Technical Onboarding Specialist (EHR) at EyeCarePro

About the Role

• EyeCarePro is hiring an EHR Technical Specialist to provide client-facing technical support for Electronic Health Record (EHR) systems used by optometric practices.
• This role is responsible for ensuring EHR access, scheduling workflows, and appointment attribution functions accurately and reliably for our clients. You will serve as a technical point of contact for EHR-related issues, supporting onboarding, troubleshooting permissions, resolving data inconsistencies, and maintaining system stability.
• This position reports directly to the Head of Technology and works closely with internal support and onboarding teams. 

Key Responsibilities
EHR Support & Troubleshooting

• Provide technical, client-facing support for EHR systems
• Troubleshoot issues related to:
• EHR access and user permissions
• Appointment scheduling workflows
• Appointment and patient attribution accuracy
• Data sync or system reliability issues
• Identify root causes and implement long-term solutions

Client Communication

• Communicate clearly and professionally with clients regarding issues, timelines, and resolutions
• Translate technical problems into clear, non-technical explanations
• Participate in escalation calls when EHR issues impact client operations

Data Integrity & Compliance

• Validate the accuracy of EHR data supporting client operations
• Monitor recurring issues and recommend preventative improvements or SOP updates
• Ensure all work complies with HIPAA and healthcare data security standards

Documentation & Collaboration

• Document configurations, issues, fixes, and learnings thoroughly
• Coordinate with internal technology and onboarding teams on EHR-related blockers
• Support system updates, testing, and quality assurance efforts as needed

What We Are Looking For
Experience

• 2–5 years of experience supporting or administering EHR systems
• Experience in healthcare, health technology, or clinical environments preferred
• Prior experience in a client-facing technical support role is a plus

EHR & Technical Skills

• Hands-on experience with one or more EHR platforms commonly used in outpatient or specialty practices

Strong understanding of:

• EHR permissions and user roles
• Scheduling workflows
• Patient and appointment records
• Ability to troubleshoot access issues, workflow breakdowns, and data inconsistencies
• Familiarity with integrations, APIs, or healthcare data exchange concepts is preferred

Professional Skills

• Strong analytical and problem-solving skills
• High attention to detail and documentation accuracy
• Calm, confident communication under client pressure
• Ability to manage multiple priorities in a fast-paced, remote environment

What Success Looks Like

• EHR issues are resolved quickly, correctly, and permanently
• Appointment scheduling and attribution data is accurate and reliable
• Clients trust you as a technical authority
• Internal teams rely on your documentation and follow-through
• Compliance and data security standards are consistently upheld

Work Requirements

• 100 percent remote work-from-home
• Schedule: Monday to Friday, 9:00 AM to 5:00 PM Eastern Time
• Must have:
• Personal computer and essential equipment
• Reliable high-speed internet
• Quiet, professional workspace
• Backup power supply (if applicable)