EHR Support Manager

Saisystems Health • Shelton, CT

2d

About The Position

Saisystems Digital is seeking an experienced Support Manager to lead and oversee its EHR and client Support Specialists team in Shelton, CT. The role is responsible for ensuring high-quality technical support, optimizing team performance, and maintaining exceptional client satisfaction across the company’s healthcare technology solutions.

Requirements

• Bachelor’s degree or equivalent experience in healthcare IT, information systems, or a related field.
• At least 5 years of experience in technical support, preferably within healthcare or EHR environments.
• At least 2 years of experience in a leadership or supervisory role.
• Strong understanding of EHR systems and healthcare provider workflows.
• Excellent problem-solving, communication, and organizational skills.
• Ability to manage multiple priorities in a fast-paced environment.

Nice To Haves

• Experience with long-term care EHR platforms.
• Knowledge of HIPAA and healthcare data privacy regulations.
• Background in client-facing support roles within healthcare technology.

Responsibilities

• Manage and mentor a team of Support Specialists, providing guidance, coaching, and performance management.
• Oversee daily support operations, ensuring timely resolution of client issues and adherence to SLAs.
• Act as an escalation point for complex technical and client-related concerns.
• Use and manage Zendesk and apply generative AI experience.
• Collaborate with engineering, implementation, and product teams to resolve system issues and improve workflows.
• Monitor support metrics and implement process improvements to enhance efficiency and service quality.
• Ensure team members maintain strong knowledge of EHR systems, updates, and healthcare compliance requirements.
• Implement a new support system and add agentic AI to provide 24/7 client support.
• Assist in hiring, onboarding, and training new support staff.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager