EHR Systems Operations Analyst - Remote

Crossroads Treatment Centers is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Since 2005, Crossroads has been at the forefront of treating patients with opioid use disorder. Crossroads is a family of professionals dedicated to providing the most accessible, highest quality, evidence-based medication assisted treatment (MAT) options to combat the growing opioid epidemic and helping people with opioid use disorder start their path to recovery. This comprehensive approach to treatment, the gold standard in care for opioid use disorder, has been shown to prevent more deaths from overdose and lead to long-term recovery. We are committed to bringing critical services to communities across the U.S. to improve access to treatment for over 26,500 patients. Our clinics are all outpatient and office-based, with clinics in Georgia, Kentucky, New Jersey, North and South Carolina, Pennsylvania, Tennessee, Texas, and Virginia. As an equal opportunity employer, we celebrate diversity and are committed to an inclusive environment for all employees and patients.

Day in the Life of an EHR Systems Operations Analyst

EHR System Implementation & Optimization

• Oversee the setup, configuration, and ongoing optimization of the EHR system for opioid treatment centers and other medical operations.

• Work with cross-functional teams to ensure system features align with clinical workflows, particularly in opioid treatment, medication-assisted treatment (MAT), and related clinical services.

• Troubleshoot EHR system issues and recommend solutions to improve functionality, efficiency, and usability for end-users.

• Actively participate in the Steering Committee to evaluate, test, and coordinate the deployment of changes to the EHR system, ensuring effective communication across teams and smooth transitions to production.

Clinical and Medical Operations Support

• Collaborate with clinical teams to design and implement EHR-based workflows that align with best practices for opioid treatment programs, including patient intake, drug testing, case management, and reporting.

• Ensure that all EHR configurations support compliance with federal, state, and local regulations (e.g., CARF, SAMHSA, HIPAA) specific to opioid treatment and substance use disorder management.

System Upgrades & Integration

• Participate in the testing, implementation, and deployment of software upgrades and system integrations.

• Collaborate with IT and vendor teams to ensure smooth integration of the EHR system with other clinical and administrative systems used in the organization.

Ticket Management & Resolution

• Support the entire lifecycle of operations and clinical operations-related support tickets, ensuring prompt acknowledgment, appropriate prioritization, and efficient resolution for both clinical and operational issues.

• Proactively track open tickets related to clinical workflows, EHR system functionality, and operational processes, managing escalations to ensure resolution within defined service level agreements (SLAs) and minimizing disruptions to patient care and operations.

• Communicate timely updates to relevant stakeholders, documenting the resolution process for each ticket to ensure transparency, accountability, and continuous improvement in EHR system performance and operational workflows.

Cross-Department Collaboration

• Work collaboratively with other departments (e.g., IT, clinical operations, compliance, finance) to address cross-departmental issues and ensure the EHR system supports the broader goals of the organization.

• Participate in and lead cross-functional teams for projects that impact clinical operations, including EHR optimizations, system upgrades, and workflow redesigns.

Support Training (Operations and Clinical EHR Processes)

• Create comprehensive training materials, including guides, tutorials, and FAQs, focused on EHR system functionalities, clinical workflows, and operational processes, tailored for trainers to use with clinical and operational staff.

• Conduct training sessions for selected trainers or team leads within clinical and operational teams, equipping them with the knowledge and tools to effectively train their teams on EHR system usage, clinical documentation, patient care workflows, and system best practices.

• Provide continuous support to trainers, collecting feedback on training effectiveness, and making necessary updates to materials to reflect system updates and changes in clinical or operational processes.

Regulatory Compliance

• Partner with Compliance to ensure that EHR workflows comply with all relevant regulations and standards related to opioid treatment, including drug diversion prevention, controlled substance tracking, and patient confidentiality.

• Stay up to date on changes in healthcare regulations and work with compliance teams to ensure the EHR system is properly aligned with new guidelines.

Continuous Improvement

• Act as a liaison between clinical teams, IT departments, and vendors to gather feedback and continuously improve EHR functionalities and user experience.

• Recommend enhancements to EHR processes to improve clinical outcomes and operational efficiency.

Location

• Remote with some travel to Corporate as needed (Greenville, SC).

Education and Requirements

Education

• Bachelor’s degree in health information management, Healthcare IT, Nursing, or a related field. Master’s degree is a plus.

Experience

• Minimum of 3-5 years of experience as an EHR Systems Analyst or similar role in a healthcare setting, with a focus on opioid treatment or substance use disorder programs.

• Experience working with EHR systems (e.g., Carelogic, Medgen, Epic, Cerner, Meditech, etc.) in a clinical setting, especially within the context of addiction treatment or behavioral health.

Skills & Knowledge

• Strong knowledge of opioid treatment center operations, medication-assisted treatment (MAT) processes, and related clinical workflows.

• In-depth understanding of healthcare regulations, including SAMHSA, HIPAA, and 42 CFR Part 2 (patient confidentiality in substance use treatment).

• Proficient in EHR configuration, clinical workflow optimization, and system troubleshooting.

• Strong interpersonal and communication skills, with the ability to collaborate across various departments.

Certifications

• Certification in Health Informatics (e.g., CHI, CPHIMS) or EHR system certification preferred.

Position Benefits

• Medical, Dental, and Vision Insurance

• PTO

• Variety of 401K options including a match program with no vesture period

• Life Insurance

• Short/Long Term Disability

• Paid maternity/paternity leave

• Mental Health Day

• Calm subscription for all employees