EHR eClincalWorks (eCW) Product Manager

Duties and Responsibilities

EHR Operations & Administration

• Serve as the primary operational resource and subject-matter expert for eClinicalWorks.
• Manage day-to-day administration and support of the eCW platform.
• Maintain user accounts, security roles, access levels, templates, preferences, and system configurations.
• Monitor system functionality and identify opportunities to improve efficiency, usability, and workflow performance. Coordinate with IT and eClinicalWorks support on system issues, upgrades, enhancements, and integrations. Maintain appropriate system documentation, configuration records, and operational procedures.
• Serve as primary builder of new provider and resource records, creates and maintains scheduling templates, manages provider e-prescribing credentials, and tests and validates before production deployment

• Workflow Optimization

• Partner with clinical and operational leaders to evaluate current workflows and identify opportunities for improvement.
• Translate business and clinical requirements into effective eCW workflows and system configurations.
• Develop and maintain clinical templates, forms, order sets, workflows, and other system components as appropriate.
• Identify opportunities to reduce manual processes, improve documentation, and increase staff productivity.
• Support standardization of EHR workflows across departments and locations

  User Support & Training

  • Provide first-line operational support to eCW users and resolve system-related questions and issues.

  • Troubleshoot problems and escalate complex technical issues when necessary.

  • Develop and maintain training materials, job aids, workflows, and standard operating procedures.

  • Conduct and support new-hire and ongoing eCW training for clinical and administrative staff by collaborating with content creation and delivery with the Training team.

  • Provide education and support following system updates, workflow changes, and new functionality.

  • Monitor recurring support issues and recommend solutions to prevent future problems.

  Data, Reporting & System Integrity

  • Support the development, maintenance, and validation of eCW reports and operational dashboards.

  • Assist with data integrity audits and identify discrepancies or workflow issues affecting data quality and flag any changes that could affect downstream data before deployment.

  • Partner with Finance, Clinical, Operations, and other departments to support reporting requirements.

  • Assist with data extraction and analysis to support operational decision-making.

  • Ensure appropriate documentation and processes are followed for data management and system changes.

    Integrations & System Enhancements

    • Support integrations between eCW and other organizational systems, applications, and third-party vendors

    • Participate in system testing, implementation, and validation of new functionality.

    • Coordinate user acceptance testing and document results.

    • Ensure all eCW configuration changes, templates, workflows, forms, enhancements, and integrations are tested and validated in the eCW Test environment prior to Production deployment; maintain alignment between Test and Production environments by accurately migrating, validating, documenting, and monitoring approved changes.

    • Assist with the evaluation and implementation of system enhancements.

    • Work with vendors and internal stakeholders to troubleshoot interface and integration issues.

    Compliance & Security

    • Support compliance with HIPAA, organizational policies, and applicable healthcare regulations.

    • Ensure appropriate access controls and user permissions are maintained.

    • Assist with audits related to EHR access, documentation, security, and compliance.

    • Maintain confidentiality and security of protected health information (PHI).

    • Promote appropriate use of the EHR and adherence to organizational policies and procedures.

    Project & Change Management

    • Participate in eCW-related projects, implementations, upgrades, and process-improvement initiatives.

    • Develop project timelines, track action items, and communicate status to stakeholders.

    • Assist with change management and communication related to system enhancements.

    • Coordinate with cross-functional teams to ensure successful implementation of EHR changes.

    • Evaluate the operational impact of proposed system changes and make recommendations.

    • Other duties as assigned.

      Qualifications

      • 2+ years of experience supporting, administering, or operating an electronic health record system.

      • Prior hands-on experience with eClinicalWorks (eCW) required.

      • Experience working in a healthcare, clinical, physician practice, or other healthcare services environment.

      • Strong understanding of clinical and administrative healthcare workflows.

      • Demonstrated ability to troubleshoot EHR issues and translate user needs into practical system solutions.

      • Strong analytical, organizational, and problem-solving skills.

      • Excellent written and verbal communication skills.

      • Ability to work effectively with clinical, operational, IT, and administrative stakeholders.

      • Strong attention to detail and commitment to data accuracy and integrity.

      Preferred Qualifications

      • Experience with eCW system configuration and administration.

      • Experience supporting eCW templates, workflows, reports, user security, and clinical functionality.

      • Experience with EHR integrations and third-party applications.

      • Experience with healthcare reporting and data analysis.

      • Experience supporting EHR implementations, upgrades, or optimization projects.

      • Knowledge of HIPAA, healthcare privacy, and security requirements.

      • Experience providing end-user training and developing training materials.

      • Bachelor's degree in Healthcare Administration, Information Technology, Health Informatics, Business, or a related field preferred.

      Success Measures

      Success in this role will be demonstrated through:

      • High-quality, responsive support for eCW users.

      • Improved adoption and effective utilization of eCW functionality.

      • Reduction in recurring system and workflow issues.

      • Accurate and reliable EHR data and reporting.

      • Efficient and standardized clinical and operational workflows.

      • Successful implementation of system enhancements and upgrades.

      • Positive user experience and satisfaction with eCW support.

      • Consistent compliance with EHR security, privacy, and documentation requirements.

    Physical & Other Requirements

    • This job operates in a remote professional environment free from noise and distraction. This role routinely uses standard office equipment such as computers and phones.

    • 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.

    • Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

    • While performing the duties of this job, the employee is regularly required to talk and hear.

    EEOC STATEMENT

    All qualified candidates will receive consideration for employment without regard to age, race, color, national origin, gender (including pregnancy, childbirth or medical conditions related to pregnancy or childbirth), gender identity or expression, religion, physical or mental disability, medical condition, legally protected genetic information, marital status, veteran status, or sexual orientation.