EHR Support Lead - 24/7 AI-Enhanced Client Care

Saisystems-Internationa; Shelton (CT); On-site; USD 90,000 - 130,000; Full time

Job summary

Saisystems Digital in Shelton, CT is seeking an experienced Support Manager to lead our EHR support team, ensuring high-quality technical assistance, optimized performance, and top-tier client satisfaction across healthcare technology solutions.

You will mentor specialists, manage SLAs, and collaborate with engineering, implementation, and product teams while piloting new AI-assisted 24/7 support tools to advance service quality.

Qualifications

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

Responsibilities

• Lead and mentor a team of Support Specialists with coaching and performance management.
• Oversee daily support operations and SLA adherence.
• Serve as escalation point for complex technical and client issues.
• Leverage Genetic AI and Zendesk to enhance support.
• Collaborate with engineering, implementation, product to resolve issues.
• Monitor metrics and drive process improvements for efficiency.
• Ensure knowledge of EHR systems, updates, and HIPAA compliance.
• Implement a new support system and AI for 24/7 client coverage.
• Assist in hiring, onboarding, and training new staff.

Skills

Leadership experience

Problem-solving

Communication

Organizational skills

Multitasking

Education

Bachelor’s degree in healthcare IT or related field

Tools

Zendesk

Genetic AI

Job description

Saisystems Digital in Shelton, CT is seeking an experienced Support Manager to lead our EHR support team, ensuring high-quality technical assistance, optimized performance, and top-tier client satisfaction across healthcare technology solutions.

You will mentor specialists, manage SLAs, and collaborate with engineering, implementation, and product teams while piloting new AI-assisted 24/7 support tools to advance service quality.