Senior EMR Analyst

Department: Implementation

Reports To: COO

Employment Type: Full-time, salaried

Location: Remote-first (US/Canada-based) | Core hours aligned to CT

About UrgentIQ

We are a scaling healthcare technology startup serving same-day care settings. Our platform is AI-native and purpose-built to modernize clinical, operational, and financial workflows in urgent care and adjacent care environments.

We believe healthcare technology should feel like a partner, not a vendor. We prioritize long-term customer relationships over short-term wins and operate with transparency, collaboration, and integrity, even when the right answer is “no.”

Role Overview

The Senior EMR Analyst is a highly trusted, hands-on role responsible for end-user training, implementation execution, and frontline customer support for the UrgentIQ EMR. This role is critical to ensuring customers successfully adopt the platform and feel supported throughout their lifecycle.

As a senior team member in a growing startup, this role wears multiple hats — not as a catch-all, but as a point of stability, expertise, and judgment. You will lead implementations, execute configuration tasks, train diverse user groups, participate in support rotations, and help improve how we scale delivery and support as the company grows.

As UrgentIQ scales, implementation capacity and support readiness are essential to customer trust and retention. This role exists to close implementation resource gaps, absorb anticipated support load, and raise the bar on training quality and workflow consistency.

Success in this role ensures customers go live confidently, issues are resolved efficiently, and internal teams benefit from clearer processes and documentation.

What You’ll Do

Implementation Execution

• Coordinate implementation activities such as customer calls and deliverables, task tracking, timelines, and cross-team handoffs
• Execute implementation tasks including configuration, setup, and validation
• Perform configuration quality assurance to ensure systems align with intended workflows

End User Training

• Lead training sessions for clinical and operational end users
• Tailor training approaches to different customer workflows, roles, and experience levels

Customer Support

• Participate in a monthly on-call support rotation
• Provide blended Tier 1 / Tier 2 support, including workflow questions, configuration issues, and system usage guidance

Process, Documentation & Optimization

• Create and maintain customer-facing and internal documentation, training materials, and implementation guides
• Identify workflow inefficiencies and recurring issues, recommending practical improvements
• Contribute to scaling implementation and support processes with a senior lens

How You’ll Partner

• Product: Share customer insights, workflow challenges, and recurring friction points to inform product improvements
• Engineering: Escalate system issues, validate fixes, and support configuration-related troubleshooting
• Support & Implementation Teams: Act as a senior partner for coordination, knowledge sharing, and coverage

What Success Looks Like (12 Months)

• Customers complete implementations confident in their workflows and system usage
• Training is consistent, effective, and positively reflected in customer feedback
• Support issues related to configuration and workflows are resolved efficiently
• Internal teams rely on clear documentation, repeatable processes, and reduced rework

Our Customer Commitment

We are a customer-first organization. We act as partners, not vendors. We value trust, transparency, and long-term relationships above all else. We do not default to “yes,” but we always default to honesty, collaboration, and support. Every team member is expected to uphold this standard and hold others accountable.

We are an Equal Opportunity Employer.