The EHR and Improvement Manager position will be a first point of contact for a network of primary care providers in relation to Electronic Health Record (eClinicalWorks) support including technical assistance, understanding and explaining to users how the technology supports practice management, providing user training, and leveraging the technology to improve processes and support practice transformation. This role will provide technical assistance and improvement support for end-users and user groups related to data capture and process enhancement to advance health outcomes and clinic operations.
Telework: This position is eligible for hybrid remote work. Must reside in the following five states and District of Columbia: MD, VA, WVA, DE, PA. & DC. Relocation costs are not provided.
Essential Duties: 
• In partnership with other team members, provide first-level contact and problem resolution for all eCW users in the PCC supported network; resolve user-reported problems using available tools, procedures and policies. 
• Provide accurate and timely logging of and resolution for problems in the shared ticketing system. Follow up with tickets once they have been created and update clinic staff throughout the process as troubleshooting steps are completed.
• Assess and escalate user-reported problems; decide which issues need to be elevated to eCW Support and clearly communicate the problem to eCW in a timely manner.
• Provide online and in-person training to network clinic super-users and staff on a timely basis.
• Collect and monitor trends in training and support requests to anticipate needs and proactively recommend opportunities for network-wide trainings. 
• Understand customer/clinic practice management needs and requirements and provide recommendations for use of EHR tools to meet these needs
• Maintain up-to-date training resources and direct clinic staff to applicable education resources, as relevant
• Support Director in coordinating and convening regular super-user meetings
• Assure network clinics’ EHR licenses are up to date. Coordinate the credentialing process including license assignment for clinicians and non-clinician users at participating clinics.
• Assist in eCW upgrade processes
• Support clinics to achieve their collective and individual goals
• Identify and facilitate best practices in terms of EHR use and practice management 
• Advocate for quality improvement change as required and support change management process within partnering clinic organizations
• Provide analysis and draft reports related to improvement initiatives, support response times, and other relevant issues
Additional Duties 

• Assist with proposal development and program design for future grants and projects.
• Participate fully and collaboratively in ongoing PCC meetings and workgroups
• Represent the organization to stakeholders as assigned, in a professional and informed manner
• Facilitate discussion with a view to bringing groups to consensus
• Other duties as assigned

Skills and Abilities
• Demonstrated strong interpersonal skills with ability to interact effectively and build collaborative relationships with diverse clients, stakeholders and staff members at all levels. Strong customer service focus. 
• Excellent oral and written communication skills. 
• Proven project management skills including attention to detail, with focus on total project completion. 
• Ability to prioritize work and allocate limited resources resulting in the completion of high quality work. 
• Exceptional ability to partner and collaborate with team members
• Ability to work with minimal supervision and maximum accountability 
• Demonstrated initiative 
• Demonstrated experience developing program plans, reports, and proposals.
• Ability to manage time effectively and demonstrate good judgment and problem solving skills.
• Demonstrated strong computer skills in Microsoft Office, Word, Excel and Power Point. Familiarity with data management systems and ability to quickly learn new systems and applications. 
• Ability to conduct research, analyze and interpret data and develop fact-based reports.
• Demonstrated critical thinking strategies to review data, present ideas, and information.
• Ability to travel for clinic visits and meetings as needed
• Fluency in English required; fluency in Spanish a plus
Education and Experience 
• Bachelor Degree in Public Health, Healthcare Administration, Business Administration, Data Analytics or related field required. 
• Three to five years program/ project management experience in a health or social service agency
• Practice Management certification a plus
• IT experience in a medical practice with an EMR (preferably eCW) strongly desirable.
• Experience working in a primary care clinic or other health care setting is an asset
ADA Requirements
This job operates in a professional office environment. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• This role routinely uses standard office equipment such as computers, telephones, photocopiers, filing cabinets and fax machines. 
• This is largely a sedentary role; however, some filing may be required. 
• This would require the ability to lift files, open filing cabinets and bend or stand as necessary.
• Requires ability to learn new software applications as necessary.
• Must be able to lift up to 20 pounds.
• Must be able to travel locally.
Disclaimer
This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions as covered under the Americans with Disabilities Act expected of an incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of an incumbent. An incumbent may be asked to perform other duties as required.
Primary Care Coalition is an Equal Opportunity Employer.