[Hiring] Clinical ATE Support @Edera

Role Description

The Clinical ATE (At‑The‑Elbow) Support role provides direct, real-time end‑user coaching, workflow reinforcement, issue triage, and escalation support during activation, go‑live, and early stabilization. This role acts as a hands‑on guide for clinical users as they transition to new workflows and system functions. The Clinical ATE Support professional documents support encounters, collaborates with super-users and technical teams, and ensures continuity across shifts through structured records and handoffs. Individuals in this role must be adaptable, confident working in fast-paced environments, and comfortable guiding clinicians at the point of care.

Qualifications

• 5+ years of directly relevant experience providing EHR end‑user support, workflow coaching, go‑live assistance, stabilization support, or clinical operations assistance.
• Strong understanding of clinical workflows and EHR system functionality within production or go‑live environments.
• Ability to identify user challenges, provide real‑time remediation, and document findings in required support logs with precision.
• Skilled in issue identification, triage, and escalation, with clear communication to clinical, technical, and support teams.
• Strong verbal and interpersonal communication skills for coaching clinicians at the point of care.
• Ability to work effectively in fast‑paced clinical environments and adapt to varying end‑user proficiency levels.
• Strong attention to detail for maintaining accurate shift logs, coaching records, escalation documentation, and handoff summaries.
• Proficiency with Microsoft Office 365 (Teams, Word, Excel, SharePoint) and comfort navigating EHR support tools.
• Strong situational awareness, critical thinking, and problem‑solving abilities during high‑volume go‑live periods.

Requirements

• Associate’s degree, clinical credential, or 5+ years of directly relevant experience.
• Additional relevant experience may substitute for degree.

Benefits

• Type of Employment: 1099 with other employment opportunities based on individual performance and business need.
• Work Location/Travel: Applicants must be unencumbered by travel restrictions. Heavy travel during periods of system implementations.
• Hourly Rate Range: $29.76 - $35.20, with multiple factors considered in determining final pay.

Responsibilities

• Provides real‑time at‑the‑elbow support to clinical end users during activation, go‑live, and early stabilization, including workflow coaching and issue triage.
• Documents all support encounters through required logs, including day‑shift and night‑shift support logs, workflow coaching records, user support encounter logs, issue and escalation records, adoption observation logs, and shift handoff records.
• Identifies, documents, and escalates issues using program‑defined escalation workflows to ensure timely resolution.
• Completes ATE closeout and handoff records to ensure continuity between shifts and phases of support.
• Observes user adoption behaviors and provides actionable feedback to training, informatics, and operational teams.
• Partners with super‑users, clinical leaders, and technical teams to reinforce correct workflows, promote adoption, and resolve user challenges.
• Maintains accurate, timely, and compliant documentation across all support logs.
• Communicates trends, recurring issues, and risks to shift leads and readiness teams to support decision‑making and issue mitigation.

Technical Skills Required

• Proficiency with Microsoft Office 365 (Teams, Word, Excel, SharePoint) for documenting support encounters, completing required logs, and communicating with support teams.
• Ability to navigate the EHR system confidently to demonstrate workflows, validate user actions, and support real‑time troubleshooting.
• Ability to use ticketing, escalation, or issue‑tracking tools to document, triage, and route issues appropriately.
• Familiarity with workflow coaching tools, quick‑reference guides, or in‑system help resources used during activation and stabilization.
• Ability to accurately complete shift logs, coaching records, escalation documentation, and handoff summaries.
• Comfort working with digital forms, support templates, and structured documentation processes required during go‑live and stabilization periods.

Desirable (Not Required) Skills/Experience

• Experience supporting MHS GENESIS or other major healthcare IT deployments.
• Experience in leadership roles during go‑live or stabilization phases.
• Change management or operational readiness certification.