Gateway Foundation · 1 day ago
EHR Production Support
United States
Contract
Remote
Mid Level
3+ years expGateway Foundation, Inc. is a national non-profit dedicated to helping individuals with substance use and mental health disorders. They are seeking an experienced EHR Production Support Analyst to join their Information Systems team, providing reliable production support in a fast-paced healthcare environment.
Addiction TreatmentHealth CareMedicalMental HealthNon ProfitRehabilitationWellness
Hiring Manager
Laura Tacker
Responsibilities
Respond to and resolve production support tickets in a timely manner
Provide technical support to end users and troubleshoot reported system issues
Log, prioritize, track, and document all production issues using the designated ticketing system
Identify, document, and communicate incident root causes and resolutions for knowledge sharing
Manage user access, roles, and permissions as required
Troubleshoot and resolve high-priority incidents within defined SLAs
Escalate unresolved or critical issues to appropriate teams or management
Support testing and deployment of system enhancements, patches, and new releases
Assist with system upgrade testing and documentation updates
Prepare and deliver regular status reports on production issues
Maintain accurate records of support activities and communications
Provide clear, timely updates to management, business users, and IT teams
Qualification
Required
3–5 years of experience in a technical support or production support role
Hands-on experience with EHR systems, including troubleshooting and maintenance
Experience with help desk support and production issue resolution
Strong analytical and problem-solving skills
High school diploma or GED required; Bachelor's degree preferred
Proven experience supporting production environments
Preferred
Health Information Systems certification
Experience with MyAvatar and/or NetSmart products
Strong communication skills with the ability to effectively support a diverse user community
Benefits
Medical, dental, and vision insurance for employees and dependents
Employee wellness program promoting health and fitness and offering cash-saving premiums
Employee assistance programs focused on mental health
403(b) Retirement Plan with 3% employer match
Short-term and Long-term Disability and Life and AD&D Insurance paid for by Gateway
Flexible Spending Accounts for medical and dependent care
Public Service Loan Forgiveness (PSLF)
18 paid time off days per year – accrual rates increase with years of service
9 paid company holidays
Training & Development Programs
Tuition Reimbursement - up to $5,250 per calendar year
ELearning access to online courses that provide CEU’s and job-related training
Clinical Supervision: Formal and informal guidance
Company
Gateway Foundation
Gateway Foundation offers a wide range of addiction treatments, therapy, and clinical services for substance abuse and mental health.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Ave Costa
Chief Development Officer (CDO)
Recent News
2025-10-27
2023-11-08
Company data provided by crunchbase