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EHR Trainer & Support Lead

Full Time

Columbus, Ohio

AndHealth is on a mission to radically improve access and outcomes for the most challenging chronic health conditions, with the goal of making world-class specialty care accessible and affordable to all. We partner with health systems, community health centers and independent specialists to remove barriers to care to ensure all people have access to the care they deserve.

We are looking for an EHR Trainer & Support Lead that will focus on the training of our clinical staff on electronic health record ("EHR") usage, provide "at-the-elbow" support when needed, and work with our operations, IT, and pharmacy teams to proactively problem solve issues before they arise.

What you'll do in the role:

Access Management

• Manage EHR access requests with partner organizations.

• Coordinate with partner's to provision user accounts:

• Providers: Build profiles, enable e-prescribing, assign schedules, and set up credentials.

• Non-Providers: Build user profiles and assign login credentials.

• Schedule and conduct "access huddles" with newly credentialed staff at each partner to confirm they can log in and have the required EHR functionality.

• Maintain and update a partner matrix documenting contacts, EHR types, access procedures, training requirements, and ownership.

Troubleshooting & Support

• Monitor the partner EHR support Slack channel and triage issues in real-time.

• Prioritize real-time support for active patient encounters or urgent system access issues.

• Serve as first-line support for partner EHR-related issues and perform basic troubleshooting before escalating to IT or partner support:

• Access lockouts (e.g. password resets)

• VPN connectivity or log-in issues

• EHR navigation or functionality problems

• Coordinate with partner to assist in provider note template updates, schedule updates, medications + lab order sets + imaging order management

• Identify recurring issues or partner-specific blockers and surface them to leadership for process improvements.

• Collaborate with EHR team members to ensure coverage across all partner EHRs.

Training & Documentation Support

• Coordinate live training with partners, including initial and refresher sessions.
• Support partner-led training sessions by ensuring staff have access to resources and workflows.
• Assign, collect, and send training completion proofs to partners.
• Work with partners to maintain accurate and updated training materials and workflows.
• Identify gaps in existing partner training content and schedule/record additional training.
• Document common issues and create simple checklists or scripts for basic self-troubleshooting by users.

Education & Licensure Requirements:

• Preferred degree in computer science, health information systems, information technology, or a related field.

Other Skills or Qualifications:

• Minimum of 5 years' experience working with EHR systems (Elation, Epic, or eClinicalWorks preferred)
• Proven experience in training delivery, user support, and workflow analysis
• Strong project management skills, including cross-functional coordination
• Knowledge of clinical operations, medical terminology, billing, and coding preferred
• Must have excellent multi-tasking, problem solving, and decision making skills
• High attention to detail and the ability to follow through on complex tasks
• Strong interpersonal and communication skills with a professional demeanor
• Well-developed organizational abilities and a demonstrated capacity to work independently with minimal direction

Here's what we'd like to offer you:

• Equal investment and support for our people and patients.
• A fun and ambitious growing environment with a culture that takes on important things, takes risks, and learns quickly.
• The ability to demonstrate creativity, innovation, and conscientiousness, and find joy in working together.
• A team of highly skilled, incredibly kind, and welcoming employees, every one of whom has something unique to offer.
• We know that the overall success of our business is a collaborative effort, and we strive to provide ongoing opportunities for our employees to learn and grow, both personally and professionally.
• Full-time employees are eligible to participate in our benefits package which includes Medical, Dental, Vision Insurance, 401k match, Paid time off, Short- and Long-Term Disability, 401k match and more.

We are an equal opportunity and affirmative action employer. We embrace diversity and are committed to creating an inclusive environment for all employees. Applicants will be considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, disability, or veteran status.