- Assess current-state workflows with stakeholders and staff to identify gaps and improvement opportunities
- Design and implement updated workflows that integrate across departments, systems, and third-party partners with minimal disruption
- Develop workflow documentation, process maps, and transition guides
- Facilitate communication across practices, internal departments, and external partners to ensure alignment
- Monitor post-implementation adoption and surface feedback to management
EHR & Technology Training
- Deliver on-site and virtual training for physicians, nurses, and support staff across a wide range of clinical and administrative systems
- Develop training programs that connect system use to broader operational and clinical context
- Provide at-the-elbow (ATE) support during go-lives, upgrades, and workflow transitions
- Assess end-user proficiency and provide follow-up training as needed
- Create and maintain training materials, quick reference guides, tip sheets, and SOPs
- Support adoption of emerging tools, including AI-assisted applications
- Stay current on system updates and evolving best practices
Clinical Systems Optimization
- Support EHR and clinical system optimization to meet the needs of member practices
- Assist with identifying and implementing new technology aligned with real-world workflows
- Partner with the EHR Optimization Manager and cross-functional teams to drive continuous improvement
End-User Support & Triage
- Serve as a first-line resource for EHR and application issues via phone, remote desktop, and on-site assistance
- Triage, document, and escalate issues to IT, help desk, or vendor teams as appropriate
- Log and track support interactions in the ticketing system to support trend identification
Collaboration & Cross-Functional Engagement
- Act as a liaison between practices and internal/external departments during transitions
- Participate in relevant committees, workgroups, and project teams
- Collaborate with the Lead Desktop Support Technician on hardware/software troubleshooting and new user onboarding
Who you are - Required
- 2+ years in healthcare IT, EHR support, clinical training, or workflow optimization
- Experience assessing and redesigning clinical or administrative workflows
- Proven ability to deliver training across multiple systems in a healthcare setting
- Strong communication, interpersonal, and problem-solving skills
- Experience developing end-user documentation, workflow maps, and training materials
- Ability to learn and train on new systems quickly
- Comfortable supporting staff and leadership through operational transitions
- Ability to manage competing priorities and travel to practice sites across Rhode Island
Preferred
- Associate's or Bachelor's degree in Healthcare, Health IT, Health Administration, or related field
- Clinical background (MA, LPN, RN, or similar) strongly preferred
- Experience with a major EHR platform (Epic, Cerner, athenahealth, eClinicalWorks, or similar)
- Familiarity with primary care operations and multi-site environments
- Knowledge of HIPAA and healthcare data privacy standards
- Experience in a physician group or healthcare management company
Physical Demands: Regular travel to practice sites across Rhode Island is required. A combination of remote, on-site, and office-based work applies depending on project needs.
Salary range
$80,000-$90,000 USD
