Privia Health elevates the patient-provider relationship by delivering tools, talent, and technology built to transform healthcare. Our proven, physician-focused platform is designed to reduce unnecessary costs, achieve better outcomes, and improve patient health and provider well-being.
Job DescriptionThe EHR Support Lead is a critical role within Privia, responsible for ensuring the optimal performance and utilization of the athenaOne EHR application. This individual will provide leadership and supervision to the EHR Support Team, including Platform Associates, Senior Platform Specialists, contractors, and temporary hires. The EHR Support Lead will drive best practice configuration of the EHR, manage daily operations, oversee case management, and act as a subject matter expert for athenaOne. This role requires a strong understanding of EHR systems, excellent leadership skills, and a commitment to providing exceptional support across our platform.
Primary Job Duties:
Provide supervision, mentorship, and performance management for Platform Associates, Senior Platform Specialists, contractors, and temporary hires, including setting goals, and identifying development opportunities.
Act as an athenaOne Subject Matter Expert (SME) and resource for the team and across Privia departments.
Oversee and manage Salesforce escalations, ensuring timely resolution and appropriate communication.
Analyze case management data, including reporting metrics, case dashboards, and Microstrategy dashboards, to identify trends and areas for improvement
Monitor and maintain support and case management workflows for the Clinical IT and Platform Operations team, including interdepartmental workflows.
Ensure adherence to Service Level Agreements (SLAs).
Conduct Quality Assurance (QA) reviews of the team’s work, including assigned projects and Salesforce case management.
Proactively identify, analyze, and address potential EHR-related challenges, escalating complex issues as needed.
Conduct weekly team meetings to communicate updates, address challenges, and foster a collaborative environment.
Configure, customize, and test within platforms governed by Clinical IT and Platform Operations, as needed.
Communicate deadlines, prioritize tasks, and delegate responsibilities effectively.
Collaborate effectively with other departments, including clinical teams, IT, and management, to ensure seamless EHR operations and support.
Maintain up-to-date knowledge of the athenaOne platform and other platforms maintained by CIT.
Create, maintain, and periodically update training materials for various audiences, including new hires, existing staff, and Privia Partners.
Support the Leadership team and perform additional management duties in their absence.
Maintain confidentiality and comply with the Health Insurance Portability and Accountability Act (HIPAA) and other relevant regulations.
Perform other duties as assigned within the scope of EHR support and team management.
Qualifications
5+ years experience of EHR Support, Content development and configuration
Strong athenaOne knowledge
Strong leadership capabilities
Experience participating in or leading projects, demonstrating the ability to manage multiple tasks, meet deadlines, and collaborate effectively with team members.
Bachelors degree in related field, or equivalent work experience preferred
Knowledge of ambulatory healthcare operations including referrals, scheduling, registration, check-in, insurance and patient billing operations, patient encounters
Understanding of clinical terminology
Solid understanding of healthcare informatics
Strong oral and written communication skills
Employee training experience
The salary range for this role is $75,000.00 - $90,000.00 in base pay and exclusive of any bonuses or benefits (medical, dental, vision, life, and pet insurance, 401K, paid time off, and other wellness programs). This role is also eligible for an annual bonus targeted at 15% and restricted stock units . The base pay offered will be determined based on relevant factors such as experience, education, and geographic location.
Additional InformationAll your information will be kept confidential according to EEO guidelines.
Technical Requirements (for remote workers only, not applicable for onsite/in office work):
In order to successfully work remotely, supporting our patients and providers, we require a minimum of 5 MBPS for Download Speed and 3 MBPS for the Upload Speed. This should be acquired prior to the start of your employment. The best measure of your internet speed is to use online speed tests like https://www.speedtest.net/. This gives you an update as to how fast data transfer is with your internet connection and if it meets the minimum speed requirements. Work with your internet provider if you have questions about your connection. Employees who regularly work from home offices are eligible for expense reimbursement to offset this cost.
Privia Health is committed to creating and fostering a work environment that allows and encourages you to bring your whole self to work. Privia is a better company when our people are a reflection of the communities that we serve. Our goal is to encourage people to pursue all opportunities regardless of their age, color, national origin, physical or mental (dis)ability, race, religion, gender, sex, gender identity and/or expression, marital status, veteran status, or any other characteristic protected by federal, state or local law.