Mid-Market Program Manager, Healthcare

Harbor IT

About The Position

The Healthcare Practice Program Manager owns end-to-end operational performance of Harbor IT's Healthcare POD, including its clients, delivery team, projects, service delivery workflows, SLA/KPI attainment, PMO and project outcomes, PSA data integrity, delivery margin inputs, and renewal execution. The position directly manages a Solution Architect, three Senior Systems Engineers, three Technical Support Specialist IIs, one Technical Support Specialist, and one Project Manager. The POD-CIO and CSM are part of the POD but report to CX Leadership; the Program Manager coordinates closely with them, particularly on clinical escalations and EMR-related incidents, but does not manage them. The role reports to the Healthcare Practice Director. It owns queue health, financial inputs such as utilization and time-entry accuracy, and delivery performance across the POD. The Program Manager leads healthcare IT projects from scoping through closeout and ensures delivery practices align with applicable healthcare privacy, security, payer, and compliance requirements. The role also participates in client reviews and owns renewal execution in coordination with the POD-CIO.

Requirements

Hands-on experience supporting EMR/EHR systems in a healthcare IT or MSP environment, including administration, migrations, integrations, or escalation support.
Ability to communicate with physicians and clinical stakeholders under pressure, explain technical root causes and timelines without jargon, and remain composed when outages affect scheduling or care delivery.
Proven people leadership managing technical or service delivery staff, including hiring and performance accountability.
Working knowledge of HIPAA, HITECH, and healthcare compliance requirements as they relate to IT service delivery.
Hands-on experience with a PSA/ITSM platform.
ITIL-aligned service management knowledge and comfort owning SLA targets and reporting against them, including a specific example of recovering from an SLA miss.
Strong executive presence with clients and internal delivery teams.
Financial literacy sufficient to own program budgets, utilization, and a renewal/expansion number.
Bachelor's degree in Information Technology, Healthcare Administration, or a related field, or equivalent experience.
6–8 years combining program/project management and service delivery management within an MSP, healthcare IT, or HIT environment, including at least 2 years as a formal manager of technical staff.
Direct, hands-on EMR/EHR support or implementation experience.

Nice To Haves

PMP/CAPM certification.
ITIL v4 Foundations certification.

Responsibilities

Directly manage the Solution Architect, Senior Systems Engineers, Technical Support Specialists, and Project Manager, including hiring, coaching, performance management, and daily workload assignment.
Own SLA and KPI attainment across the POD, with particular attention to EMR uptime, downtime escalation response times, and incident resolution affecting patient care and clinical workflows.
Serve as the senior escalation point for EMR-related incidents, coordinating with vendor support and clinical stakeholders under time pressure.
Communicate technical issues to physicians, practice administrators, office managers, and clinical staff in clear, actionable language, and manage expectations during outages and go-lives.
Own queue health, PSA hygiene, and financial inputs for the POD, including utilization, time-entry accuracy, and agreement utilization.
Lead the POD's PMO function, managing EMR migrations, system upgrades, new clinic onboarding, and infrastructure projects from scoping through closeout.
Ensure delivery practices align with HIPAA/HITECH requirements and healthcare-client payer and compliance obligations; partner with security and compliance functions on audits and risk findings.
Participate in client SBRs and project reviews, presenting performance and clinical-impact narratives to practice leadership and executive sponsors.
Own renewal execution for the POD book in coordination with the POD-CIO.