Senior Field Support & Readiness Coach

Edera L3C

United States

Remote

USD 50,000 - 59,000

Full time

3 days ago

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Job summary

Edera L3C is a healthcare consultancy seeking a Super‑User / Field Support Services role to support client delivery through advanced troubleshooting, end‑user coaching, and readiness monitoring. The position emphasizes structured coaching, documentation, and escalation workflows within healthcare/go‑live contexts.

Applicants must be US citizens able to obtain Public Trust clearance; Edera participates in E-Verify and is drug-free.

Qualifications

Bachelor’s degree in healthcare, IT, education, or related discipline required; 10+ years may substitute.
5+ years as a system super‑user, workflow lead, or trainer.
Experience supporting go‑live and deployment readiness.
Experience documenting escalations and coaching interactions with precision.
Proficiency with Microsoft Office 365 (Teams, Excel, Word, SharePoint).

Responsibilities

Maintains the Super‑User Roster and Readiness Checklist.
Documents coaching interactions and readiness activities.
Executes and maintains the Tier 3 escalation workflow.
Supports onboarding for replacement personnel and continuity of knowledge transfer.
Acts as escalation point for complex end‑user issues unresolved at Tier 1/2.
Collaborates with instructional designers and deployment teams to address gaps.
Provides real‑time coaching during simulations, mock sessions, and live readiness activities.
Ensures documentation is complete and compliant with program expectations.
Identifies issue trends and contributes to process improvements.