EHR Production Support

Gateway Foundation, Inc. is a national non-profit dedicated to helping individuals with substance use and mental health disorders. Established in 1968, Gateway provides essential tools and knowledge for recovery, positively impacting hundreds of thousands of lives. Operating through its Community Services, Corrections Divisions, and Corporate Headquarters, the organization is recognized for innovative, effective treatment approaches and maintaining high standards.

Discover a rewarding career where you can find both personal and professional fulfillment while aligning your values with your work. You'll have the opportunity to make a meaningful impact by aiding individuals in overcoming addiction. We pride ourselves on being an organization that values you and strives to be an employer of choice, fostering a vibrant culture that promotes teamwork and professional growth.

Your voice matters here; we actively listen to and value our employees' thoughts, allowing you to be part of organizational decisions. Join Gateway Foundation today and become part of a team dedicated to making a positive difference in the lives of others.

Location: Fully Remote

Schedule: Monday–Friday, 8:00 AM – 4:30 PM

We are seeking an experienced EHR Production Support Analyst to join our Information Systems team as an independent contractor. This role is fully remote and ideal for a self-starter who can quickly get up to speed and provide reliable production support in a fast-paced healthcare environment.

You will work closely with a small, stable IS team and interact with staff across the organization to ensure the stability, functionality, and ongoing support of our EHR systems.

• 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

• 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