This position is REMOTE. Candidate must be able to work eastern standard time hours. Salary Range: $125-140K (DOE) This role is the connective tissue between clinical and business operations and the systems that run them - translating how practices actually work into system configuration, integration, and support, and making sure PRISM gets the full value of its EMR investments rather than just keeping the lights on. As PRISM works through FY27 priorities - platform stability across Athena, SIS, and Nextech and a growing pipeline of AI-enabled clinical workflows - this role will be one of the primary hands executing that work and one of the primary voices shaping what comes next. **What You'll Do** **Be the Operational Partner** - Serve as the primary technology partner to clinical and business operations leaders on all things EMR - understanding how practices work and translating that into system requirements, configuration, and workflow design. - Build trusted, ongoing relationships with practice administrators, clinical leadership, and end users so that EMR decisions are grounded in how care gets delivered, not just how the system is built. **Own the Vendor Relationship** - Act as the primary point of accountability for assigned EMR vendor relationship(s) - managing escalations, tracking issue resolution, and holding vendors to committed timelines and SLAs. - Stay current on vendor roadmaps and releases and represent PRISM's needs and priorities directly with the vendor, including advocating for fixes and enhancements that matter to PRISM's practices. **Drive Value Proactively** - Look beyond ticket queues to actively find opportunities to get more value from the EMR - underused features, workflow redesign, or new modules that reduce manual work or improve the patient/provider experience. - Bring ideas forward rather than waiting to be asked; treat the EMR as a platform to be optimized, not just a system to be maintained. - Participate proactively in testing new EMR releases, patches, and updates before they go live - partnering with the vendor and internal teams to catch issues before they reach end users. - Pull reports and extract data from the EMR to support billing, clinical decision-making, and other operational reporting needs as they come up. **Solve for the Gaps** - When the EMR doesn't have an out-of-the-box answer, find one - through configuration, integration, workaround, or partnering with engineering and business systems analyst resources to build a custom solution. - Balance creativity with discipline: solutions need to be supportable long-term, not just clever in the moment. **Understand the Whole System** - Map and document upstream and downstream impacts before changes go live - across practice management, billing, scheduling, communicator/AI scribe tools, data & analytics, and other integrated systems. - Partner with Clinical Informatics, Compliance, Site Reliability, and the broader Applications team on go-lives, upgrades, de novo site openings, and M&A technology integrations. **Own the Day-to-Day** - Provide hands-on day-to-day EMR support - triaging and resolving tickets, troubleshooting production issues, and escalating appropriately when a fix requires vendor or engineering involvement. - Maintain data integrity, security, and HIPAA compliance within the EMR - including reviewing user access appropriately, safeguarding PHI, and escalating any potential security or privacy concerns in line with PRISM policy and regulatory requirements. - Maintain clear, current documentation: configuration records, SOPs, and training materials that keep support sustainable as the team and practice footprint grow. - Participate in on-call or after-hours escalation coverage as needed for critical EMR issues affecting patient care. **What You'll Bring** **Required** - Proven, hands-on experience supporting a complex, specialty-specific or enterprise EMR - for example NextGen, Epic, Oracle/Cerner, or a comparable specialty platform - in a healthcare or ambulatory care setting. - A demonstrated ability to translate clinical and business operations needs into system requirements, configuration, and workflow design. - Experience owning a vendor relationship - comfortable managing escalations and holding vendors accountable for outcomes, not just logging tickets. - Working knowledge of HIPAA and healthcare data security/privacy requirements, and experience applying them to day-to-day EMR administration and support. - An analytical, systems-level mindset: able to map dependencies and anticipate the downstream effects of a change before it happens. - Strong communication skills and the judgment to work directly and credibly with clinical and operational leaders. - Bachelor's degree or equivalent practical experience. **Preferred** - Direct experience with Athena, Nextech, or SIS (Surgical Information Systems). - Experience in ophthalmology, retina, ASC, or another specialty ambulatory care environment. - Experience supporting technology onboarding for practice affiliations, de novo openings, or M&A integrations. - Familiarity with integration and interoperability tools (HL7, APIs) and basic reporting/BI concepts. **What Success Looks Like** In the first year, success in this role looks like: EMR platforms running with proactively monitored, predictable uptime; the Athena/SIS scheduled-surgery integration and Zocdoc/Athena connectivity delivered on schedule; vendor escalations closed on committed timelines rather than lingering; and at least one or two workflow or configuration improvements delivered that operations leadership can point to as a clear, measurable win - not just fewer open tickets, but a demonstrably better system than the one PRISM started with.