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Akido Labs, an AI-native healthcare provider serving 500K+ patients across California, Rhode Island, and New York, is seeking an EHR Training & Support Specialist to support its Rhode Island Primary Care Medical Group as it expands through acquisition.
In this critical role, you will own the training and support experience for clinical and administrative staff across multiple practice locations. Each newly acquired practice brings its own workflows, legacy systems, and staff habits. Your mission is to ensure a consistent, reliable onboarding and support experience that signals to newly acquired staff that their experience matters—directly supporting engagement and retention during periods of significant change.
Key responsibilities include:
Healthcare Workflow Integration & Change Management: Assess current-state workflows with stakeholders 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.
EHR & Technology Training: Deliver on-site and virtual training for physicians, nurses, and support staff across clinical and administrative systems. Develop training programs that connect system use to broader operational and clinical context. Provide at-the-elbow 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 standard operating procedures. Support adoption of emerging tools, including AI-assisted applications. Stay current on system updates and evolving best practices.
Clinical Systems Optimization: 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.
End-User Support & Triage: 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.
