Clinical Platform Product Owner & Support Lead at Love.Life – El Segundo, California

Position Overview

We are seeking an experienced, hands-on key player to join our team to assume full ownership of our healthcare and wellness technology products. This position requires both strategic leadership and tactical execution, managing our technology infrastructure that supports our functional/integrated medical practice, spa, gym, customer service and restaurant facility across our 45,000 sq ft location.

This role is critical to maintaining and optimizing our clinical systems, including the deployment of workflow templates for encounter documentation in Athena EMR, along with care plans and encounter summaries, while ensuring seamless day-to-day operations for 50+ users. This role also maintains and optimizes the other strategic areas within our wellness offering and local support teams.

Position Specifics

We’re looking for a hands-on, cross-functional Clinical Platform Product Owner & Support Lead to help maintain, evolve, and support our in-house clinic application and its integrations. This hybrid role combines product ownership responsibilities — such as managing platform improvements and coordinating with vendors and development teams — with real-time onsite application support and troubleshooting for clinic and operational staff.

You'll serve as the bridge between clinical users, operations, and offshore tech teams while ensuring the app performs reliably and aligns with evolving business needs. You’ll also act as a go-to person for troubleshooting access, workflows, and integration issues, particularly as we onboard new staff and scale our platform to integrate with systems like Athena.

Key Responsibilities

System Ownership & Support

• Serve as primary administrator for Athena EMR and our proprietary healthcare platform (integrating EMR, scheduling, CRM, and internal workflows) ensuring system functionality, configuration accuracy, and user access across clinical and operations teams.
• Manage spa, gym and customer service customized application platforms and workflows, coordinating with internal leads and vendor support for configuration and optimization.
• Act as a product owner for our proprietary platform, owning the backlog, managing change requests, clarifying technical requirements and coordinating with development teams.
• Provide real time on-site support for users, experiencing platform or integration related issues and escalating and tracking resolutions as needed.
• Coordinate with internal operations and clinical stakeholders to define document and optimize clinical workflows and translate needs into clear product requirements.
• Support the integration of Athena EMR with our proprietary system.
• Build and maintain workflow templates for encounter documentation and client communication within Athena EMR, aligned with Love.Life’s whole-person care model. Ensure HIPAA compliance across all clinical systems and PHI handling, collaborating with Compliance team.
• Lead and manage staff onboarding and offboarding within the platform(s).

Project & Vendor Management

• Own vendor relationships across all technology systems (EMR, infrastructure, applications)
• Coordinate with external vendors for scoping system updates, testing, troubleshooting, and delivering enhancements
• Manage multiple concurrent projects including system optimizations and platform updates
• Drive product management process for system updates and new implementations
• Collaborate with remote vendor partners and team members for infrastructure support escalations

Training & Support

• Train providers, clinical staff, coaches, and operations teams on EMR functionality and updates
• Create and maintain user guides, quick references, and system documentation
• Participate in QA testing and user acceptance for platform updates and feature releases
• Pull and format reports, interpret data trends, and support operations requests for insights
• Actively gather user feedback and usage data to recommend platform improvements that increase efficiency, reduce friction, and enhance care delivery.

Required Qualifications

• 5-7+ years of progressive IT experience
• Hands-on experience with EMR systems (Athena EMR administration/implementation strongly preferred)
• Demonstrated experience with:
  • Application requirements definition and documentation
  • Vendor relationship management
• Project management of system implementations
• Training clinical and non-clinical staff on technology platforms
• Strong technical skills in:
  • Windows and Apple device ecosystems
  • Healthcare application configuration and troubleshooting
  • Basic network troubleshooting
• Bachelor's degree in IT, Computer Science, Healthcare Informatics, or equivalent experience

Preferred Qualifications

• Healthcare systems implementations and operations support, Athena specifically
• Experience with gym/spa management systems
• Experience with proprietary healthcare platform management
• Previous experience as sole IT professional in startup environment
• Experience with integration projects between clinical and wellness systems
• Familiarity with reporting tools and data analysis

Critical Competencies

• EMR implementation expertise - Proven ability to deploy clinical systems from backend to full provider adoption
• Template development skills - Experience building encounter templates and clinical documentation workflows
• Leadership without authority - Able to influence and drive change across departments
• Executive communication - Comfortable presenting to and taking direction from C-level executives
• Self-directed problem solver - Thrives in ambiguous situations requiring independent decision-making
• Deadline-driven - "Whatever it takes" mentality to meet critical implementation timelines
• Technical versatility - Comfortable switching between strategic planning and hands-on technical work
• Change management - Able to guide providers through system optimizations with patience and clarity
• Vendor collaboration - Experience working directly with EMR support teams to resolve complex issues
• Startup mindset - Comfortable in fast-paced environment with shifting priorities
• Customer service excellence - Committed to delivering white-glove support experience in a high-touch healthcare and wellness environment

What We Offer

• Opportunity to shape IT strategy for a growing, innovative healthcare organization
• Direct visibility and access to executive leadership
• Ownership of diverse technical environment spanning clinical, wellness, and business systems
• Room to grow into product, systems, or healthcare IT leadership roles as we scale
• Be part of a team revolutionizing tech-enabled wellness and personalized care
• Competitive salary commensurate with experience

Physical Requirements

• 100% on-site presence required at our El Segundo location
• Ability to lift and move computer equipment up to 20 lbs
• Ability to work in various areas of a 45,000 sq ft facility

To Apply

Please submit your resume highlighting:

• Specific healthcare IT and EMR experience (especially Athena)
• Examples of system optimizations or implementations you've led
• Your experience managing vendor relationships and internal stakeholders
• Any relevant experience with wellness, spa, or gym management systems