Application Support/EHR Consultant

The Application Support / EPM Consultant plays an integral role in delivering overall EHR support, consulting, system configuration, workflow design, and end-user training across supported EHR platforms, with a focus on Practice Management.

This role provides daily practice support in systems such as eClinicalWorks, NextGen, athenaOne, and Epic, as well as consulting/training services in these systems. Responsibilities include general EHR system setup, EPM troubleshooting, workflow analysis, end-user training, go-live support, and implementation documentation.

The Application Support / EPM Consultant functions as a client-facing Practice Management subject-matter expert, assisting practices with day to day EPM troubleshooting, workflow recommendation, and system setup as well as optimization, training and go live support as needed.

Essential Duties and Responsibilities (include the following. Other duties may be assigned.)

Application Support / EHR Consultant

EHR Application Support & Troubleshooting

• Provide Tier 2/Tier 3 support for EHR application issues across assigned platforms (eClinicalWorks, NextGen, athenaOne, Epic)
• Troubleshoot clinical workflow issues including charting, orders, documentation templates, eRx, lab interfaces, and clinical decision support
• Perform root-cause analysis of system behavior, configuration errors, interface failures, and user-reported issues
• Analyze logs, audit trails, and configuration settings to diagnose complex application problems
• Coordinate with EHR vendors to escalate defects, enhancement requests, and system-level issues
• Maintain detailed documentation of support cases, resolutions, and configuration changes to ensure traceability and knowledge continuity
• Identify recurring issues and recommend workflow, training, or configuration improvements to reduce support burden

Clinical Workflow Consulting & Implementation

• Configure and support clinical workflows within assigned EHR platforms, ensuring alignment with operational, clinical, and regulatory best practices
• Perform system build, validation, and configuration for templates, order sets, clinical content, and provider tools
• Conduct workflow analysis, design, and documentation for clinical operations, care coordination, and provider efficiency
• Serve as the clinical application subject matter expert for assigned functional areas or client engagements

Training, Go-Live, and Adoption

• Deliver EHR end-user training (providers, clinical staff, care teams) in individual, group, or classroom settings
• Provide go-live and post-go-live support to ensure clinical workflow readiness and user adoption
• Develop and deliver clear, engaging training materials tailored to clinical and operational audiences
• Reinforce best practices and promote consistent, efficient use of EHR tools

Optimization & Advisory Services

• Provide ongoing EHR optimization support following implementation or go-live
• Identify opportunities to improve clinical workflows, provider efficiency, documentation quality, and system usability
• Conduct follow-up reviews to ensure EHR configurations continue to meet clinical and operational needs
• Apply lessons learned and best practices across client engagements to drive continuous improvement

Risk Identification & Issue Resolution

• Identify workflow, configuration, or readiness risks and escalate issues with recommended solutions
• Drive resolution of clinical application issues, coordinating with internal teams, vendors, and client stakeholders
• Document clinical workflows, system configurations, and site-specific variations to support long-term maintainability

Client & Internal Collaboration

• Build and maintain strong working relationships with clinical, operational, and IT stakeholders
• Serve as a trusted advisor, reinforcing client confidence in system setup, workflow decisions, and optimization strategies
• Provide regular status updates to Program Managers and client leadership
• Support peer learning by sharing best practices, lessons learned, and EHR workflow knowledge with other consultants, * Strong understanding of EMR software and core processes (especially as they relate to the types of projects being performed)
• General navigation
• Scheduling an appointment
• Viewing the progress note
• Viewing the patient hub
• Scanning a document
• Faxing a document
• Front Office Workflows
• Revenue Cycle Workflows

Do you have experience in Microsoft Excel?, Do you have a High school diploma or GED?, To perform the job successfully, an individual should demonstrate the following competencies:

Customer Service Oriented Have a strong customer service ethos, excellent organizational skills, and the ability to work well with people, quickly establishing good working relationships with clients.

Execution Drive scope development and management, while developing and managing project/task budgets, schedules, and timelines.

Decision Making Collect and structure the available data impacting the project, make timely decisions based on facts, circumstances, and needs, and conduct scenario analysis to ensure informed decision-making.

Intellectual-Business Acumen Demonstrates strong business acumen by connecting EHR workflows, system decisions, and technical solutions to organizational goals, operational performance, and strategic outcomes.

Interpersonal-Communication Conveying and receiving information and ideas efficiently and effectively through a variety of organizational mediums Organizes communication using a logical sequence Maintains audience attention with engagement techniques e.g., illustrative anecdotes and analogies, sharing examples, written/verbal inflection, voice inflection/body language etc. Adjusts to the audience level by framing messages in sync with audience experiences, backgrounds and expectations Comprehends communication; Ensures understanding by seeking input and checking for understanding; Restates information Encodes and decodes messages and information accurately Adheres to accepted conventions by using appropriate mechanics syntax, pace, volume, diction, and mechanics

Intellectual-Critical Thinking Reasoning effectively and coming to logical conclusions as one type of analysis for problem solving Makes logical inferences Recognizes and processes assumptions accurately Reasons deductively Interprets information Evaluates arguments

Interpersonal-Teamwork Working effectively as part of a team through the practices of subordination, support, and cooperation Subordinates personal interests or motives for the sake of the team objectives and goals Cooperates fully to assist in work completion Offers help and support proactively Encourages team success and spirit Provides and solicits input and feedback

Intellectual-Technical KSAs Having achieved a satisfactory level of professional/technical knowledge and/or skill in position-related areas; Keeping up with current developments and trends in areas of expertise

Self Motivated and Company Focused Able to work independently with minimal supervision, knowing when to seek assistance when needed., To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Current EMR certification in one or more supported platforms (e.g., eClinicalWorks, NextGen, athenaOne, Epic) strongly preferred
• Proficient with general consulting skills
• Current / Future state mapping
• Critical problem solving
• Software Proficiency
• Word
• Excel
• Project Management Software, * High school diploma or GED required; Bachelor’s Degree or equivalent experience preferred.
• 3-5 years of related experience; prior lead or supervisory experience preferred

Language Skills

English

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form., Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.