Activation & Reinforcement Representative

  • Location: Shaker Heights, OH
  • Posted: Nov 18, 2019

Job Description


The Activation and Reinforcement Representative (ARR) functions as a team member responsible for providing activation and ongoing support of the electronic medical record (EMR) and/or the UH Personal Health Record (MyUHCare PHR) applications. The primary function is to help drive adoption and use of the applications by providing direct support to physicians, clinical/office staff, patients, and family members (end-users).  ARR work effort is designed to augment software proficiency, support migration to newly-established clinical and business workflows, as well as foster completion of defined tasks required as part of adoption. ARR will help identify, communicate, resolve and/or escalate concerns relating to the EMR and/or PHR.

Essential Duties:

Maintains a comprehensive and up-to-date understanding of the EMR and/or PHR capabilities and functionality, training curriculum, as well as associated workflows needed to successfully support end-user adoption.


Supports practice/provider/patient activation of the EMR/PHR ensuring transition and appropriate utilization of the application.


Coaches end-users on the applications’ functionality and how to integrate the EMR/PHR into their daily routines


Provides Physician Support Line coverage as needed. 


Participates in end-user focus groups and complies and responds to feedback as needed.


Acts as a liaison between end-users, IT, EMR/PHR project teams and Change Management and Training team as needed to enable software and workflow adoption. Supports EMR and PHR change management plans relating to practice and patient adoption.


Communicates and escalates hindrances to end-user adoption.  Works with appropriate internal resources to develop problem-solving capabilities and recommendations for workflow. 

Manages and adheres to travel and site schedule to effectively support practices/patients. 


Maintains professional image and demeanor ensuring highest levels of service quality, respect, dignity and privacy.


Remains flexible with requirements of travel as well as work schedule which includes weekdays, evenings and weekends.


Completes all required communication and necessary documentation in a timely manner consisting of emails, reports, checklists, issues, expenses, and escalations. 


Collaborates with EMR team on various projects, task completions, data gathering, and information compilation as needed.


Performs other duties as assigned.


*This role may encounter Protected Health Information (PHI) as part of regular responsibilities.  UH employees must abide by all requirements to safely and securely maintain PHI for our patients.  Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace.  


Experience & Knowledge:
  • Minimum 2 year of customer service or office experience required.

  • Minimum 2 year of clinical experience in a medical practice or medical environment, including familiarity with medical terminology preferred.

  • Clinical Liaison, face-to-face IT&S support, or help desk support experience strongly preferred.

  • Demonstrated ability to communicate with a wide variety of end-users, at varying technology skill levels, required.

  • Proven training skills, decisive judgment and the ability to work independently and collaboratively across department boundaries.

  • Notable client service, communication, presentation and relationship building skills required.

  • Strong critical thinking and problem solving skills required.

  • Ability to exercise good judgment and maintain privacy and confidentiality required.

  • Ability to integrate technology in a patient care setting, and function independently in a fast-paced environment, required.

  • Positive approach to work and the work environment required.

  • Strong written and verbal communication and organizational skills required.

  • Understanding of electronic medical records preferred.


Special Skills & Equipment Knowledge:


  • Proficiency with MS Office suite with emphasis on Power Point, Excel, Word and Microsoft Project preferred.

  • Knowledge of Allscripts EMR, Portal or PHR preferred.

  • Experience with clinical system implementation preferred.


  • High School diploma or equivalent required.
  • Bachelor’s degree preferred. 

Credentials, Licensure or Certification (i.e. RN, RRT):   

  • RN, RT, RD, PT, MA, LPN or other health care professional licensure/ certification a plus

Salary Information


Contact Information

University Hospitals


Schedule Information

Schedule: Variable

University Hospitals

3605 Warrensville Ctr. Rd.
Shaker Heights, OH 44122

Phone: (216) 767-8900