Physicians Technology Partners

  • SOR-TOH-Customer Service and Training Support-CND

    Job ID
    # of Openings
    GO Live Support
    Temporary Full-Time
    Travel Date
  • Overview


    This position is part of a dynamic team of healthcare professionals that trains, implements, customizes, and delivers at At-the-Elbow (ATE) implementation services to our clients. The ATE position is essential to the implementation process and will translate the hard work of implementation into successful day-to-day end user activities.  This position requires excellent communication skills and the ability to explain complex subjects in a clear and interesting way. The ideal candidate will interact effectively with all organization levels, specifically clinical and non-clinical roles.



    This temporary consultant position is established to motivate end users assuring that the processes around the implementation of the EHR supports the organizational needs and is completed successfully per project goals and specific job requirements.  The ATE Support (ATE) report directly to the assigned Team Lead (TL) or Site Manager (SM). They will work in tandem with the client implementation team to provide expert At-the-Elbow support in a specific EHR module or modules. The ATE are the first line of support in assisting end users in specific day to day workflows, resolving issues and becoming proficient in the use of the EHR.


    Key Responsibilities

    • Provide module specific support to clinicians using EMR systems
    • Ability to work closely and effectively with physicians/end users
    • Assist with collecting data for reporting of issues
    • Complete provider, clinical and revenue cycle assessment forms
    • Ability to build relationships with staff, providers, co-workers, and management who will utilize the module being supported
    • Maintain composure and adapt in a dynamic, fast-paced, customer-focused work environment characterized by rapid change, minimal lead times, and multiple competing priorities
    • Successfully problem solve on the spot and adapt efficiently to changing environment and training needs as required
    • Rounds to assigned areas performing assessments regarding end user competence, reporting any insufficient resource numbers to the TL or SM.
    • Ability to offer additional application support as required by clients
    • Work with the TL or SM to provide feedback documentation regarding provider/end user issues
    • Provide input and the associated documentation to the TL or SM on project activities
    • Participates in issue escalation process; identify any common themes regarding Epic or Dragon application; training problems; open tickets with the proper documentation for ultimate reporting to the command center.
    • Provide input for potential tapering of resources, and provides anecdotal information regarding the specific area being supported
    • Exercise professional behavior always; be reliable, trustworthy, courteous and committed
    • Maintain quality service by establishing and enforcing organization standards

    Other duties as assigneds


    Skills, Knowledge, Experience & Education

    • High School Diploma or GED
    • Computer skills must have Microsoft Suite Experience
    • A demonstrated track record of providing excellent customer service, and acting with a “serving others” mindset
    • Skilled in quickly establishing collaborative working relationships with stakeholders, and excellent interpersonal skills, with a focus on coaching and motivational skills, enthusiasm and a positive attitude
    • Ability to complete computerized learning modules without supervision
    • Ability to pass oral and written exams
    • Remains informed about industry trends, learning research, and emerging technologies
    • Excellent listening, written and oral communication skills
    • Strong organizational and time management skills
    • Excellent decision-making skills
    • Associates Degree or equivalent experience preferred
    • 2 years of Health Care Experience preferred


    Applicants must be able to pass a comprehensive background check and drug screen and live local to the Ottawa, Canada area, or have the ability to do a daily commute.  This is a temporary consultant assignment that will last up to six weeks; this includes training time.

    Work Environment & Expectations

    Facility workspaces can vary by client, but at a minimum, the physical demands and characteristics of the work environment the job holder will encounter to perform the essential functions of the job successfully  include:

    • The Must be able to meet medical and other client compliance requirements
    • Able to lift and transport 50 pounds
    • Valid driver's license
    • Weekend hours may be required
    • Must be able to travel to the client site
    • Performing any or all these activities for extended periods of time; speaking, listening, sitting, standing, walking, reaching, and stooping.
    • Dexterity with hands and fingers with the ability to write, type, and use a mouse.
    • Vision abilities required for this job include close and far vision along with reading and looking at a computer screen for extended intervals
    • The noise level in the work environment varies from quiet to loud depending on location
    • This position requires working in an office environment and working onsite during implementations.

      • Reasonable accommodation may be made to enable people with disabilities to perform the described essential functions.


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