EHR Training & Support Specialist

Akido•Rhode Island, RI

1d•$80,000 - $90,000•Hybrid

About The Position

Akido builds AI-powered doctors and is the first AI-native care provider, combining cutting-edge technology with a nationwide medical network. Its AI empowers doctors to deliver faster, more accurate, and more compassionate care. Serving over 500,000 patients across California, Rhode Island, and New York, Akido offers primary and specialty care in 26 specialties. Founded in 2015, Akido is expanding its risk-bearing care models and scaling its clinical AI platform, ScopeAI. This role is critical as RI Primary Care Medical Group grows through acquisition. Each new practice brings unique workflows and system experiences. This specialist will ensure a consistent and reliable training and support experience for clinical staff across multiple locations. The role involves owning the development and maintenance of training materials, ensuring consistency, and serving as a frontline resource. Additionally, the specialist will support the integration and adoption of new tools as the technology footprint expands. A dedicated training and support presence demonstrates commitment to newly acquired staff, aiding engagement and retention during 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.