Gaia builds dialysis-focused healthcare software, and our client base is growing fast. We're looking for a hands-on EHR Support Agent & Project Manager who can do two things well: keep our customers confident and productive in the Electronic Health Records (EHR) system, and keep our product work organized, tested, and moving forward.
You'll be the single point of contact for customers, the bridge between the people who use our software and the people who build it, and a key voice in planning what we build next. You'll work on a cross-functional team within the EHR department and across every area of the company.
What You'll Do
Customer Support & Success
- Provide level one and level two support to caregivers and internal departments, resolving questions, inquiries, and production issues quickly.
- Serve as a single point of contact for customer support needs and as the liaison between customers, developers, and management so every request is heard and addressed.
- Audit client software settings to make sure customers are set up correctly and getting full value from existing functionality they may have overlooked.
- Support client implementations and onboarding.
- Deliver training to external and internal clients, on site and online. Some travel is required, depending on client needs.
- Help troubleshoot database and server issues, internally and for clients.
Project & Product Management
- Act as business analyst and product planner for the development team: gather business requirements and translate them into clear technical requirements.
- Respond to internal and external requests for EHR enhancements and new functionality, and help shape them into well-defined projects.
- Plan and coordinate software upgrades and patches, including some work outside standard business hours.
- Lead and track miscellaneous technology projects from request through delivery.
Quality Assurance & Testing
- Develop, document, and maintain testing procedures for pre-deployment software, including acceptance and regression testing.
- Execute test plans, analyze results, and log failures and unexpected behavior in our issue tracker.
- Work with developers to debug and verify fixes, and keep all teams informed of issue status and best practices for resolution.
- Establish and maintain auditing procedures for the software, working with our CRM system.
What You Bring
Required
- 3+ years supporting software applications, with strong troubleshooting and analysis skills.
- Experience coordinating projects or leading initiatives, with the judgment to prioritize and manage a busy workload.
- Excellent written and verbal communication, both with customers and with technical teams.
- Strong conflict management, time management, and attention to detail.
- A customer-first mindset and a commitment to continuous quality improvement.
- Solid computer skills and prior IT experience.
- A quick learner who enjoys mastering new products and explaining them clearly.
Nice to have
- Healthcare or EHR industry experience (dialysis a plus).
- Software testing, QA, or training experience.
- Business analysis or software development planning experience.
- Experience with database or server troubleshooting.
- Prior experience working with senior management.
Life at Gaia
We're passionate about improving patient outcomes, and we do it through collaboration, face-to-face communication, and shared decision-making. We value growth and self-improvement, and we're a team where self-directed, hands-on people can take on real responsibility and build their careers. Some tasks, like upgrades, may fall outside normal hours, and we work to make sure you can balance your career with your personal and family life.
Our office is relaxed, with a casual dress code and plenty of support as you learn our products.
This is a full-time, in-office position in Littleton, Colorado. Please do not apply if you are seeking part-time, freelance, or remote work.
Pay: $50,000.00 - $70,000.00 per year
Benefits:
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
