Associate, EMR Technology and Integrations

ABOUT THE ROLE 

The Associate, EMR Technology and Integrations will provide frontline support for our electronic medical record (EMR) system and related integrations. This role requires technical fluency, problem-solving skills, and strong communication abilities to effectively manage support requests, troubleshoot technical issues, and improve workflow optimization of the EMR platform. Ensuring smooth transitions for end-users adapting to EMR updates and enhancements. 

This is an exciting opportunity to join a skilled, passionate, and collaborative team dedicated to improving healthcare technology solutions. If you thrive in a dynamic environment and are eager to support clinic staff in optimizing their use of technology, we’d love to meet you. 

 
WHAT YOU’LL DO 

Help Desk Support & Incident Management 

• Act as the frontline point of contact for EMR-related technical issues and questions. 
• Respond to, triage, and resolve help desk tickets related to the EMR system and associated integrations. 
• Own escalation of complex technical issues to the appropriate internal teams or vendors while ensuring timely follow-ups. 
• Monitor and track recurring system issues, collaborating with the technology team to develop long-term solutions. 

EMR Troubleshooting & User Assistance 

• Provide real-time, hands-on troubleshooting for EMR-related issues, with a focus on minimizing workflow disruption and downtime. 
• Assist with EMR access issues, user account setup, permission management, and role configurations to ensure secure and appropriate system access. 
• Partner closely with care teams to understand their clinical workflows and ensure EMR functionality aligns with day-to-day patient care delivery. 
• Document patterns in recurring issues and collaborate with the EMR team to identify root causes and recommend system or process improvements. 
• Translate end-user challenges into clear feedback that can inform system enhancements, training needs, or workflow updates. 

Training & Knowledge Management 

• Train new hires on the usage, navigation, and common practices of the Athena EMR platform. 
• Develop and maintain ongoing communications, knowledge base articles, FAQs, and troubleshooting guides to assist clinic staff in resolving common EMR-related issues independently. 
• Conduct periodic refresh/training sessions to improve system adoption and proficiency among users. 

System Monitoring & QA Process Improvement 

• Act as a hands-on system power user — proactively monitors EMR performance, user behavior, and operational friction points across clinics. 
• Identify and document recurring issues, inefficiencies, or usability gaps by shadowing workflows, reviewing data trends, and translating end-user feedback. 
• Collaborate with care teams, clinic leads, and operational stakeholders to understand real-world workflows and recommend targeted system improvements. 
• Drive EMR enhancements from ideas to execution — gathering requirements, testing solutions, and tracking impact. 
• Quality Assurance (QA) testing for EMR platform updates, integrations, and new feature rollouts to ensure functionality, accuracy, and workflow compatibility. 
• Partner with peer teams to validate fixes, identify potential risks before deployment, and provide operational context to technical changes. 
• Develop and execute on structured feedback loops post-deployment to assess adoption, identify pain points, and inform future iterations. 

ABOUT YOU 

• Prior EMR experience required, with a strong preference for Athena EMR. 
• Degree in healthcare informatics, information systems, or a related field preferred, but not required. (or equivalent experience). 
• 1-3 years of experience in a product implementation role, technical support or help desk role, preferably within a healthcare setting. 
• Strong troubleshooting skills and ability to diagnose issues quickly. 
• Excellent verbal and written communication skills, with the ability to translate technical concepts for non-technical users. 
• Experience with ticketing systems and help desk software (e.g., Jira, Freshworks, Zendesk). 
• Ability to multitask in a fast-paced environment while maintaining attention to detail. 
• Experience in a healthcare or clinical support environment, preferred. 
• Knowledge of HIPAA compliance and data security best practices. 
• Prior experience with integrated healthcare technologies such as care management or population health software, preferred. 
• Ability to travel up to 25%, primarily in Western North Carolina, Chicago, and other regions as our footprint expands. 
• This is a remote position, with a strong preference for candidates located in the Eastern or Central time zones to align with operational needs.