EMR Training Specialist

About the role

Upperline Health is seeking a motivated and detail-oriented EMR Training Specialist to join their 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 their existing practices.

Responsibilities

• 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
• Aid in 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
• Ongoing System Maintenance & Support
• 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
• Assist with support ticket resolution, triaging 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
• Monitor EMR system performance across clinics and escalate 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

Qualifications

• 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

Desired Qualities

• 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