Clinical Operations Specialist

About the role

Unified is a nationwide community of providers, operations specialists and thought leaders who look for the greatest opportunities to impact every woman’s health, at every stage of their journeys. We are unparalleled in our scale and ability to adapt to address unmet and underserved needs. Through 815+ clinics, 23 IVF labs, nationwide telehealth capabilities and targeted case management, our 2,700+ independent, affiliated providers deliver comprehensive women’s health services and continuously work to implement methods and develop techniques or platforms that improve the healthcare experience.

The primary responsibility of the Clinical Operations Specialist is to act as a Practice Management (PMIS) and Electronic Health Record (EHR) analyst and best practice consultant. The Specialist addresses PMIS and EHR cases submitted to the team and provides Tier I Level support to care centers within a timely manner. The Specialist builds and applies expertise in an area that supports the organization’s goals of optimizing the level at which practice providers and staff use enterprise PMIS and EHR platforms. The Specialist will also maintain AthenaNet user access management, including supporting access change requests, along with provisioning and deprovisioning user accounts.

Responsibilities

• Provide Tier I support for Athena PMIS/EHR applications, assisting care center staff with system issues, workflow questions, and application functionality via phone, email, Microsoft Teams, and Salesforce case management.
• Troubleshoot and resolve issues related to patient scheduling, registration, clinical documentation, billing, and other EHR workflows, escalating complex issues as appropriate.
• Document, track, and manage incidents, service requests, and inquiries in Salesforce, ensuring accurate case records and timely resolution.
• Educate and support end users on system functionality, best practices, and established workflows to promote efficient and compliant use of the EHR platform.
• Provide Tier I identity and access management support, including user account provisioning, modifications, deactivations, and access troubleshooting.
• Perform password resets, account unlocks, multifactor authentication (MFA) support, and user access validation in accordance with security and compliance requirements.
• Maintain compliance with HIPAA, privacy, and information security standards by ensuring appropriate access controls and accurate audit documentation.
• Monitor and prioritize support queues to meet service level agreements (SLAs), deliver exceptional customer service, and ensure a positive end-user experience.
• Participate in ongoing training, process improvement initiatives, knowledge base development, system testing, and special projects as assigned.
• Participate in staff meetings.
• Assist with workflow changes & best practices for care centers.
• Assist with special projects.
• Other duties as assigned.

Qualifications

• 1–3 years of experience supporting PMIS/EHR systems, including issue resolution and change management required.
• Experience with clinical workflows, PMIS/EHR platforms, and physician practice management applications required.
• Experience with Athena One required.
• 1–2 years of experience with Identity and Access Management (IAM), computer security, user account auditing, or access administration preferred.

Benefits

We’re here for you—both personally and professionally. Our benefits are designed to support you and your family at every stage of life. From health and wellness to financial security and career growth, we offer a comprehensive package to help you thrive.

• Health Coverage: Medical, dental, and vision plans, fertility benefits, and supplemental insurance options.
• Paid Time Off: Vacation, personal days, and paid holidays to help you recharge.
• Financial & Retirement Planning: 401(k) with employer contribution, plus Flexible Spending Accounts (FSAs) and Health Savings Accounts (HSAs).
• Income Protection: Short- and long-term disability, paid parental leave, basic life insurance, and optional additional coverage.
• Wellbeing Support: Employee Assistance Program, commuter benefits, pet insurance, and identity theft protection.
• Professional Development: Opportunities and resources to support your career growth.