EMR Training Specialist
Silversmith Capital Partners
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Benefits offered by this job
Job summary
Upperline Health seeks an EMR Training Specialist to join our growing EMR Technology team. You will support the Athena EMR system across go-live activations, training staff, and ongoing maintenance to keep clinics running smoothly day to day.
In this field-facing role with heavy travel (80-100%), you will configure Athena for new providers, respond to support tickets, and help optimize workflows for efficient patient care. A healthcare IT background is preferred.
Qualifications
- Bachelor's degree in healthcare administration, IT, or a related field; or equivalent experience.
- Minimum 1 year in healthcare IT, clinical training, or EMR support.
- Familiarity with Athena EMR systems preferred; willingness to learn.
- Strong interpersonal and communication skills.
- Excellent organizational skills; manage multiple site schedules and tickets.
Responsibilities
- Deliver hands-on Athena EMR training sessions for staff.
- Provide on-site go-live support and troubleshoot real-time workflow questions.
- Configure Athena during provider additions and new site openings.
- Triage and resolve EMR support tickets; escalate complex issues as needed.
- Track ticket status and communicate resolutions to end users.
- Support process improvements to workflows and staff adoption.
- Maintain accurate records of training and readiness across clinics.
Skills
Education
Tools
Job description
Upperline Health is the nation's largest provider group dedicated to lower extremity, wound and vascular care. Founded in 2017 with the ambitious goal of transforming specialty care, Upperline Health is a pioneer in bringing value-based care models into specialty care. Upperline delivers a more efficient path for patients to receive consistent and effective treatment for chronic illnesses.
Upperline Health providers coordinate patients' care among a team of specialists -- physicians, advanced practice providers, care navigators, pharmacists, dieticians, and social workers for integrated treatment that addresses patients' immediate and long-term health needs.
Upperline Health is seeking a motivated and detail-oriented EMR Training Specialist to join our growing EMR Technology team. This role supports the full lifecycle of the Athena EMR system — from training and go-live support for new practices joining Upperline Health, to ongoing maintenance, support ticket resolution, and process improvement projects for our existing practices. The EMR Training Specialist works closely with the broader EMR team to keep clinics running smoothly day to day.
Typical work includes activities such as training staff and supporting go-live at a newly onboarded practice; configuring Athena when a new provider joins an existing practice or a new clinic location opens; responding to and resolving support tickets submitted by clinic staff; and contributing to projects aimed at making existing workflows more efficient.
This is a field-facing, travel-intensive role requiring approximately 80-100% travel to support active EMR transitions, new site implementations, go-live activations, and on-site troubleshooting. The EMR Training Specialist will be on-site at clinics during critical go-live, training, and support windows, serving as the frontline point of contact for end users.
- Deliver hands-on Athena EMR training sessions for clinical and administrative staff, following training programs and materials developed by the EMR leadership team
- Provide on-site support to end users during go-live activations, troubleshooting real-time workflow and system questions
- Support the EMR team in executing project plans for EMR transitions and new site implementations, including scheduling, logistics, and readiness checklists
- Assist with configuration support and data migration tasks, helping validate accuracy before and after go-live
- Document site-specific workflows, training feedback, and recurring end-user questions, and relay findings to the EMR team to inform ongoing optimization efforts
- Process routine Athena configuration changes for practices, such as adding new providers, updating provider records, and setting up newly opened clinic locations within the system
- Serve as a front-line responder for EMR support tickets submitted by clinical and administrative staff, triaging and resolving routine issues and escalating more complex issues to the appropriate EMR team member
- Track support ticket status and follow up with end users to confirm resolution, helping maintain response-time and satisfaction standards for the EMR team
- Support process improvement projects for existing workflows (for example, optimizing patient check-in) by testing configuration changes, gathering end-user feedback, and helping document the updated workflow
- Help monitor EMR system performance across clinics and escalating recurring issues or patterns to the appropriate team member for resolution
- Build strong working relationships with clinic staff, providers, and site leadership to support day-to-day adoption, troubleshooting, and a positive user experience
- Maintain accurate records of training completion, site readiness status, ticket resolution, and project support activities for reporting to EMR leadership
- Contribute observations from the field to help identify opportunities for improving training materials, workflows, and the overall Athena user experience
- Bachelor's degree in healthcare administration, information technology, or a related field preferred; equivalent combination of education and experience considered
- Minimum of one (1) year of experience in healthcare IT, clinical training, or EMR support; experience with EMR implementations a plus
- Familiarity with Athena EMR systems is strongly preferred; willingness and aptitude to develop deep working knowledge of the platform is required
- Strong interpersonal and communication skills, with the ability to train and support a diverse range of clinical and administrative staff
- Solid organizational skills and attention to detail, with the ability to manage multiple site schedules, open support tickets, and priorities simultaneously
- Comfortable troubleshooting day-to-day system issues and following through on support tickets from intake to resolution
- Comfortable working independently in a fast-paced, field-facing role with dynamic and extensive travel demands
- Ability to travel 80-100% in support of EMR transitions, implementations, and go-live activations
- Basic working knowledge of healthcare industry regulations and standards related to EMR systems is a plus
- Passion for improving patient care through the use of technology
- Ability to adapt quickly to a rapidly changing healthcare environment and shifting site priorities
- Strong commitment to quality, follow-through, and continuous improvement
- A supportive, team-oriented mindset — eager to learn from and assist senior EMR team members while building toward greater ownership over time
- Comfortable being the face of the EMR team on-site, representing the organization professionally with clinic staff and providers
Comprehensive benefit options include medical, dental and vision, 401K and PTO.
Compensation is commensurate to compensation for similar positions in the region and based on prior training and experience
Job Type: Full-time
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