EHR Support Manager

Saisystems Health; Shelton (CT); On-site; USD 90,000 - 120,000; Full time

Job summary

Saisystems Digital in Shelton, CT is seeking an experienced Support Manager to lead our EHR and client Support Specialists team. You will oversee daily operations, mentor staff, and ensure high-quality technical support and client satisfaction across our healthcare technology solutions.

The role requires 5+ years in technical support within healthcare or EHR environments and 2+ years in a leadership position, with a strong understanding of EHR systems and healthcare workflows.

Qualifications

• Bachelor’s degree or equivalent experience in healthcare IT, information systems, or related field.
• 5+ years of experience in technical support, preferably within healthcare or EHR environments.
• 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.

Responsibilities

• Lead and mentor a team of Support Specialists with coaching and performance management.
• Oversee daily support operations and ensure timely SLA adherence.
• Act as escalation point for complex technical and client concerns.
• Leverage Genetics AI experience and Zendesk for support tooling.
• Collaborate with cross-functional teams to resolve issues and improve workflows.
• Monitor support metrics and implement process improvements.
• Ensure knowledge of EHR systems, updates, and healthcare compliance.
• Implement new support system and add agentic AI for 24/7 support.
• Assist in hiring, onboarding, and training new staff.

Skills

Leadership

Healthcare IT knowledge

Problem solving

Communication

Organization

Education

Bachelor's degree

Job description

Job Summary:

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

Key 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
• Genetic AI experience and using/managing Zendesk
• Collaborate with cross-functional teams (engineering, implementation, product) 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
• Implementing a new Support system and adding agentic AI to provide 24/7 support to clients
• Assist in hiring, onboarding, and training new support staff

Required Qualifications:

• Bachelor’s degree or equivalent experience in healthcare IT, information systems, or related field
• 5+ years of experience in technical support, preferably within healthcare or EHR environments
• 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

Preferred Qualifications:

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