EHR Manager - Performance Improvement

About Walker

Since 1961, Walker Therapeutic & Educational Programs has been a trusted partner for children, youth, and families, navigating some of life’s most difficult challenges. Based in Needham, our mission is to nurture hope, build strengths, and develop lifelong skills in partnership with the children, youth, families, and communities we serve. We provide comprehensive, trauma-informed residential, educational, and clinical services to children and youth with complex social-emotional, behavioral, and learning needs, while supporting their families every step of the way. Through three specialized divisions—Residential & Educational Programs, Behavioral Health & Community-Based Services, and Walker Solutions—we deliver relationship-based care and capacity-building that makes a lasting difference. Today, we serve children, youth, and families from more than 150 communities across Massachusetts.

At Walker, the work behind the scenes is just as important as the work on the front lines. Behind every child and youth served, every family supported, and every program delivered is a team of professionals who make that work possible. Mission-driven organizations do not run on passion alone. They run on people who are skilled, accountable, and take pride in their work. These support teams provide the structure and consistency that allow our programs to deliver high-quality care. Every role has a clear purpose. If you are someone who values doing your work well and wants that work to contribute to something larger, you will find a place here.

Make a Difference Every Day

As a member of the Performance Improvement team, the Electronic Health Record Manager (EHR) is responsible for the strategic oversight, optimization, training, support, and governance of Walker’s electronic health records and associated systems. The EHR Manager leads efforts to improve system adoption, data quality, workflow efficiency, and user experience across programs and departments. This role partners closely with operational leaders, clinical and program staff, Analytics, Information Technology, and external vendors to prioritize enhancements, manage upgrades, oversee role-based security and access processes, and implement best practices for documentation and reporting. The EHR Manager also plays a lead role in system selection and implementation, including coordinating user acceptance testing, supporting workflow design and configuration decisions, and developing role-based training approaches that evolve throughout implementation and go-live readiness. The EHR Manager serves as the organizational lead for EHR-related change management, builds internal capacity through training and development of power users, and drives continuous improvement to ensure Walker’s information systems effectively support organizational goals, compliance requirements, and high-quality service delivery.

Essential Functions

• Lead the administration, optimization, and governance of Walker’s electronic health records and associated systems.
• Partner with organizational leaders, end users, Information Technology, and vendors to align EHR system configuration, workflows, and change-management plans with operational needs.
• Manage role-based security, user access processes, and periodic audits to support compliance, privacy, and operational needs.
• Oversee the design and delivery of customized, role-based EHR training programs for new staff, advanced users, supervisors, and managers, adapting materials and communications to reflect implementation milestones, workflow decisions, and go-live needs.
• Recruit, develop, and support departmental power users and super users as internal resources for workflow adoption and issue resolution.
• Establish and maintain end-user documentation, communication plans, and change-management materials related to new functionality and system updates.
• Lead investigation, escalation, and resolution of complex user issues, coordinating with vendors and internal stakeholders as needed.
• Lead user acceptance testing and implementation readiness activities, including test planning, scenario development, coordination of end users, issue tracking, workflow validation, implementation planning, and post-go-live support.
• Monitor data quality trends and collaborate with managers and program leaders to address documentation issues and improve reporting reliability.
• Partner with the Director of Analytics and System Integration to support reporting needs, workflow analysis, and operational decision-making.
• Lead projects related to new functionality, content standards, workflow redesign, and implementation of best practices across programs.
• Represent Walker in state, regional, and vendor forums to identify trends, benchmark practices, and recommend opportunities for investment and improvement.
• Provide supervision, coaching, and performance guidance to assigned staff and/or functional leadership to cross-departmental EHR users and project teams.
• Provides leadership and decision-making on:

• System implementation priorities, user acceptance testing strategy, upgrade scheduling, and go-live readiness planning.
• Standards for workflows, documentation, forms, data quality, reporting support, training content, and adoption support during implementation and post-launch optimization.

• Additional duties as assigned

Skills and Abilities

• Strong interpersonal and communication skills.
• Perform sedentary work for extended periods, lifting, typing, and looking at a computer screen.
• Ability to meet deadlines and follow through with multiple projects simultaneously.
• Ability to respond to and follow through with requests professionally.  
• Must be task-driven and detail-oriented. 

Schedule:

• 9:00am - 5:00pm Monday-Friday with flexibility for weekends and evenings based on program and operational needs

Qualifications

Education and Certifications

Required:

• Bachelor’s degree; Health Information Management, Healthcare Administration, Information Systems, Business Administration, or related field

Experience

Required:

• Minimum of five years of progressively responsible experience working with electronic health records, healthcare databases, or clinical/operational information systems.
• Experience as a contributor to system implementations, conversions, upgrades, optimization efforts, or major workflow improvement initiatives, including user acceptance testing coordination and workflow validation.
• Demonstrated experience developing and delivering end-user training, change-management communications, and supporting documentation, including tailored training approaches during implementation and transition periods.
• Strong working knowledge of reporting tools and Microsoft Office applications, including Excel, Word, PowerPoint, and related documentation/reporting tools.
• Demonstrated ability to manage competing priorities, collaborate across departments, communicate effectively with various clinical, financial, and leadership staff, and lead projects to successful completion.

Preferred:

• Experience supervising staff, leading cross-functional teams, or providing functional leadership in a healthcare or human services environment.
• Experience serving as an EHR administrator, systems lead, or advanced power user for an enterprise application.
• Healthcare, behavioral health, or human services experience.
• Relevant certifications or formal training in project management, health information systems, analytics, or change management.

Other Requirements:

• Successfully complete all background check suitability requirements
• Must have reliable transportation with ability to travel to different locations

Supervision:

Reports to: Director of Analytics and System Integration

Supervision: Provides functional leadership to departmental power users and cross-functional project teams.

Equal Opportunity Statement

Walker is an equal opportunity employer and does not discriminate based upon an individual's race, color, religion, national origin, sex, age, marital status, sexual orientation, genetic information, disability, veteran status, pregnancy, national guard or reserve unit obligations, participation in discrimination complaint-related activities, or membership in any category protected by federal or state law.