Clinical Systems Training & Support Specialist

RI Primary Care•Rhode Island, RI

8h•$80,000 - $90,000•Hybrid

About The Position

Over the past 30+ years, Rhode Island Primary Care Physician’s Corporation (RIPCPC) has grown to become the largest independent provider association of primary and pediatric care in the state, delivering exceptional care to over 200,000 Rhode Islanders. RIPCPC delivers support services that are essential to providing high quality, cost-effective medicine to patients, while also preserving community-based practices. In 2023, RIPCPC joined Akido Labs, becoming a key east coast hub for healthcare innovation within the Akido Care medical network. Akido Care’s fast-growing medical network is known for its ability to integrate innovative technology into the healthcare infrastructure, relieving the frustrations felt by everyone involved in care delivery, from medical providers and their staff, to the patients and their families. We're building a dynamic, diverse and driven team as we continue to grow and broaden our impact. We are seeking passionate people who care deeply about helping patients and communities. We hope you’ll join our team! 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.

Requirements

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

Nice To Haves

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

Responsibilities

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