Client Service Rep II (Software Support XML) - CARES

Job Number
Job Type
Regular Full-Time
Exec.V.P. for Health Affairs
CARES Program
This position may involve the following Health and Safety issues:
Not Applicable
Job Category
Information Technology
Campus Location (For Posting) : City
Location : Name
Emory Campus-Clifton Corridor

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Emory University is a leading research university that fosters excellence and attracts world-class talent to innovate today and prepare leaders for the future. We welcome candidates who can contribute to the diversity and excellence of our academic community.


The Client Service Rep II for the Cardiac Arrest Registry to Enhance Survival (CARES) reports to the Director of Information Technology to provide support for programmatic electronic Patient Care Record (ePCR) activities.



  • As a key service member of the software support team, your primary role is to manage, support and represent CARES electronic Patient Care Record (ePCR) activities both internally and externally.
  • You will be a member of our software support team accountable for making sure that the ePCR data uploads, tasks and transition processes are being managed appropriately, while maintaining the technical integrity of data components and upload functionality.
  • This includes a significant role in quality control and project management, as well as maintaining relationships with internal teams, ePCR vendor partners, and emergency medical services (EMS) stakeholders.
  • Actively collaborates with clients to identify, document, and understand their requirements and needs, and based on that collaboration, participates in recommending and developing reliable, efficient, and cost-effective solutions.
  • Utilizes various types of communication strategies and methods to establish strong partnerships.
  • Contributes to the overall management and architecture of the client information technology environment.
  • Researches and develops department-specific practices in the application of technology and possesses a solid understanding of client-based software and its application.


  • Field initial EMS agency interest in CARES ePCR upload processes.
  • Serve as primary contact for ePCR-related activities and communication with external software development teams to provide real-time feedback.
  • Manage and support CARES ePCR upload tasks, technical approach, efficiencies, and progress.
  • Interpret XML and Schematron code, error messaging and results related to data transfer for reconciliation.
  • Communicate with CARES staff on emergent upload issues.
  • Oversee and track milestone progress for all ePCR developmental or transition projects.
  • Lead and maintain ePCR setup, submission checks, beta/go-lives & troubleshooting processes with various vendors.
  • Generate and distribute validation reports and lists to EMS agencies and vendors on a regular schedule.
  • Search and follow-up on missing data record entry via ePCR upload from current and previous checkpoint cycles.
  • Utilize knowledge of various operating environments to provide effective software leadership. 
  • Assist ePCR vendor and end users on CARES software functionality.

Minimum Qualifications:

  • Bachelor's degree and three years of software application/XML experience or five years of software application/XML experience.
  • Experience in web service communications and/or schematron validation tools
  • Proficiency with Windows and/or Macintosh desktop operating system, PC and/or Macintosh hardware, peripherals, Microsoft Office products 

NOTE: Tasks related to this position can be performed remotely with only occasional supported visits to an Emory University location.  Emory reserves the right to change this status with notice to employee. 

Emory Supports a Diverse and Inclusive Culture

The COVID-19 vaccine or an approved exemption is currently only required for individuals working in a clinical setting. For more information on the University or Hospital policies, including exemptions, please see our website.

Emory University is dedicated to providing equal opportunities and equal access to all individuals regardless of race, color, religion, ethnic or national origin, gender, genetic information, age, disability, sexual orientation, gender identity, gender expression, and veteran's status. Emory University does not discriminate in admissions, educational programs, or employment on the basis of any factor stated above or prohibited under applicable law. Students, faculty, and staff are assured of participation in University programs and in the use of facilities without such discrimination. Emory University complies with Executive Order 11246, as amended, Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veteran's Readjustment Assistance Act, and applicable executive orders, federal and state regulations regarding nondiscrimination, equal opportunity and affirmative action. Emory University is committed to achieving a diverse workforce through application of its affirmative action, equal opportunity and nondiscrimination policy in all aspects of employment including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training. Inquiries regarding this policy should be directed to the Emory University Department of Equity and Inclusion, 201 Dowman Drive, Administration Building, Atlanta, GA 30322.

Emory University is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. To request this document in an alternate format or to request a reasonable accommodation, please contact the Department of Accessibility Services at 404-727-9877 (V) | 404-712-2049 (TDD). Please note that one week advance notice is preferred.


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