Remote Desktop Support Manager Jobs in Fall River, MA

The Opportunity

• This is a critical role as RI Primary Care Medical Group continues to grow through acquisition.
• Each newly acquired practice comes with its own workflows, staff habits, and legacy system experience. As we expand across multiple locations, clinical staff need a consistent, reliable training and support experience. This role would own the development and maintenance of training materials, ensure consistency across sites, and serve as an accessible frontline resource for staff.
• This specialist would also support the integration and adoption of additional tools as we continue to expand our technology footprint.
  A visible, dedicated training and support presence signals to newly acquired staff that we take their experience seriously - directly supporting engagement and retention during periods of significant change.

What you'll do

• Healthcare Workflow Integration & Change Management
  • Assess current-state workflows with stakeholders and staff to identify gaps and improvement opportunities
  • Design and implement updated workflows that integrate across departments, systems, and third-party partners with minimal disruption
  • Develop workflow documentation, process maps, and transition guides
  • Facilitate communication across practices, internal departments, and external partners to ensure alignment
  • Monitor post-implementation adoption and surface feedback to management
  EHR & Technology Training
  • Deliver on-site and virtual training for physicians, nurses, and support staff across a wide range of clinical and administrative systems
  • Develop training programs that connect system use to broader operational and clinical context
  • Provide at-the-elbow (ATE) support during go-lives, upgrades, and workflow transitions
  • Assess end-user proficiency and provide follow-up training as needed
  • Create and maintain training materials, quick reference guides, tip sheets, and SOPs
  • Support adoption of emerging tools, including AI-assisted applications
  • Stay current on system updates and evolving best practices
  Clinical Systems Optimization
  • Support EHR and clinical system optimization to meet the needs of member practices
  • Assist with identifying and implementing new technology aligned with real-world workflows
  • Partner with the EHR Optimization Manager and cross-functional teams to drive continuous improvement
  End-User Support & Triage
  • Serve as a first-line resource for EHR and application issues via phone, remote desktop, and on-site assistance
  • Triage, document, and escalate issues to IT, help desk, or vendor teams as appropriate
  • Log and track support interactions in the ticketing system to support trend identification
     
  Collaboration & Cross-Functional Engagement
  • Act as a liaison between practices and internal/external departments during transitions
  • Participate in relevant committees, workgroups, and project teams
  • Collaborate with the Lead Desktop Support Technician on hardware/software troubleshooting and new user onboarding

Who you are

• Required
  • 2+ years in healthcare IT, EHR support, clinical training, or workflow optimization
  • Experience assessing and redesigning clinical or administrative workflows
  • Proven ability to deliver training across multiple systems in a healthcare setting
  • Strong communication, interpersonal, and problem-solving skills
  • Experience developing end-user documentation, workflow maps, and training materials
  • Ability to learn and train on new systems quickly
  • Comfortable supporting staff and leadership through operational transitions
  • Ability to manage competing priorities and travel to practice sites across Rhode Island
  Preferred
  • Associate's or Bachelor's degree in Healthcare, Health IT, Health Administration, or related field
  • Clinical background (MA, LPN, RN, or similar) strongly preferred
  • Experience with a major EHR platform (Epic, Cerner, athenahealth, eClinicalWorks, or similar)
  • Familiarity with primary care operations and multi-site environments
  • Knowledge of HIPAA and healthcare data privacy standards
  • Experience in a physician group or healthcare management company

Physical Demands: Regular travel to practice sites across Rhode Island is required. A combination of remote, on-site, and office-based work applies depending on project needs.