Senior IT Systems Engineer- EHR (eClinicalWorks)
Fort Lauderdale, FL Full-time
Hybrid
About the Role
The EHR Applications Lead is the primary platform owner for eClinicalWorks at ICBD, accountable for the configuration, workflow design, integration health, and clinical documentation tools that support Marquis MD's multi-site concierge medicine practice, with scope expected to expand to additional ICBD operating companies and lines of business over time. This is a senior individual contributor role requiring end-to-end ownership of eCW configuration and clinical and operational workflow support across the providers, clinical staff, and administrators who depend on the system daily.
The role bridges clinical operations, information technology, and healthcare administration. The successful candidate engages credibly with physicians and CMO-level leadership, translates operational requirements into eCW configurations, and manages complex system and integration issues with a high degree of independence. The dotted-line reporting to the COO and CMO of Marquis MD reflects the clinical and operational significance of the platform, as configuration decisions in eCW affect patient care, provider workflow, revenue cycle, and regulatory compliance.
As ICBD's Business Applications team expands EHR platform support to additional operating companies, this role is expected to grow in scope, serving as both a subject matter resource and a configuration and governance standard-setter across the portfolio. Strong candidates bring deep eCW expertise, fluency in ambulatory clinical workflows, a disciplined approach to configuration management, and the ability to collaborate effectively across clinical, operational, and technical teams.
Key Responsibilities
The following are duties and responsibilities of the EHR Applications Lead:
Platform Configuration & Build Ownership
• eCW System Configuration Ownership: Manage all eClinicalWorks configuration across Marquis MD practice sites, including user accounts and security roles, provider templates, appointment scheduling rules, order sets, structured note templates, registries, and clinical decision support tools. Maintain a documented, auditable change log for all configuration changes.
• Dot Phrases & Clinical Documentation Tools: Partner with providers and clinical leadership to design, build, and maintain dot phrases, structured templates, smart forms, and auto-text libraries. Ensure documentation tools support clinical quality, accurate coding, and provider efficiency, and update them as workflows evolve.
• Ambient Documentation & AI Scribe Integration: Support the configuration, deployment, and ongoing optimization of ambient notetaking and AI scribe tools integrated with eCW, including eCW's native AI Scribe and compatible third-party solutions. Work with providers and clinical leadership to refine output templates, review documentation accuracy, and ensure ambient-generated notes meet the practice's clinical and coding standards.
• Workflow Design & Template Build: Lead discovery and design sessions with clinical and operational stakeholders to translate workflow requirements into eCW configuration. Apply clinical workflow knowledge and platform expertise to recommend the most effective approach for each use case.
• Build Quality & Change Management: Ensure all configuration changes follow a documented change management process with appropriate review and approval prior to promotion to production. Maintain build documentation and configuration standards that support ongoing platform maintainability.
• Multi-Device & Mobile Workflow Configuration: Configure and support eCW across all deployment form factors used by Marquis MD, including desktop, tablet, and mobile (eCW Mobile, provider-facing apps). Ensure workflows are optimized for each device context and that device-specific configuration is documented and consistently maintained across practice sites.
Integration Management & Monitoring
• Integration Ownership: Configure and monitor eCW integrations with labs (Quest, LabCorp), radiology, e-prescribing (Surescripts), patient engagement and payments (Healow, Healow Pay), telehealth, billing clearinghouses, and third-party clinical and administrative tools. Maintain ongoing oversight of integration health and performance across all connected systems.
• HL7 & Interface Troubleshooting: Diagnose and resolve HL7 interface failures in coordination with vendors, eCW support, and internal IT. Document interface architecture, known failure patterns, and resolution procedures to support faster resolution on recurrence.
• New Integration Evaluation & Onboarding: Lead the technical evaluation and onboarding of new third-party integrations as Marquis MD and additional business units expand their technology ecosystems. Evaluate integration options with attention to long-term stability, supportability, and alignment with eCW's integration architecture.
• Interoperability Standards: Maintain working knowledge of HL7 v2, FHIR, and relevant interoperability frameworks, and apply that knowledge to integration design decisions and vendor connectivity evaluations.
Requirements Gathering & Clinical Workflow Partnership
• Clinical & Operational Discovery: Serve as the primary liaison between the eCW platform and the clinical and operational teams at Marquis MD. Conduct discovery sessions with providers, clinical staff, front desk, and billing teams to gather workflow requirements and improvement opportunities, and convert them into well-specified configuration requirements.
• Workflow Analysis & Optimization: Analyze existing eCW workflows to identify efficiency gaps, documentation quality issues, and configuration debt. Present prioritized improvement recommendations to the VP, Business Applications and Marquis MD leadership with supporting rationale, expected outcomes, and effort estimates.
• Stakeholder & Backlog Management: Maintain a backlog of enhancement requests and configuration changes from clinical and operational stakeholders. Communicate prioritization decisions and delivery timelines clearly, and translate technical tradeoffs into plain language for clinical and executive audiences.
• Cross-Business Unit Expansion: As ICBD extends eCW or other EHR platform support to additional operating companies, lead requirements gathering and platform onboarding for those entities, applying configuration standards and lessons from Marquis MD to support efficient onboarding.
Troubleshooting, Issue Resolution & Vendor Management
• Senior Escalation & Resolution: Serve as the senior escalation point for eCW issues from L1/L2 support. Investigate and resolve complex system, workflow, and integration issues; document findings and resolution steps for each closed case.
• eCW Vendor Case Management: Manage the relationship with eCW support, including case submission, priority escalation, and follow-through to verified resolution. Maintain a log of open vendor cases with current status and expected closure timelines.
• Root Cause Accountability: Ensure significant incidents are followed by a documented root cause assessment and a corrective action to prevent recurrence, whether through configuration correction, training, integration redesign, or vendor escalation.
• Proactive Monitoring: Establish and maintain monitoring practices that identify interface failures, system performance issues, and configuration drift before they affect clinical operations or patient care.
Training, Enablement & L1/L2 Advisory
• Role-Based Training: Develop and deliver role-based eCW training for new hires and existing staff across Marquis MD practice sites, tailored to the workflows and configuration specific to the practice. Include device-specific guidance for staff using desktop, tablet, and mobile form factors, and training on Healow Pay and patient-facing tools as applicable by role.
• Knowledge Base Ownership: Build and maintain a library of training materials, tip sheets, workflow guides, and troubleshooting runbooks that support L1/L2 analysts in resolving common issues independently. Keep documentation current as the platform and workflows evolve.
• L1/L2 Mentorship & Capability Development: Develop the eCW platform knowledge and troubleshooting capability of L1/L2 support staff through mentorship, coaching, and knowledge transfer. Define clear escalation criteria that enable support staff to handle issues within their scope effectively.
• Adoption Monitoring & Intervention: Track eCW workflow adoption across practice sites and differentiate between training gaps, configuration gaps, and workflow resistance in order to identify and apply the appropriate corrective action.
Vendor Relationship, Licensing & Business Continuity
• eCW Vendor Relationship Management: Serve as ICBD's primary point of contact with eClinicalWorks across all relationship dimensions, including support, account management, product roadmap discussions, and executive escalations. Participate in regular business reviews with eCW account management and maintain an informed view of the vendor's product direction and its implications for Marquis MD and the broader ICBD portfolio.
• License & Procurement Management: Own eCW license inventory across all Marquis MD practice sites, including provider, staff, and module-level licensing. Track seat utilization, identify optimization opportunities, manage renewals, and coordinate with the VP, Business Applications on procurement decisions. Maintain accurate records of contracted entitlements and ensure the organization is appropriately licensed as the practice grows or contracts.
• Contract Renewals & Cost Management: Lead the eCW contract renewal process in partnership with the VP, Business Applications and legal or procurement stakeholders. Evaluate renewal terms, identify cost reduction opportunities, and ensure renewal timelines are managed proactively with sufficient lead time for negotiation.
• Archiving & Records Management: Manage eCW data archiving in accordance with applicable regulatory requirements and ICBD records retention policies. Ensure archived clinical and administrative data is accessible, complete, and stored in compliance with HIPAA and applicable state requirements.
• Backup, Disaster Recovery & Business Continuity: Own the eCW-specific components of ICBD's backup, disaster recovery, and business continuity planning. Verify that backup processes are functioning and tested on a defined schedule, maintain documented recovery procedures for eCW, and ensure the practice has a tested, current downtime protocol that clinical and administrative staff can execute without system access.
Governance, Upgrades & Platform Continuous Improvement
• Upgrade & Patch Management: Lead planning, regression testing, and deployment of eCW version upgrades and patches. Assess impact to existing configuration, templates, and integrations prior to each upgrade, and communicate relevant changes to clinical and operational stakeholders in advance.
• Configuration Governance: Establish and maintain governance standards for eCW configuration changes, including request,
