Job Description

The Opportunity

This is a critical role as RI Primary Care Medical Group continues to grow through acquisition. Each newly acquired practice comes with its own workflows, staff habits, and legacy system experience. As we expand across multiple locations, clinical staff need a consistent, reliable training and support experience. This role would own the development and maintenance of training materials, ensure consistency across sites, and serve as an accessible frontline resource for staff. This specialist would also support the integration and adoption of additional tools as we continue to expand our technology footprint. A visible, dedicated training and support presence signals to newly acquired staff that we take their experience seriously — directly supporting engagement and retention during periods of significant change.

What you’ll do

• Assess current-state workflows with stakeholders and staff to identify gaps and improvement opportunities
• Design and implement updated workflows that integrate across departments, systems, and third-party partners with minimal disruption
• Develop workflow documentation, process maps, and transition guides
• Facilitate communication across practices, internal departments, and external partners to ensure alignment
• Monitor post-implementation adoption and surface feedback to management

• Deliver on-site and virtual training for physicians, nurses, and support staff across a wide range of clinical and administrative systems
• Develop training programs that connect system use to broader operational and clinical context
• Provide at-the-elbow (ATE) support during go-lives, upgrades, and workflow transitions
• Assess end-user proficiency and provide follow-up training as needed
• Create and maintain training materials, quick reference guides, tip sheets, and SOPs
• Support adoption of emerging tools, including AI-assisted applications
• Stay current on system updates and evolving best practices

• Support EHR and clinical system optimization to meet the needs of member practices
• Assist with identifying and implementing new technology aligned with real-world workflows
• Partner with the EHR Optimization Manager and cross-functional teams to drive continuous improvement

• Serve as a first-line resource for EHR and application issues via phone, remote desktop, and on-site assistance
• Triage, document, and escalate issues to IT, help desk, or vendor teams as appropriate
• Log and track support interactions in the ticketing system to support trend identification

• Act as a liaison between practices and internal/external departments during transitions
• Participate in relevant committees, workgroups, and project teams
• Collaborate with the Lead Desktop Support Technician on hardware/software troubleshooting and new user onboarding

Who you are

• Required

  • 2+ years in healthcare IT, EHR support, clinical training, or workflow optimization
  • Experience assessing and redesigning clinical or administrative workflows
  • Proven ability to deliver training across multiple systems in a healthcare setting
  • Strong communication, interpersonal, and problem-solving skills
  • Experience developing end-user documentation, workflow maps, and training materials
  • Ability to learn and train on new systems quickly
  • Comfortable supporting staff and leadership through operational transitions
  • Ability to manage competing priorities and travel to practice sites across Rhode Island
  Preferred
  • Associate's or Bachelor's degree in Healthcare, Health IT, Health Administration, or related field
  • Clinical background (MA, LPN, RN, or similar) strongly preferred
  • Experience with a major EHR platform (Epic, Cerner, athenahealth, eClinicalWorks, or similar)
  • Familiarity with primary care operations and multi-site environments
  • Knowledge of HIPAA and healthcare data privacy standards
  • Experience in a physician group or healthcare management company

Physical Demands: Regular travel to practice sites across Rhode Island is required. A combination of remote, on-site, and office-based work applies depending on project needs.