EMR Training Specialist

ABOUT US A Specialty Path to Good Health 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. Triage is temporary. Treatment is transformative. 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. We put patients at the center of value-based care. About the EMR Training Specialist 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. What You'll Do New Practice Onboarding & Go-Live Support 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 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 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 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 of the EMR Training Specialist 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 Benefits Comprehensive benefit options include medical, dental and vision, 401K and PTO. Compensation Compensation is commensurate to compensation for similar positions in the region and based on prior training and experience Job Type: Full-time