Senior IT Systems Engineer - EHR (eClinicalWorks)

ICBD Holdings • Fort Lauderdale, FL

31d • Hybrid

About The Position

ICBD is a business incubator focused on private investment and business development, supporting companies in healthcare, technology, and beyond. The EHR Applications Lead is the primary platform owner for eClinicalWorks at ICBD, accountable for the configuration, workflow design, integration health, and clinical documentation tools that support Marquis MD's multi-site concierge medicine practice. This role is a senior individual contributor position requiring end-to-end ownership of eCW configuration and clinical and operational workflow support. The role bridges clinical operations, information technology, and healthcare administration. The successful candidate will engage credibly with physicians and CMO-level leadership, translate operational requirements into eCW configurations, and manage complex system and integration issues with a high degree of independence. As ICBD's Business Applications team expands EHR platform support to additional operating companies, this role is expected to grow in scope, serving as both a subject matter resource and a configuration and governance standard-setter across the portfolio. Strong candidates will bring deep eCW expertise, fluency in ambulatory clinical workflows, a disciplined approach to configuration management, and the ability to collaborate effectively across clinical, operational, and technical teams.

Requirements

• 4–7 years of hands-on eClinicalWorks experience in a production ambulatory or multi-site practice environment, with direct configuration ownership in a live clinical setting.
• eClinicalWorks certification required in core EHR and Practice Management modules; additional module certifications (Healow, Population Health, Telehealth) strongly preferred.
• Demonstrated experience configuring eCW templates, dot phrases, order sets, smart forms, clinical decision support tools, and user security models.
• Working knowledge of HL7 v2 interfaces and experience troubleshooting eCW integration failures with labs, radiology, pharmacies, and third-party systems.
• Experience leading requirements and workflow design sessions with clinical staff, practice administrators, and physician-level stakeholders, including CMO-level clinical leadership.
• Consistent documentation practice, including build documentation, change logs, training materials, and knowledge base content.
• Multi-site ambulatory practice experience required; concierge medicine, direct primary care, or high-touch practice environment strongly preferred.
• Familiarity with revenue cycle workflows (scheduling, coding, billing, prior authorization) and how eCW configuration affects downstream financial and clinical performance.
• Proficiency with eCW reporting tools; SQL or other query experience a plus.
• CPHIMS or other healthcare IT certification a plus.
• Bachelor's degree in Health Informatics, Information Systems, Healthcare Administration, or a related field preferred; equivalent professional experience considered.
• Experience managing a vendor relationship with an EHR provider, including license tracking, renewals, and support case escalation.
• Familiarity with EHR backup, disaster recovery, and business continuity requirements in a clinical environment.
• HIPAA, data privacy, and healthcare compliance knowledge required.

Nice To Haves

• eClinicalWorks certification in additional modules (Healow, Population Health, Telehealth)
• SQL or other query experience
• CPHIMS or other healthcare IT certification
• Concierge medicine, direct primary care, or high-touch practice environment experience

Responsibilities

• Manage all eClinicalWorks configuration across Marquis MD practice sites, including user accounts and security roles, provider templates, appointment scheduling rules, order sets, structured note templates, registries, and clinical decision support tools. Maintain a documented, auditable change log for all configuration changes.
• Partner with providers and clinical leadership to design, build, and maintain dot phrases, structured templates, smart forms, and auto-text libraries. Ensure documentation tools support clinical quality, accurate coding, and provider efficiency, and update them as workflows evolve.
• Support the configuration, deployment, and ongoing optimization of ambient notetaking and AI scribe tools integrated with eCW, including eCW's native AI Scribe and compatible third-party solutions. Work with providers and clinical leadership to refine output templates, review documentation accuracy, and ensure ambient-generated notes meet the practice's clinical and coding standards.
• Lead discovery and design sessions with clinical and operational stakeholders to translate workflow requirements into eCW configuration. Apply clinical workflow knowledge and platform expertise to recommend the most effective approach for each use case.
• Ensure all configuration changes follow a documented change management process with appropriate review and approval prior to promotion to production. Maintain build documentation and configuration standards that support ongoing platform maintainability.
• Configure and support eCW across all deployment form factors used by Marquis MD, including desktop, tablet, and mobile (eCW Mobile, provider-facing apps). Ensure workflows are optimized for each device context and that device-specific configuration is documented and consistently maintained across practice sites.
• Configure and monitor eCW integrations with labs (Quest, LabCorp), radiology, e-prescribing (Surescripts), patient engagement and payments (Healow, Healow Pay), telehealth, billing clearinghouses, and third-party clinical and administrative tools. Maintain ongoing oversight of integration health and performance across all connected systems.
• Diagnose and resolve HL7 interface failures in coordination with vendors, eCW support, and internal IT. Document interface architecture, known failure patterns, and resolution procedures to support faster resolution on recurrence.
• Lead the technical evaluation and onboarding of new third-party integrations as Marquis MD and additional business units expand their technology ecosystems. Evaluate integration options with attention to long-term stability, supportability, and alignment with eCW's integration architecture.
• Maintain working knowledge of HL7 v2, FHIR, and relevant interoperability frameworks, and apply that knowledge to integration design decisions and vendor connectivity evaluations.
• Serve as the primary liaison between the eCW platform and the clinical and operational teams at Marquis MD. Conduct discovery sessions with providers, clinical staff, front desk, and billing teams to gather workflow requirements and improvement opportunities, and convert them into well-specified configuration requirements.
• Analyze existing eCW workflows to identify efficiency gaps, documentation quality issues, and configuration debt. Present prioritized improvement recommendations to the VP, Business Applications and Marquis MD leadership with supporting rationale, expected outcomes, and effort estimates.
• Maintain a backlog of enhancement requests and configuration changes from clinical and operational stakeholders. Communicate prioritization decisions and delivery timelines clearly, and translate technical tradeoffs into plain language for clinical and executive audiences.
• As ICBD extends eCW or other EHR platform support to additional operating companies, lead requirements gathering and platform onboarding for those entities, applying configuration standards and lessons from Marquis MD to support efficient onboarding.
• Serve as the senior escalation point for eCW issues from L1/L2 support. Investigate and resolve complex system, workflow, and integration issues; document findings and resolution steps for each closed case.
• Manage the relationship with eCW support, including case submission, priority escalation, and follow-through to verified resolution. Maintain a log of open vendor cases with current status and expected closure timelines.
• Ensure significant incidents are followed by a documented root cause assessment and a corrective action to prevent recurrence, whether through configuration correction, training, integration redesign, or vendor escalation.
• Establish and maintain monitoring practices that identify interface failures, system performance issues, and configuration drift before they affect clinical operations or patient care.
• Develop and deliver role-based eCW training for new hires and existing staff across Marquis MD practice sites, tailored to the workflows and configuration specific to the practice. Include device-specific guidance for staff using desktop, tablet, and mobile form factors, and training on Healow Pay and patient-facing tools as applicable by role.
• Build and maintain a library of training materials, tip sheets, workflow guides, and troubleshooting runbooks that support L1/L2 analysts in resolving common issues independently. Keep documentation current as the platform and workflows evolve.
• Develop the eCW platform knowledge and troubleshooting capability of L1/L2 support staff through mentorship, coaching, and knowledge transfer. Define clear escalation criteria that enable support staff to handle issues within their scope effectively.
• Track eCW workflow adoption across practice sites and differentiate between training gaps, configuration gaps, and workflow resistance in order to identify and apply the appropriate corrective action.
• Serve as ICBD's primary point of contact with eClinicalWorks across all relationship dimensions, including support, account management, product roadmap discussions, and executive escalations. Participate in regular business reviews with eCW account management and maintain an informed view of the vendor's product direction and its implications for Marquis MD and the broader ICBD portfolio.
• Own eCW license inventory across all Marquis MD practice sites, including provider, staff, and module-level licensing. Track seat utilization, identify optimization opportunities, manage renewals, and coordinate with the VP, Business Applications on procurement decisions. Maintain accurate records of contracted entitlements and ensure the organization is appropriately licensed as the practice grows or contracts.
• Lead the eCW contract renewal process in partnership with the VP, Business Applications and legal or procurement stakeholders. Evaluate renewal terms, identify cost reduction opportunities, and ensure renewal timelines are managed proactively with sufficient lead time for negotiation.
• Manage eCW data archiving in accordance with applicable regulatory requirements and ICBD records retention policies. Ensure archived clinical and administrative data is accessible, complete, and stored in compliance with HIPAA and applicable state requirements.
• Own the eCW-specific components of ICBD's backup, disaster recovery, and business continuity planning. Verify that backup processes are functioning and tested on a defined schedule, maintain documented recovery procedures for eCW, and ensure the practice has a tested, current downtime protocol that clinical and administrative staff can execute without system access.
• Lead planning, regression testing, and deployment of eCW version upgrades and patches. Assess impact to existing configuration, templates, and integrations prior to each upgrade, and communicate relevant changes to clinical and operational stakeholders in advance.
• Establish and maintain governance standards for eCW configuration changes, including request, build, approval, and documentation processes. Consistent governance prevents configuration drift and reduces support debt and clinical risk.
• Provide input to the VP, Business Applications, COO, and CMO on eCW platform capabilities, vendor roadmap developments, and opportunities to leverage new features to improve Marquis MD clinical and operational performance.
• As ICBD's Business Applications team extends EHR platform support to additional operating companies, contribute to platform configuration standards, integration architecture, and support model design for new entities, applying governance and practices established at Marquis MD.

Benefits

• 21 paid days off (15 PTO days increasing with tenure, plus 6 paid holidays)
• Flexible Spending Account (FSA) and Health Savings Account (HSA) options
• Medical, dental, vision, long-term disability, life insurance, AD&D insurance, and GAP Plan (TransAmerica)
• Generous 401(k) with up to 6% employer match
• 100% employer-paid maternity/paternity leave for up to 5 weeks
• EAP (unlimited counseling 24/7)
• BeyondMed (discounts on wellness and elective healthcare services)
• PerkSpot (discounts on top brands)
• Pet Insurance (Nationwide)
• On the GoGa wellbeing hub

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree