Clinical Trainer

Organization Summary:

Community Care Cooperative (C3) is a 501(c)(3) non-profit multi-service organization governed by Federally Qualified Health Centers (FQHCs). Our mission is to leverage the collective strengths of FQHCs to improve the health and wellness of the people we serve. We fulfill two primary business functions for the FQHCs we work with. First, we are an FQHC-led accountable care organization (ACO); second, we are a Management Services Organization (MSO) for FQHCs.

As an ACO, we negotiate value-based payor contracts on behalf of our FQHCs, hold and operate those contracts (including fulfilling many compliance, financial management, and population health management functions), and maximize the return to FQHCs of any incentive dollars earned. We are proud to be the market leader in the MassHealth ACO Program. We are the largest Medicaid ACO in Massachusetts, and we operate a variety of business offerings nationwide.

As an MSO, we (along with our subsidiary companies, which are also FQHC-led non-profits) provide several financial, operational, and technological services to groups of FQHCs. These services include Epic EHR licensing and implementation; pharmacy operations consulting as well as the building and direct operation of on-site retail pharmacies; billing and credentialing; employer-sponsored insurance; and others.

We are a fast-growing, dynamic organization developing new partnerships and programs to improve the health of members and communities, and to strengthen our health center partners.

Job Summary:

The Clinical Trainer position will be housed under a subsidiary organization of C3, Community Technology Cooperative, LLC (CTC). To educate, implement, maintain, support, and maximize the use of clinical portions of the software applications utilized by CTC in conducting daily operations under the direction of the

Director of Training and Technology.

Responsibilities:

• Educating clinical Health Center users surrounding their Epic usage including, but not limited to: creation of EUTS support material, application-based training sessions, upgrade-related training, and more as warranted by the needs of the organization
• Assisting users in troubleshooting, and resolution of application issues via ticketing system, Teams, and Zoom
• Working with the Application Analyst Team(s) to understand and assist in the development of workflow and creation of subsequent documentation
• Maintaining a level of knowledge about training and Epic operations and maintaining current industry knowledge
• Assist with Onboarding process
• Facilitate end users’ ability to understand and maximize the use of the software to perform daily operations
• Evaluate user knowledge to develop specialized training when necessary; educate users in system optimization
• Acts as liaison between users and the software vendor(s) [Epic]
• Work with Application Team(s) to implement new clinical software, including add-on features, and/or new routines in existing applications
• Assisting in the assessment of workflow processes and assisting in process re-engineering to achieve efficiencies in departmental operations
• Work with Department Managers and IT Education staff to ensure training programs for use of applications are developed and conducted for all levels of users and participate in such programs when needed
• Ability to maintain current system applications
• Facilitate training sessions of various group sizes
• Onsite training assistance as needed
• Respond to user questions with timely answers and/or referral to appropriate department/person
• Work with application managers, staff from affected areas, and representatives from other impacted areas, to analyze workflow concerns and questions and update/create education materials as needed
• Develop system documentation to supplement vendor manuals and which defines processes, procedures, and policies regarding utilization of various functions
• Sustain working knowledge of key functions of all aspects of the department to provide emergency coverage in the absence of others in the department
• Assist in the development of IT policies and procedures and notify users as appropriate
• Ability to present a friendly and positive manner, willingness to seek additional tasks
• Responsibility to assist the department and/or peers, ability to be flexible and perform new tasks and adjust to change even under pressure
• Ability to accomplish results by working effectively with or through other people
• Ability to hear and communicate with others in a clear, understandable, and professional manner 
• Demonstrated use of good written and verbal communication skills
• Maintain current industry knowledge by attending industry seminars, reviewing professional literature, and communicating on a regular basis with other IT analysts

Required Skills:

• Local to Massachusetts or within driving distance of Massachusetts
• Hybrid position, mostly from home with some on-site travel to health centers across Massachusetts and to our office in Boston as needed. On Site required for project milestones such as go lives

Desired Other Skills:

• Minimum of three years’ experience as a credentialed trainer
• Minimum experience of having participated in at least one Epic implementation
• Proficient in Power point and Excel
• Familiarity with the MassHealth ACO program
• Familiarity with Federally Qualified Health Centers
• Experience with anti-racism activities, and/or lived experience with racism is highly preferred

** In compliance with Infection Control practices per Mass.gov recommendations, we require all employees to be vaccinated consistent with applicable law. **