EMR/EHR Application Support Manager — Remote Lead

Eliassen Group; Concord (NH); Remote; USD 96,000 - 110,000; Full time

Benefits offered by this job

Medical, Dental, Vision benefits

401k with company matching

Life insurance

Job summary

Eliassen Group is seeking an EMR/EHR Application Support Manager for a remote contract role. You will lead production support, mentor analysts, and coordinate with clinicians, business stakeholders, and vendors to ensure system stability and compliance.

The position requires 5+ years in EMR/EHR support with strong incident management and SQL skills, plus familiarity with major EHR platforms. W2 benefits are provided, including medical, dental, vision, 401k matching, and life insurance.

Qualifications

• 5+ years supporting EMR/EHR or healthcare applications.
• 2+ years leading or supervising support teams.
• Experience supporting clinical users in healthcare environments.
• Strong incident management and service delivery background.
• SQL databases and query troubleshooting experience.
• Knowledge of healthcare workflows and clinical operations.
• Excellent communication and stakeholder management skills.
• Preferred: Epic, Cerner, Athena, eClinicalWorks, NextGen, or Meditech experience.
• Preferred: ITIL Certification and Healthcare Informatics certification.
• Preferred: HL7 interfaces and healthcare integrations experience.
• Preferred: Jira, ServiceNow, Confluence, or similar ticketing systems.
• Preferred: Project management experience and EMR implementation or go-live support leadership.

Responsibilities

• Lead and mentor a team of Application Support Analysts and manage daily operations.
• Establish SLAs and support metrics, and coordinate on-call schedules and incident response.
• Develop support processes, knowledge articles, and standard operating procedures.
• Oversee support for EMR/EHR platforms including Epic, Cerner, Athenahealth, NextGen, eClinicalWorks, Meditech, or proprietary systems.
• Ensure prompt resolution of clinical and operational issues and manage major incidents.
• Coordinate cross-functional resolution teams and support upgrades, releases, enhancements, and go-live activities.
• Monitor application performance and availability.
• Partner with clinical, operational, and business leaders, serving as escalation point for complex issues.
• Collaborate with vendors on defects, enhancements, and support requests, and facilitate communication during outages.
• Guide troubleshooting of application, SQL/database, interface failures, HL7 and API integrations, and reporting or workflow issues.
• Ensure root cause analysis for recurring problems and drive continuous improvement.
• Ensure HIPAA compliance, support audits and regulatory standards, and maintain documentation of controls and processes.

Skills

Healthcare IT experience

Stakeholder management

Incident management

SQL basics

Education

Bachelor's degree in IT/Healthcare Informatics/CS

Tools

Epic

Cerner

Athenahealth

NextGen

eClinicalWorks

Meditech

Job description

Eliassen Group is seeking an EMR/EHR Application Support Manager for a remote contract role. You will lead production support, mentor analysts, and coordinate with clinicians, business stakeholders, and vendors to ensure system stability and compliance.

The position requires 5+ years in EMR/EHR support with strong incident management and SQL skills, plus familiarity with major EHR platforms. W2 benefits are provided, including medical, dental, vision, 401k matching, and life insurance.