Clinical Informatics & eClincalWorks Systems Lead

Statement of Purpose:  The Clinical Informatics & eClinicalWorks (eCW) Systems Lead serves as the primary resource for the electronic medical records system from an operational and end-user perspective. This role provides advanced frontline training and support for clinical and administrative teams, oversees system configuration and user access, manages patient communications distributed through eCW, and partners cross-functionally to optimize workflows, reporting, and system performance. This is a non–people manager role with significant independent responsibility and influence. The position requires deep, hands-on experience with eClinicalWorks, strong clinical workflow knowledge, and the ability to translate operational needs into effective system solutions that support patient care, compliance, and organizational efficiency. The role supports multiple locations and includes periodic travel for in-person training and system support.

 Primary Tasks/Responsibilities:

eClinicalWorks (eCW) System Ownership & Support

• Serve as the primary internal subject matter expert for eCW at Metro Healthy Communities.
• Act as the first point of contact for eCW-related issues, questions, and optimization requests from clinical and administrative users.
• Troubleshoot system errors, workflow challenges, and functionality issues; perform root-cause analysis and implement solutions.
• Triage, track, document, and resolve support tickets; escalate to eCW vendor support as needed and manage follow-up to resolution.
• Configure and maintain clinical templates, forms, order sets, workflows, and system settings.
• Support system upgrades, patches, testing, and post-deployment stabilization.

User Setup, Access & Security

• Create, modify, and maintain eCW user accounts for providers, clinical staff, and administrative teams.
• Assign and manage role-based security access in alignment with job responsibilities, compliance standards, and best practices.
• Ensure provider build, credentialing, and enrollment data align with EMR configuration requirements.
• Partner with Compliance and IT to support HIPAA-appropriate access controls and audit readiness.

Training, Education & Change Support

• Lead onboarding and system training for new providers and staff across eCW workflows and functionality.
• Provide refresher and targeted training in response to workflow changes, performance issues, or system enhancements.
• Develop and maintain user-friendly training materials, including quick guides, tip sheets, workflows, and recorded resources.
• Support EMR governance and change-management efforts by helping standardize workflows across departments.

Patient Communications via eClinicalWorks

• Own the setup, configuration, and execution of patient communications distributed through eCW.
• Build and manage templates, workflows, and campaigns for appointment reminders, care communications, program updates, and operational notifications.
• Collaborate with Clinical, Operations, Marketing, and Leadership teams to ensure patient communications are accurate, timely, compliant, and aligned with organizational messaging.
• Ensure all patient communications adhere to consent, privacy, and HIPAA requirements.

Reporting, Data & Operational Support

• Generate and validate routine clinical and operational reports at a basic to intermediate level.
• Support audits, quality metrics, and regulatory reporting preparation through accurate data extraction and validation.
• Assist with dashboards, trend analysis, and ad-hoc reporting needs in collaboration with informatics, IT, and operations teams.

EMR-Related Hardware & Peripheral Support

• Support and troubleshoot EMR-connected hardware including scanners, printers, label printers, e-fax systems, and clinical devices (e.g., Welch Allyn, Midmark).
• Coordinate with vendors and internal IT for hardware maintenance, replacements, and integration issues.

Cross-Functional Collaboration & Optimization

• Collaborate with Clinical Operations, IT, Compliance, Revenue Cycle, and Leadership to align eCW functionality with organizational needs.
• Participate in EMR optimization initiatives, special projects, and continuous improvement efforts.
• Serve as a trusted internal resource for translating clinical and operational requirements into effective system solutions.

 Education/Professional:

• Associate or bachelor’s degree in health informatics, Health Information Technology, Healthcare Administration, Information Technology, or a related field preferred; equivalent experience considered.
• Minimum of 2 years of direct, hands-on experience supporting eClinicalWorks (eCW) required.
• Experience supporting EMR workflows in multi-disciplinary, FQHC, primary/specialty care settings.
• Demonstrated understanding of clinical documentation, provider workflows, scheduling, billing, and quality metrics within an EMR.
• Experience with SharePoint; Power Automate and Power BI experience strongly preferred.

 Knowledge, Skills and Abilities Required:

• Advanced working knowledge of eClinicalWorks configuration, workflows, and user management.
• Strong analytical, critical thinking, troubleshooting, and problem-solving skills.
• Ability to translate clinical and operational workflows into system functionality and user guidance.
• Excellent written and verbal communication skills, including the ability to train and support users with varying technical skill levels.
• Experience managing system-driven patient communications within an EMR environment.
• Proficiency in Microsoft Office 365; intermediate Excel skills preferred.
• Highly organized, self-directed, and able to manage multiple priorities independently.
• High level of professionalism, discretion, and commitment to patient privacy and HIPAA compliance

Requirements:

• Must possess and maintain valid Florida driver’s license and proof of insurance
• Must have reliable and accessible auto vehicle.
• Must pass necessary fingerprinting, Level II background checks and employment eligibility verification through the U. S. Department of Homeland Security’s E-Verify system, https://e-verify.uscis.gov/emp.